Does your company process customer questionnaires regarding product quality (functionality, training, support)? If so, how does it line up with the "internal" view? Do you have input into what the questionaire covers? If not, what pointed questions would you like to ask?
The only questionnaires I've had *direct* input to while in QA (as opposed to when I was in Tech Support and wrote them ) is during Beta testing. A part of our requirement for Beta testers was that they'd complete a set of questions, and we included questions specific to any new feature/functions, as well as questions regarding usability and overall impressions.
"What, exactly, do you mean by Change Control?" From "Top 10 Stupid Comments from Developers"
We work very closely with our customers to deliver a bespoke tailor-made solution to each one. This means that we are constantly getting feedback and input (both good and bad) constantly from customers so there is no need for such a questionairre
We have never done a questionnaire to assess overall customer perception of quality. However, I believe its a good idea to know and understand what the customer's perception of quality really is. I read an interesting book on this subject (that has sample questions) called "Customer Oriented Software Quality Assurance" by Frank P. Ginac. It was very quick read, but had some interesting thoughts along these lines.
[This message has been edited by rilo99 (edited 09-11-2001).]