You’ve Designed Your Survey Questionnaire. Now What?

While a well-crafted survey questionnaire is essential to getting valid data for analysis, the next step is equally important: Getting the survey instrument into the hands of the target audience for your research and collecting responses from them. 

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Survey administration is a lot of logistical work, but several major decisions must be made:

  • Who exactly is the target audience? It may be a simple answer or it could be far more complicated.
  • How many survey invitations should be sent out? To everyone in the target audience or to a subset? In addition to a desire statistical accuracy, what other considerations affect that decision?
  • How will the survey be conducted? While most people today use the online survey tools, every survey mode has advantages and disadvantages.
  • How many reminder notes, if any, will be sent out? What’s the timing?
  • What’s the impact of mobile devices upon surveying?
  • What is this thing called a “non-response bias”? Should I be concerned?
  • How else could the administration impact the quality of the data collected, that is, how can biases be introduced into the data set?
  • How can the response rate be increased?

You're In The Right Place

You invested considerable time in crafted a good questionnaire. Don’t compromise the data you get by making mistakes in the administration. 

The Curriculum

The Survey Administration Workshop will cover all these issues. With this knowledge you can better plan and execute the logistics of your interaction with the target audience.  

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What You Will Learn

Our two modules here cover these issues:  

  1. Survey Administration Modes
  2. What are the steps in the administration process?
  3. What are the different modes for administering a survey?
  4. What does survey administration mode even mean?
  5. What criteria should be considered when selecting a mode?
  6. How does each method rate on those criteria?
  7. How do mobile devices affect survey projects?
  8. Is mixed-mode surveying a good or bad idea?
  9. What are common biases that can be introduced by each administration method?
  10. What particular issues might I confront when surveying electronically, by hardcopy, or by telephone?
  11. Sampling & Response Rates
  12. What sampling techniques are available and when would each be used?
  13. How large a sample do I need?
  14. How do I determine the statistical confidence in my results based on the number of responses?
  15. How can I increase the response rate?
  16. Why should I tell my survey audience what we learned from the survey?
  17. What’s the impact of a low response rate on the accuracy of my findings?
  18. What types of biases can the respondent bring to the survey process?

We do not get into a feature comparison across the survey tools. There are simply too many of them to do that! 

Who Should Take This Training?

Obviously, the person who will manage the logistics of survey administration will benefit most from this class. 

But many decisions must be made about how the administration will be conducted. So anyone who will participate into those decisions will benefit greatly from this class


About Fred C. Van Bennekom

Dr. Frederick C. Van Bennekom is Principal of Great Brook. He is also an adjunct faculty member at Northeastern University's College of Business Administration where he teaches Operations Management in the Executive MBA programs. He also teaches service operations at Babson College and in Harvard’s Certificate in Management Program.

Fred has authored many surveys used by service organizations for service program development and quality control purposes. Fred authored Customer Surveying: A Guidebook for Service Managers, and the Support Services Questionnaire Library, published by the Customer Service Press. Fred has also co-authored a major research report on Best Practices in Design for Supportability: Gaining Competitive Advantage from Customer Support, with Keith Goffin of the Cranfield School of Management in England.

Prior to his academic career, Fred served ten years as an information systems consultant for Digital Equipment Corporation's Field Service organization. There he developed management reporting systems for field management applying data collected from the service management systems. During this decade, Fred became grounded in the customer support services industry. 

Fred received his A.B. from Bowdoin College and his masters and doctoral degrees from Boston University's School of Management. Fred has published in both industry and academic journals and is a highly acclaimed speaker at industry conferences worldwide, including SSPA, ICMI, HDI, DCI, Pink Elephant, and AFSM. He is past president of the Minuteman Boston chapter of AFSMI and the Boston Chapter of the Association of Support Professionals (ASP) and co-produced Voice of the Customer conferences. He also served as a judge for ASP's Best Support Web Sites competition. 


Hear From Our Happy Students

How do attendees rate us? 97.4% say this workshop will make them “much more effective on their next survey project”, while 97.1% say they would “recommend this workshop to a colleague with basic-to-intermediate survey background”.


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