Survey Success Strategies I: From Design to Data

Many companies use surveys to help them understand their customers and employees, but generally these programs are poorly managed, expensive, and generate results that cause companies to take the wrong actions. This basic session is designed for anyone currently managing surveys and wanting to improve them, and for those hoping to use surveys to understand their customers and employees.

Topics in this one-day session include:

● The process of creating a survey instrument - Designing good questions, proper flow, testing of draft surveys, etc.

● Best practices for distribution and improving response rates (gamification, style, response modes)

● Basics analysis and tracking of survey data, including statistical comparisons and basic testing of changes to surveys

Participants in this program have seen direct benefits such as a 40% reduction in the costs of one survey program (through better sampling plans and structure), better actionable data from these surveys, and the development of a management system that continuously improves these programs. At another company, a student generated a $700k/year reduction in the costs of their survey program through more scientific sampling. Indirectly, this program has led to improvements such as 20% decreases in “Disloyal” customers and 24% increases in recommendation.

Host or Publisher Extended Education