Walk me through how you would design a customer satisfaction survey for a residential condominium development.
Why This Is Asked
DMCI Homes wants to see if you can design practical, cost-effective research instruments aligned with their customer-centric focus. No specific question is reported for this role, but given the duty to produce satisfaction studies, this scenario tests your ability to balance rigor with real-world constraints.
General Approach
Outline your process: clarify objectives with stakeholders, draft questions based on key satisfaction drivers, choose a distribution method that fits the target respondents, and pilot-test before full rollout. Emphasize keeping it simple and actionable.
Sample STAR Answer▾
Situation
In my previous role as a market researcher for a property developer, we noticed that move-in satisfaction scores were declining in our completed projects, but we lacked detailed feedback to pinpoint the issues.
Task
I needed to design a new customer satisfaction survey that would capture actionable insights on unit quality, amenities, and property management, while maintaining a reasonable budget and high response rates.
Action
I started by reviewing past surveys and interviewing key stakeholders from Sales and Property Management to identify critical touchpoints. Then I drafted a mixed-method questionnaire combining Likert-scale items and open-ended questions, focusing on move-in experience, unit condition, and maintenance responsiveness. I proposed an online distribution via email with SMS reminders to reduce cost, and piloted the survey with 50 residents to refine clarity and length.
Result
The final survey achieved a 42% response rate and revealed that slow air-conditioning repairs were the top pain point, leading to a streamlined maintenance request system.
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- •STAR Structure
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