Survey questions

Hi
How do I use content analysis to find out results from surveys.
I have asked the same 12 questions to 10 small busineses about customer service of an organisation and I need to determine trends in replies in order to form an actual opinion to see if the organisation in question customer survey has improved. My dissertation is a comparative study.
This is new to me so any help would be greatly appreciated.:-)

Thanks Becky

to see if the organisation in question customer survey has improved.

Does that mean that the survey has been done some time in the past, and you have conducted the same survey again? That is, say, compared with the survey 6 months ago, and now, has opinion of some organization improved?

I'm doubtful that's what you mean. You also talk of 'trends'. Unless you do have repeated measures over time, you can't determine that there is a trend. You can't determine that from just 2 measures over time.

Is it: you've given a survey of 12 questions to 10 businesses. Now - what does that tell me about how satisfied these businesses are with the organization?

Note:
dissertation: a long essay on a particular subject, especially one written as a requirement for the Doctor of Philosophy degree.

research project: an individual or collaborative enterprise that is carefully planned and designed to achieve a particular aim.