{"id":916,"date":"2009-12-09T06:59:37","date_gmt":"2009-12-09T06:59:37","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=916"},"modified":"2023-08-24T06:18:39","modified_gmt":"2023-08-24T06:18:39","slug":"what-happens-when-you-change-survey-methods","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/what-happens-when-you-change-survey-methods\/","title":{"rendered":"What Happens When You Change Survey Methods"},"content":{"rendered":"
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My last article about changing rating scales <\/a>prompted this e-mail from a reader.<\/p>\n\n\n\n

Over many years of surveying customers and guests I have had to grapple many times with changing methodology: not just changing scales but in changing data collection methods.  Now, more than ever, many clients are thinking about, if not already, switching to data collection through email surveys and internet based surveying.  As the saying goes \u201cEveryone else is doing it so we should too\u201d.<\/em><\/p>\n\n\n\n

What faces us is the question of how to explain the differences in scores achieved by the surveying methods. For example, having conducted large scale guest satisfaction surveys across many European countries using intercept surveying we must now convert our collection methods to internet services.  Using the exact same questionnaire but administering the survey by email we witness an average drop in satisfaction rating of 9-10% across the board.  For companies firmly focused on customer satisfaction this drop is very disconcerting.<\/em><\/p>\n\n\n\n\t

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