Driving Product Improvements through Customer Surveys: A Case Study
http://www.stc.org/ConfProceed/2003/PDFs/STC50-070.pdf

Markova, Uliyana
STC Proceedings
2003

Abstract:

IBM WebSphere Commerce is a software product that enables merchants to sell goods and services online. The user audience who has the task to understand the product complexities and build stores for the customers consists of store developers - a large group of users from external companies or within IBM. Conducting a survey to gather their feedback on store development proved to be a powerful method for understanding the various store development scenarios and identifying areas for product improvement. Some of the techniques that helped us create a successful customer survey involved using a multidisciplinary group to create the survey questions, tirelessly communicating the results, and following up on the issues.