QS-1000 vs. comment cards: A Study of measurement effectiveness

This study is a comparison of typical customer comment cards in comparison tothe QS-1000 survey computer. Each of these instruments can be used to gather data fromcustomers regarding their opinions on service. As compettion throughout the serviceindustry increases, the need for businesses to obtain data from their customers is moresignificant. Service organizations must also find ways to gather this data at a relativelylow cost to themselves.Each of the above survey tools will enable an organization to collect data fromcustomers. The study details collection from two samples and concludes on which is moreeffective in the areas of readability of data, ease of use, and accuracy.The study went about collecting data by surveying two samples and crossreferencing the data obtained. This enabled the survey manager an opportunity to discusswith customers their opinions of each method. It also allowed for some conclusions to bemade as stated above. The QS-1000 was seen as the more effective method due to theease of analysis as well as the ease of use to both the organization and its customers.