. Bell telephone magazine . tedly will be found desirablefrom time to time as more experienceis gained in their use. Each of the three major attitudeindexes is based on responses cus-tomers give to a group of four orfive questions. Early experience inBell System opinion studies indicatedthat, to obtain a dependable measureof any of these basic attitudes, onequestion was not enough; severalwere necessary. These questions,taken together, constitute a test ofthe attitude of the individual, inmuch the same way that a series ofexamples can be used to test a per-sons ability in arithmetic. Obvi-ousl
. Bell telephone magazine . tedly will be found desirablefrom time to time as more experienceis gained in their use. Each of the three major attitudeindexes is based on responses cus-tomers give to a group of four orfive questions. Early experience inBell System opinion studies indicatedthat, to obtain a dependable measureof any of these basic attitudes, onequestion was not enough; severalwere necessary. These questions,taken together, constitute a test ofthe attitude of the individual, inmuch the same way that a series ofexamples can be used to test a per-sons ability in arithmetic. Obvi-ously, the questions used as a basisof each index must have a commonthread of meaning. They must givethe customer an opportunity to ex-press his opinion on the subject froma number of different angles. Someof the questions must be relativelyeasy to answer favorably, other-wise everyone is likely to get a lowrating; and there must also be somequestions which are hard to answerfavorably, otherwise everyone wouldget a high Reports are prepared by the Companies showing results of the trend surveys i95i Seeing Ourselves as Others See Us 35 It should be emphasized that theattitude indexes based on the resultsof these surveys are not a measure ofthe job of any one department, group,or person. They show in relativenumerical terms how the Companystands with its customers. Thatstanding is the result of many things:of how good a job it does in supply-ing service when and where it isneeded and at a reasonable cost, andof its efforts to render an accurateand pleasing service from day to can be affected by off-the-job con-tacts of telephone people as well ason-the-job contacts. Things done tokeep people informed on telephonematters and to build public under-standing and good will can have aninfluence, as can also events outsidethe business entirely. How Survey Results Are Putto Use Because everyone in the telephonebusiness has a hand, directly or indi-rectly, in shaping the publi
Size: 1205px × 2075px
Photo credit: © Reading Room 2020 / Alamy / Afripics
License: Licensed
Model Released: No
Keywords: ., bookcentury1900, bookdecade1920, bookidbelltelephonemag00vol2930
