Академический Документы
Профессиональный Документы
Культура Документы
T he T he M easur es M easur es
How: Telephone survey Required completions: 500 statewide Required response rate: 50% first year; 70% following years
T he T he M easur es M easur es
Drivers of Satisfaction
Service Quality Measures
Convenience Accessibility Ease of use Timeliness Safety Reliability Accuracy Thoroughness Fairness Appropriateness Attractiveness and cleanliness
Ordering Questions
The first series of questions should be easy for the respondent to understand and should capture his or her attention and interest. Start with general questions and gradually shift to more specific questions. Group questions in logical sections and sequence sections or questions in a well thought out order. Introduce each new section with a summary statement so that participants have an opportunity to adjust to the new set of questions.
Ordering Questions
Position questions about personal or sensitive issues toward the end of the questionnaire. The order of similar items on a list can bias results. Randomly or alphabetically order items and indicate in the instructions how they are ordered, reducing the likelihood that respondents will see the first items as most important of the group. Put demographic questions at the end of the survey form. Seek to minimize the number of times the a skip rule is followed as confusion can result with too many skips or when skips become overly complicated.
Resources
Fowler, F. J., Jr. Survey Research Methods (2nd ed.). Thousand Oaks, CA: Sage Publications, Inc., 1993. Hayes, Bob E. Measuring Customer Satisfaction: Development and Use of Questionnaires. Milwaukee: ASQC Quality Press,1993. Payne, S. L. The Art of Asking Questions. Princeton, NJ: Princeton University Press, 1951. Schuman, H and Presser, S. Questions and Answers in Attitude Surveys: Experiments in Question Form, Wording, and Context. New York: Academic Press,1981. Simply Better! The Voice of the Customer, Second Edition. Washington: U.S. Department of Labor, Employment and Training Administration, 1998. Sudman, S. and Bradburn, N. Asking Questions: A Practical Guide to Questionnaire Design. San Francisco, CA: Jossey-Bass Inc., 1982 Vavra, T. G. Improving Your Measurement of Customer Satisfaction. Milwaukee: ASQC Quality Press, 1997.