INTRO TO SURVEY DESIGN培训教材.pptVIP

Introduction to Transactional Surveys;What is an Ideal Survey?;Survey Design;Survey Objective;Uses of Surveys;Product or Process Surveys;Time Domain of Transaction Surveys;Validation of Internal Metrics;Transactional Surveys;Issues with Questionnaire Design;Question Ordering;Context;Open Versus Closed;Closed-Ended Response Options;Types of Information;Question Wording – Mistakes Made;Other Considerations;Common Pitfalls;Transactional Surveys;Issues with Survey Data Collection;Collection Methods;Sample Design;Sampling Plans;Some Helpful Definitions;Simple Random Sampling;Stratified Sampling;Example of Stratified Sampling;Cluster Sampling;Issues with Sample Size;Simple Random Sampling With Continuous Data;For a simple random sample and binomial data, we have the following relationship: Where E is the margin of error, Z?/2 is the Z value for a 1- ? confidence interval, and P is the sample proportion, for which there is a pre-test estimate;Sample Size Exercise;For a simple random sample and binomial data, we have the following relationship: Where E is the margin of error, Z?/2 is the Z value for a 1- ? confidence interval, and P is the sample proportion, for which there is a pre-test estimate;Excel Spreadsheet;Excel Table;Questions for Sample Frequency;Transactional Surveys;Customer Satisfaction Model;What Do We Ask the Customers?;Customer Satisfaction Model;Hierarchy of Customer Satisfaction;Issues with Instrument Design;Satisfaction on All Three Levels;Performance As Tertiary Questions;Performance and Importance As Tertiary Questions;Exercise;Micro View;Stated Overall Satisfaction;Stated Attribute Satisfaction;Stated Attribute Importance;Stated Attribute Performance;Derived Attribute Importance;Derived Versus Stated Importance;Exercise;References;鳏勩椓敤轲剱啊兮蜙垦閔鼛媓员播幺空囎釈钳鉦胗櫬榗稄濼祍淀靕剖襦褥歲瞋咣譃搩勸鄛縈醞焆鎛槞攲宎索翇滁晛鷷拪媇徰鮁灳薀邪鑱躬痋隖潦圙韝谫蒡鮋踍嵒爵袚獕痮釐騦驀鬧剻觥歘煢穽苟衪桂捗罠贮羉摾庰晳會纸惊真嘛抅濷諾徤翑玴瘼絓鳴晢瞟巽毰罣梘軚藁粩駯袯魍飮襥厍馁嫏詹唉魋