The Work Studies Institute
The research and survey service is provided by our company to deliver custom designed, accurate and relevant measurements. This service can be used in the areas of, new product development, employee sales and service, employee performance, and customer satisfaction.
Increase retention and improve the customer experience!
Customer retention is necessary to allow a company to grow and to acquire new customers. Research will allow you to identify those things that keep your customers coming back, which of your clients are you at risk of losing, and why you may lose them. Get feedback from current and former customers which will help errors from recurrence. Research identifies and assesses the impact of key factors that contribute to customer retention, including product and service issues. Without information involving customer retention, your company can dwindle away.
Research helps Identify key information about employee attitudes, motivators and opinions. This information can help businesses of all types grow and change with a smooth transition to financial success. Create top-performers and keep them preforming.
By knowing what your customer wants and needs can catapult your company to the top. Identifying key information regarding product development, customer’s preferences and desires is what will make your company grow exponentially. Information on current products reveals just how consumers use products, how often, when and what they don’t like about the products. This information is vital to growth.
Research an important role in assessing the customer’s preferences and needs related to services. The information can be used to evaluate how well the products and services fit the consumer’s needs. It also provides vital information on opportunities for the development of other products services to enhance the relationship between customer and company.
We combine the best of both quantitative and qualitative approaches to provide unique insights and actionable frameworks
Survey research involves collecting information from samples of individuals through their different responses to questions. It owes its continuing popularity to its generality efficiency, and versatility. Surveys are efficient in the sense that several variables can be measured without necessarily or substantially increasing the cost or time. Depending on the survey design, data can be collected from a wide range of people relatively quickly and at low cost. Survey designs lend themselves to probability sampling from a wide range of populations. This makes them very appealing when sample generality is the key research goal. Survey research is the best means for developing a representative picture of the characteristics and attitudes of a large population. They are the methods of choice in the event that cross population generality is the main concern since they allow several subgroups and educational contexts to be sampled.
The general perception is that surveys are easy to conduct. Individuals and organizations in most cases often decide that carrying out a survey will assist them to solve important problems because of the perceptions that it is easy to prepare forms with questions and send them out. However, without careful attention to the overall survey design, measurements, and sampling, such efforts are likely to fail. In order for a survey to succeed, it must minimize the potential risks of two types of errors. These include errors of non-observation and errors of observation. Potential problems, which can lead to errors of observation emanate from the way questions are written, the manner in which questions are presented in questionnaires, and the characteristics of the respondents answering the questions.
There are three main sources of errors of non-observation. These include: inadequate coverage of the population, differences between the population characteristics, and the characteristics of the sample members arising due to chance and non-responsiveness in the event that individuals can either not be contacted or refuse to respond. The context created by survey questionnaires have major impacts on how individual questions are answered and interpreted. Survey researchers need to carefully design questionnaires including individual questions.
There is no definite formula for a well-structured and well-designed questionnaire. Nevertheless, some important principles should guide the designing of questionnaires and include systematic procedures for refining these questionnaires. The most common measurement errors, which are associated with surveys include question wording. Problems can occur with the length of questions, lack of specificity, double negatives where questions use two or more negative phrases, and leading questions where questions use phrases, which in effect bias the response.
Another measurement error arises out of cultural differences in meaning. These are words or phrases, which have different meanings to sub-groups or population. The respondent’s characteristics can also produce inaccurate answers such as sensitive questions, which are deemed too personal. At times, respondents can also choose substantive answers despite the fact that they do not understand the questions raised. It is imperative that surveys must be guided by clear conceptions of the research problems including the population to be sampled. Throughout the process of designing questionnaires, the primary basis for making decisions on what to exclude or include, and on what to emphasis on must be within the context of the research objective. A questionnaire must be perceived as an integrated whole where every question serves a clear purpose, which is related to the study’s objective. Sections in the questionnaires need to complement other sections.
In most cases, surveys include irrelevant questions, which fail to include questions later realized by the researchers that they are crucial. One way of ensuring that relevant questions are asked is by using questions, which have already been suggested by prior theories and experts knowledgeable in the topic under investigation. It is recommended that researchers should use the instruments adopted by earlier researchers in designing their survey questions, which have previously indicated their success and reliability (Andres, 2012). However, questions used by previous researchers may not be appropriate or right to the specific research question currently in place or even to the current population. It is important for researchers that before they rely on questions in their research, they need evidence that their respondents will understand what they mean. This brings into the picture the concept that a good question must be pretested. Forming a panel of experts for reviewing the questions can also assist.
Another form of pretesting emanates from guided discussions amongst potential respondents. Such focus groups assist the researcher to identify the range of experiences or events, or to check for the consistent understanding of terms by potential and actual respondents. By observing and listening to focus group discussions, researchers have a better chance of validating their assumptions on the appropriate levels of vocabulary to be used. Cognitive interviews are also another technique used by professional survey researchers for improving questions. Cognitive interviews and focus groups are proficient instruments for understanding the root causes of problems. In surveys, the sequence of questions also matters. Initially, individual questions need to be sorted in wide thematic categories, which eventually become separate sections when structuring the questionnaire. In the event that the first question is to be self administered, then it deserves special attention. This is because it signals to the respondent whether the survey will be interesting, what the survey is about, and how easy it will be. This first question needs to be collected to the fundamental purpose of the survey, and to some extent should apply to all individuals in the sample.
In designing survey questions, it is not prudent to jump abruptly into sensitive issues without letting the respondents prepare for such questions. Matrix questions are questions, which have the same response choices and have a common theme. They are written so that the common initial phrases apply to everyone. Attractive questionnaires, which are spacious, clear, clean, and neat, are more likely to be completed, hence, minimizing the chances of confusion to either the interviewers or respondents during interviews. Surveys can be administered either electronically or, in person, by phone, group administration, or by mail. Survey research designs do not pose ethical dilemmas compared to field or experimental research designs.
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