David,
Every year I randomly select a good mix of my customers (novices and
hard-core users) and send them a very basic enquiry e-mail (what are we
doing right/ what are we doing wrong/suggestions for improvement). I
get a 90-95% response rate with some great comments. This was not
always the case. I had originally started with the questionnaire style
survey. The response rate was only 20-25%.
My advice, keep it simple!
Barbara Wyton
Records Management Specialist
GLAXOSMITHKLINE (Canada)
Direct Line: 905-819-7050
Fax: 905-819-3099
List archives at http://lists.ufl.edu/archives/recmgmt-l.html
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