To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Everybody knows that people fear public speaking even more than they fear dying. Right? Well, like many such “facts,” this idea is actually the result of a flawed survey question. In 1973, a poll ...

Data from mixed-mode questions are hard, if not impossible, to interpret accurately. The first part of this article will give an example of a mixed-mode question and an analysis of how to interpret ...

This short course introduces statistical survey methods necessary to acquire information from people and analyze the collected information in an objective way which would minimizes bias and errors in ...

One possible explanation for the variability in estimates across the different nonprobability samples is the range of methods that online sample vendors employ. They differ on recruitment, weighting ...

In this chapter, the panel considers issues of design and development of key methodological aspects of the Agricultural Resources Management Survey (ARMS), focusing on the sample frame for ARMS, the ...

A large experiment in rural Nigeria shows that phone surveys produce systematically different answers than face-to-face ...