This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Find out more here

FEATURE31 July 2017

It’s the way you ask it

x All content on Research Live and in Impact magazine is editorially independent from sponsorship or other commercial arrangements.
Find out more about advertising and sponsorship.

Behavioural economics Features Impact Public Sector

Cognitive biases can be triggered by questionnaire structure – by mistake or by design, as Crawford Hollingworth explores

A frequent objective for all is measuring customer satisfaction. Without this information, it’s hard to know how, where and what to improve in a product or service. Yet it’s not always easy to gather customer feedback accurately.