FEATURE31 July 2017

It’s the way you ask it

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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.