Which of the following is the most appropriate sequence of steps to be performed for a Customer Satisfaction Survey (CSS)?

The correct choice emphasizes the foundational steps necessary before initiating a Customer Satisfaction Survey (CSS). Setting the applicability of the CSS, determining the feedback format, and establishing a calendar for the project in the Information Portal (IP) is critical for ensuring that the survey is structured appropriately. This step involves deciding on the target audience, the nature of the feedback required, and the timeline for execution, which are all essential for a successful survey.

By establishing these parameters first, you ensure that the subsequent steps—such as inviting customer managers to participate and orienting them on the CSS process—are aligned with the overall objectives of the survey. Without this foundational groundwork, the survey may not yield the desired insights or could even lead to confusion among participants regarding its purpose and process.

In contrast, focusing on identifying customer managers or initiating the invite without first defining the necessary structures could result in a lack of clarity and effectiveness in the survey’s execution. Thus, prioritizing the setup of the survey framework is crucial for achieving meaningful customer feedback.