Praveen <ipkrishna@gmail.com> wrote >Hi Peter, > >Thanks for your response. I may try to elaborate more on your question. >

For your question :: Could you get a bunch of people to take the questionnaire BOTH ways?

It is not possible to give both survey to same customer. Firstly that would result in very less return rate for the survey going second and the responses may get biased if they know that both are same surveys for ascertaining same metrics.

What if you got some group of people, not part of your usual survey, and paid them to do both?

So what we have done is that we are sending equal number of both surveys to two random samples of respondents. The overall experience of support in the same time frame should not change and the results from both surveys should be same apart from minor sample variations.

Sounds like a good plan to me.

Peter