Your Call Centre/Customer Experience Implementation Partner

Survey Design Workshop
April 15-16, 2019
>>Course Outline Register Now
Survey Data Analysis Workshop
April 17, 2019

Forthcoming Public Events & Seminars

Survey Design & Data Analysis Workshop

3 Day Program

April 15-17, 2019

Survey Design Workshop -
April 15-16, 2019 - Dubai, UAE - 2 Days

Learning Objectives - Questions Answered in the Survey Workshops

Day 1

  • Survey Project Management
    • What is a survey?
    • What are we measuring in a survey?
    • Where does a survey fit into the bigger picture of business process improvement?
    • What are the types of surveys?
  • Questionnaire Design (Instrument Design)
    • What are the steps in designing a survey instrument?
    • What are the three categories of survey questions?
    • What are the proper uses of demographic questions?
    • How can we identify the questions we need to ask about service performance?
    • Ideally, what would we like to know about each area of service performance?
    • What is a focus group? A critical incident study?
    • Why are pilot tests so critical?
    • What are the elements of a questionnaire?
    • What are typical concerns when putting together the instrument?
    • What are typical errors in question construction?
    • What types of biases can the respondent bring to the survey process?

Day 2

  • Questionnaire Design (continued)
    • What are the categories of question types?
    • What are the different types of data that survey questions might generate?
    • What are the advantages of each question type and the concerns when designing each type of question?
    • How should scales be constructed?
    • What are the options for formatting a survey?
    • What's the best way to measure Importance?
    • How can questionnaires be designed to generate more granular, actionable data?
  • Administration of the Survey Instrument
    • What are the steps in the administration process?
    • What are the different methods for administering a survey?
    • What criteria should be considered when selecting a method?
    • How does each method rate on those criteria?
    • What are common biases that can be introduced by each administration method?
    • What steps in the survey process are most amenable to automation?
    • What are survey software tools?
    • What are potential features to consider when selecting an automation tool?
    • What particular issues might I confront when surveying electronically, by hardcopy, or by telephone?
    • How is the sample actually generated?
    • How do I calculate how large a sample I need?
    • How do I determine the statistical confidence I should have in my results based on the number of responses?
    • How can I increase the response rate?
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