I have been experimenting with using open-ended comments in in a customer satisfaction survey, and reducing the number of closed questions. At this stage the project is simply part of a wider exploration but it is has thrown up some interesting findings.
One finding is that that if satisfaction is overwhelmingly positive, then most of the mistakes will be made by people who are positive about the service, which is turn may result in a large proportion of the negative scores actually being mistakes. I have created a working paper for this project and I would appreciate hearing other people's thoughts.
Please do use the Blog Comments below to let me know of any thoughts, ideas and feedback you have on what's discussed in the paper.