Dear All,

I am running a project on Customer satisfaction and because we cannot do an MSA on the survey form. I would like to understand how to use logical validation of data.
Kindly Help

Thanks
Hamza

Sorry, Muhammed Hamza, I missed your post earlier. You have an entirely valid and important query here.

 

Logical validation of survey data -

This would entail checking if the survey data is capturing information perfectly relevant to the identified project CTQ. For example, if the satisfaction measurement intends to judge customer feedback on a support service, but the question goes as "how do you rate us?", the customer may feel the question is related to his entire experience and not just the support service. Similarly, if the feedback information is gathered after a time gap (let us say a week later), the customer is unlikely to remember exact experience details and may provide inputs that relate to his brand perception rather than actual recent experience.

 

Hope this helps.