Sumber : http://www.ucsur.pitt.edu/surveyresearch.htm
Survey Design
Sample Design
Examples of the types of samples provided include:

Random digit dialing (RDD) samples: particularly suited for telephone surveys of
the general population, randomly selected computer-generated telephone
numbers, including both listed and unlisted, are used to target specific geographic
areas. RDD sampling for any region of the United States is available (e.g., county,
state, MSA, national). SRP uses software to draw RDD samples in-house, and also
has the capability to target areas with particular demographic characteristics.

Targeted/listed samples: samples to reach specific subgroups or rare populations.
These are useful for telephone recruitment of participants for larger studies. They
are also used for supplementing RDD samples with over-samples of rare
populations. SRP can also assist in developing or updating study-specific
population lists.
Sumber: http://www.websurveyor.com/pdf/JustAsk-Custsat.pdf.
Build Loyalty By Understanding Your Customers
An increase in customer retention of just 5 percent improves profits by
25 to 95 percent, according to business consulting firm Bain & Company.
Customer loyalty plays a vital role for any successful business. That
loyalty is not given easily, it is earned. To do so, you must understand
your customers and their satisfaction levels.
Measuring customer satisfaction is not a sporadic occurrence. It should
be an ongoing business process. In this paper, we will discuss how you
can implement effective satisfaction surveys that get results and increase
customer satisfaction.
Here are general recommendations:
1. Keep it simple. Your customers want to respond to your survey, but
you should make it as easy as possible for them. How you invite them to
participate, the way you ask questions and what design template you use
will affect participation rates. In many regards, the simpler the better.
Also, write your questions clearly so that people who are not native
speakers of your language can understand the questions.
2. Keep it short. Choose the length of your survey based on the type of
product or service you sell, how much they spent for your product or how
often they use the product or contact your company. Generally speaking,
about 20 to 30 questions are appropriate for an image-based survey and
no more than ten are appropriate for a transactional survey (more on
what these
two types of surveys are in the next section). Any survey over 40
questions will have a high
abandonment rate.
3. Keep your implied promises. If your goal is to identify what your
organization can change to improve satisfaction levels, you need to be
willing to respond to survey results. Your
customers will view the survey as a mechanism by which they can affect
change. If they don't see any improvements, they will become
disillusioned and will view the company negatively.This means you need
to concentrate on measuring concrete factors over which you have
control, such as response time, delivery policies, support professionalism,
and order accuracy.
Avoid generalized questions such as "Do you think XYZ is a good
company?" One respondent may think "good" refers to skill, while the
next may think it means morally good.
In both cases, you can't learn enough from this type of question to make
any concrete changes.