Continuous Improvement and Planning Team
EXSITE! Questionnaire surveys
Properly done, surveys can provide useful feedback relatively cost-effectively. They are sometimes conducted by telephone but more frequently by mail or online. Regular stakeholders will usually respond to mail surveys, but typically, there is a low response rate, often from 10% to 50%. Consequently you will need to send out many more forms than you hope to get responses. Even so, it is often hard to know how representative your actual sample is.
There is a greater likelihood that stakeholders will respond to telephone surveys, but there is also some resistance to the intrusive nature of this method, largely because they tend to be the tools of trade of relatively anonymous marketing companies.
Questionnaires can take many forms, using checklists, rating scales, multiple choice questions, open-ended questions and so on. Many questionnaires contain a combination of several different question types. Each type of question will yield different data, so it is important to be clear about the kind of information you want from it and how you will use it before you design your questionnaire.
Adapted from 2004 Monash University ABN 12 377 614 012 Last updated: 23 May 2005 – Maintained by firstname.lastname@example.org
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