Web Based	The web based survey option allows for both the general public and/or a defined population to access the customer survey at anytime from any location with internet access.  The web based survey is highly customizable, and through self-selection, customers are asked to answer both organizational wide items and questions specifically related to how they interact with the organization.  The web based survey is available for both open and defined population.     The open version is for the general public.  A willingness to openly solicit the opinions of customers speaks highly to the organization's belief in the importance of customer satisfaction as an essential element towards creating organizational excellence.  Typically, the open web based survey is access through a link provided on the organization's homepage.  Prominently displaying a link on the   homepage creates  simple and direct customer access and lessens customer frustration.  A broad customer audience can be reached by advertising the homepage and the customer survey link on your publications and mailings.      Collecting data using a defined population is a sound methodology for collecting reliable and valid survey data.  For a defined population, a web site address (URL) is provided to a specific set or sample of customers.  Customers are asked to access the URL and complete the survey by first entering a control number.  This control number is to insure the validity of the responses and to accurately calculate rates of response.  Control numbers may be given at random or could be a unique number already assigned to a customer such as an agent license or contractor number.  The URL for the survey may be distributed to customer groups using a variety of methods such as e-mail distribution list, direct mailings, or publication in a newsletter.
	Web Base Survey Process Model	Web Base Sample Survey	Selecting Services and Options

Web Base Survey Process Model
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The flow chart below outlines the process a customer would experience in providing feedback using the web based version. 

	Customer Accesses Web Based Survey
	OPEN From Organization's Web Page	DEFINED By Entering URL & Control Number
	Customer Asked to Select "Customer Type"

	Demographic Items Asked Organization Wide Items Asked
	Customer Type Specific Items
	Type "A" Items	Type "B" Items	Type "C" Items	Type "D" Items
	Confirmation/Appreciation Page
	Return to Organization's Web Page

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