Your Call Centre/Customer Experience Implementation Partner

Survey Design Workshop
Nov 17-18, 2019
>>Course Outline Register Now
Survey Data Analysis Workshop
Nov 19, 2019

Forthcoming Public Events & Seminars

Survey Design & Data Analysis Workshop

3 Day Program

Nov 17-19, 2019

Survey Design Workshop -
Nov 17-18, 2019 - Dubai, UAE - 2 Days

Event Sponsor

Question Pro

Survey Design Workshop Course Agenda

Day 1

  • Survey Project Management
    • Definition of a scientific survey and key terminology
    • Types of surveys: periodic (relationship), transaction-driven, one-time ad-hoc
    • Key stages of a survey project and requirements of the project manager
    • Factors that support success in a survey project
    • Exercise: Developing a Statement of Purpose and how it drives the project flow
  • Questionnaire Design (Instrument Design)
    • The questionnaire design process: The steps to follow
    • Types of questions: demographic, attitudinal, and attributes of the relationship being measured
    • How to identify the questions needed on the survey to achieve the research objectives:
      Role of focus groups, interviews, and other research techniques
    • Criticality of pilot testing (pre-tests)
    • Critical issues in design of a valid questionnaire:
      Identifying common errors in question construction that lead to instrumentation bias, e.g., double-barrel questions, ambiguous wording, recall expectations, loaded wording
    • Elements of a questionnaire: Introductions, instructions, initiation, section headings, and closings. Formatting a questionnaire.
    • Question sequencing and branching
    • Controlling for biases the respondent brings to the process: response bias
    • Exercises: Identifying attributes to measure on a survey and classifying them
      - Critiquing a Survey Instrument (with lots of problems)
      - Developing Scales
      - Drafting survey questions
Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
Avoid disappointment Register Today
Register Now

Day 2

  • Questionnaire Design (continued)
    • Review of various question formats (open-ended text, multiple choice, ordinal, interval, and ratio) and their effective use
    • Impact of question format on data analysis potential
    • Creating interval-rating scales and anchor selection, including Likert scales (or Likert-type scales). Key considerations in scale construction.
    • Special topics: Techniques for generating actionable data and measuring importance
  • Administration of the Survey Instrument
    • Comparison of the advantages and disadvantages of the various administration methods:
      - Telephone surveys, IVR surveys, postal mail surveys, email surveys, and online web surveys (Internet surveys)
    • Discussion of administration biases and how to minimize them
    • Response rate requirements for statistically valid results
    • Statistical confidence given a number of responses
    • Create the survey sample: Review of various sampling techniques
    • Techniques to increase response rates and minimize non-response bias
    • Specific issues and concerns for telephone and online survey administration methods
  • Attendees' Questionnaire Critique
    • As a hands-on workshop, attendees are encouraged to bring a draft or sample of a survey questionnaire from their organizations. On Day 2, these instruments are critiqued by the group, delivering immediate feedback and improvement -- and allowing the group to exercise their new-found skills on real questionnaires.

    Teaching Approach. The Workshop uses lecture, discussion, and experiential exercises to provide the attendees with actionable learning that can be immediately applied back in the workplace. (People have different learning styles, so a blend of teaching styles works best.)

    Attendees of the workshop also receive a complimentary copy of Dr. Van Bennekom's Customer Surveying Guidebook.

    Limited Places
    Note : 3 Registration For Any Single Programme
    Earns 10% Discount
    Avoid disappointment Register Today
    Register Now

    Event Sponsor

    Question Pro With over 2.5 million users across 100 countries, QuestionPro is a leading provider of online survey software that allows our users to generate the insights they need to make better business decisions. The software includes not only tools for creation, distribution, and analysis of surveys, but also provides a platform for polling, tablet-based mobile research, and data visualization.

    Special Attendance Bonus

    Question Pro Enterprise License (Full Research Suite) subscription to all the registrants for 2 months (costs $2,000 per month for one user). The users can create unlimited surveys and collect up to 2,000 responses per month.
    The ability to quickly and efficiently create complex as well as simple surveys. An amazingly fast and intuitive platform for administrators to create even complex surveys with piping, logic, extraction, looping and over 40+ different question types to support a myriad models for data collection. This includes specific question types like NPS Score, Budget Models (Allocate budget over multiple options), Max Diff Scaling and also Conjoint Analysis.

    Key Differentiators
    • Delightfully easy and simple to use interface to develop a survey
    • Natively support over 200 languages - with Automatic Translation options
    • Advanced Analytics - Conjoint, Max-Diff Scaling, TURF Analysis, GAP Analysis, Regression and Cross-Tabs w/ Significance Testing
    • Offline iPad / Tablet app for data-collection - With all the complex logic and parameters

  • Subscribe To
    Our Events
    & Contents

    Middle East Call Centre Awards 2019

    Problem Recognition

    Call Centre Challenges & Priorities


    Flags Certification

    PCS Certification

    Customer Middle East Portal

    Like Us To Keep You Posted
    Follow Us To Keep You Tweeted

    Twitter #insightsme





    Follow Us

    INSIGHTS Middle East, P.O. Box : 28794, Dubai, UAE
    Tel : 00971-4-3329211, Fax : 00971-4-3329290, Email :, Web :

    Copyright © 1998-2019 INSIGHTS Middle East. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of INSIGHTS Middle East is prohibited. All brand names and product names used on these web pages are trademarks, or trade names of their respective holders.                 
    Privacy Policy