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Originally Posted by bioboy
Is it just me or does the trial questionnaire appear quite poor to other people too?
I've been involved in research for many years and had to learn the basics of compiling and administering questionnaires for my MBA. This leaves me with the distinct feeling that NTL aren't necessarily asking the right questions and therefore won't gain enough information to come to a proper conclusion about this trial.
I understand the need to keep it quite short, so that people can actually be bothered to complete it, but I really do think questions like "did you find the trial better/same/worse" etc is far too simplistic.
For me (and I suspect others too) the key factors are reliability (a stable connection), speed, completion, retention and the fact that the service carries the newsgroups that interest us.
My experience so far has been that the trial is an improvement in some of those areas but not in others. This makes it rather difficult to answer the simplistic questions given and even if I do answer NTL aren't getting the full story.
All IMHO of course.
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Fair comment,
Truth is, at this stage, given how fundamentally poor the customer experience has been in the past, the key factor we wish to gauge is "Has your overall customer experience improved as a result of the changes made for Trial?"
Bumpy (who is running this trial) will undoubtedly be looking for further info before the trial ends and will welcome any info you send him via
Trials@ntl.com in the meantime.
You are correct that we have to strike a balance between not asking enough, and asking so much that we don't get any feedback.
Cheers