TURF stands for Total Unduplicated Reach and Frequency Analysis. Reach means how many people you contact, and frequency refers to how often you are in contact with the people you reach. It is a statistical model that can used to answer questions like:
QuestionPro conducts surveys on a regular basis. One of these surveys had to do with people’s experience using airlines. One of the questions had to do with the level of satisfaction with various aspects of a flight experience. According to the basic analysis, the top three items people were least satisfied with were: oversize baggage fees, checked baggage fees, and handling care (damage, lost luggage).
At first glance, it looks like focusing on those three areas would be the best use of our time. A TURF analysis can help us determine if this is truly the case.
To start the TURF analysis, click TURF Analysis on the side menu. You will see the questions available from your survey for conducting a TURF analysis. In the case of this survey, the satisfaction question is the only question that meets the requirements for this type of analysis.
Click the question for which you want to run a TURF analysis. You can now select from give analysis options: Top/Down Reach, Analysis, Simulator, Price Modeling, and Line Optimization.
This shows you how many potential clients you would reach if you focused on any one particular item. To use this, simply click Calculate Top/Down Reach. In this example, focusing on improving customer experience with checked baggage fees, you would reach 47% of the total population. Please note that this is based on the number of people surveyed. You will need to be sure that your sample size is large enough to be able to make inferences about the total population you are studying.
Analysis lets you mix and match up options to determine what kind of reach you would have if you focused on those particular combinations. To use this, check the boxes next to the options you want to include in the calculation, then click Calculate Unduplicated Reach.
The simulator lets you choose how many items you want to focus on, then simulates the reach, cost, and count (based on the number of responses to your survey) for every combination of choices possible. In this example, respondents had seven choices. We ran an analysis on every combination of up to five choices to determine the best possible mix of items to focus on for the maximum reach. We only show the top three combinations here (a total of 21 were calculated).
To use this, select the number of choices you want to include in the simulator using the drop-down. Then click Simulate Choices.
Price modeling is just as it sounds. You enter the budget you are willing to spend overall and the tolerance you have (wiggle room) within that budget. For our example, we said we had a budget of 100 USD and a tolerance of 10%. You can also assign weights rather than prices. Click Simulate Price Modeling to calculate the every possible option group based on the budget desired, starting with the lowest budget threshold (budget – % tolerance) and working up to the highest budget amount. Note: If you go back to the simulator, you will find that the option sets here are now calculated with pricing.
Line Optimization calculates the group of items that will meet your minimum reach desired at the lowest cost. To use this, simply input your minimum reach desired, adjust pricing if desired (if prices were assigned in Price Modeling, they will carry over to this tab), and click Simulate Line Optimization.