Issue link: http://read.uberflip.com/i/726594
24 / SEPTEMBER.OCTOBER.2016 RINKMAGAZINE.COM HOW TO ASK The style of question and how it is worded can lead to different desired results. There are plenty of different ways to pose your survey questions, but here are three types of question formats most commonly used. YES/NO , This is a very direct way to get a black and white answer. The downside to yes/no questions is that it is hard to draw any real conclusions from the question, as there are only two options for response. Example: Did your child enjoy the class? Please circle: Yes / No OPEN ENDED , This style of questioning puts the burden of a response on the customer. With open-ended questions, you are requesting that the customers answer in brief and concise sentences—or longer if they see fit. Open-ended questions will offer the most insight on a customer's experience because it requires them to put words to their reactions. The downside to open- ended questions is that some customers may be turned off to the idea of writing out a response and therefore may not fill out the survey, or may provide short, one-worded answers that aren't really insightful at all. Examples: • What did your child like best about their Instructor? • What can we do to improve your experience? • What would you like to see different? "JUST REMEMBER, ALL FEEDBACK, POSITIVE OR NEGATIVE, IS GOOD FEEDBACK." GET ANSWERS The survey is ready, the questions have been asked, now there needs to be an incentive to help persuade as many customers as possible to provide their opinions. Giveaways, discounts and coupons are great ways to encourage participation. Attach a coupon to a completed survey to include discounts on skating admissions, rental skates or even a percentage off their next set of group lessons. No matter which format of questions or survey is used, it's all about getting a customer's opinions back. Changes to a program or facility can only occur when the data received is of value and substance. Just remember, all feedback, positive or negative, is good feedback. J SCALE , Gauging a customer's reaction on a scale of either 1 to 5 or 1 to 10 can elicit a bit more of a response than the above mentioned yes/no. Using the scale method, you get a better feel for what a customer's actual temperature or emotions are toward the question being asked. With the scale, people are encouraged to be more accurately responsive. Example: Please rate the following with "1" being Low and "5" being High • Instructor 1 2 3 4 5 • Building Cleanliness 1 2 3 4 5 • Class Size 1 2 3 4 5