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Overall the questionnaire is well designed. It is possible that the online nature of the questionnaire would encourage more to participate than a paper based survey which requires more time to post back to the company (Kaplowitz, Hadlock & Levine, 2004). The language which is used in the questionnaire makes it easy to understand and it is always clear which areas of questions a particular respondent should answer. This is important as the style of questions has been shown to be influential in participation rates in Internet based surveys (Dillman & Christian, 2005). The length of the questionnaire is also good, as enough questions are included to allow for a detailed analysis, but not so many that the respondent is inconvenienced (Trouteaud, 2004). Information is collected at the beginning of the questionnaire which allows for an understanding of whether the company completing the questionnaire is a regular customer. This may help to establish whether responses represent an overview of a number of experiences or one specific occasion. In addition, information is collected relating to the specific services which were purchased by the company. This may allow for an analysis of whether any reported problems are isolated to one specific

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