Chapter-15: Questionnaire Design © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Questionnaire Quality and Design: Basic Considerations • Questionnaire design is one of the most critical stages in the survey research process. A questionnaire (survey) is only as good as the questions it asks—ask a bad question, get bad results. Composing a good questionnaire appears easy, but it is usually the result of long, painstaking work. The questions must meet the basic criteria of relevance and accuracy. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Decisions in Questionnaire Design 1. What should be asked? 2. How should questions be phrased? 3. In what sequence should the questions be arranged? 4. What questionnaire layout will best serve the research objectives? 5. How should the questionnaire be pretested? Does the questionnaire need to be revised? © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. What Should Be Asked? • Questionnaire Relevancy All information collected should address a research question in helping the decision maker in solving the current business problem. • Questionnaire Accuracy Increasing the reliability and validity of respondent information requires that: Questionnaires should use simple, understandable, unbiased, unambiguous, and nonirritating words. Questionnaire design should facilitate recall and motivate respondents to cooperate. Proper question wording and sequencing to avoid confusion and biased answers. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Wording Questions • Open-ended Response Questions Pose some problem and ask respondents to answer in their own words. Advantages: Are most beneficial in exploratory research, especially when the range of responses is not known. May reveal unanticipated reactions toward the product. Are good first questions because they allow respondents to warm up to the questioning process. Disadvantages: High cost of administering open-ended response questions. The possibility that interviewer bias will influence the answer. Bias introduced by articulate individuals’ longer answers. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Wording Questions (cont’d) • Fixed-alternative Questions Questions in which respondents are given specific, limited-alternative responses and asked to choose the one closest to their own viewpoint. Advantages: Require less interviewer skill Take less time to answer Are easier for the respondent to answer Provides comparability of answers Disadvantages: Lack of range in the response alternatives Tendency of respondents to choose convenient alternative © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Types of Fixed-Alternative Questions • Simple-dichotomy (dichotomous) Question Requires the respondent to choose one of two alternatives (e.g., yes or no). • Determinant-choice Question Requires the respondent to choose one response from among multiple alternatives (e.g., A, B, or C). • Frequency-determination Question Asks for an answer about general frequency of occurrence (e.g., often, occasionally, or never). • Checklist Question Allows the respondent to provide multiple answers to a single question by checking off items. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Phrasing Questions for Self-Administered, Telephone, and Personal Interview Surveys • Influences on Question Phrasing: The means of data collection—telephone interview, personal interview, self-administered questionnaire— will influence the question format and question phrasing. Questions for mail, Internet, and telephone surveys must be less complex than those used in personal interviews. Questionnaires for telephone and personal interviews should be written in a conversational style. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.1 Reducing Question Complexity by Providing Fewer Responses for Telephone Interviews © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Guidelines for Constructing Questions • Avoid complexity: Simpler language is better. • Avoid leading and loaded questions. • Avoid ambiguity: Be as specific as possible. • Avoid double-barreled items. • Avoid making assumptions. • Avoid burdensome questions that may tax the respondent’s memory. • Make certain questions generate variance. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. What Is the Best Question Sequence? Order bias Bias caused by the influence of earlier questions in a questionnaire or by an answer’s position in a set of answers. Funnel technique Asking general questions before specific questions in order to obtain unbiased responses. Filter question A question that screens out respondents who are not qualified to answer a second question. Pivot question A filter question used to determine which version of a second question will be asked. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.2 Flow of Questions to Determine the Level of Prompting Required to Stimulate Recall © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. What Is the Best Layout? • Traditional Questionnaires Multiple-grid question Several similar questions arranged in a grid format. The title of a questionnaire should be phrased carefully: To capture the respondent’s interest, underline the importance of the research Emphasize the interesting nature of the study Appeal to the respondent’s ego Emphasize the confidential nature of the study To not bias the respondent in the same way that a leading question might © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.3 Layout of a Page from a Telephone Questionnaire © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.4 Telephone Questionnaire with Skip Questions © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.5 Personal Interview Questionnaire © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.6 Example of a Skip Question © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Internet Questionnaires • Graphical User Interface (GUI) Software The researcher can control the background, colors, fonts, and other features displayed on the screen so as to create an attractive and easy-to-use interface between the user and the Internet survey. • Layout Issues Paging layout - going from screen to screen. Scrolling layout – entire questionnaire appears on one page and respondent has the ability to scroll down. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Internet Questionnaire Layout • Push Button A small outlined area, such as a rectangle or an arrow, that the respondent clicks on to select an option or perform a function, such as submit. • Status Bar A visual indicator that tells the respondent what portion of the survey he or she has completed. • Radio Button A circular icon, resembling a button, that activates one response choice and deactivates others when a respondent clicks on it. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Internet Questionnaire Layout (cont’d) • Drop-down Box A space saving device that reveals responses when they are needed but otherwise hides them from view. • Check Boxes Small graphic boxes, next to an answers, that a respondent clicks on to choose an answer; typically, a check mark or an X appears in the box when the respondent clicks on it. • Open-ended Boxes Boxes where respondents can type in their own answers to open-ended questions. • Pop-up Boxes Boxes that appear at selected points and contain information or instructions for respondents. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.7 Question in an Online Screening Survey for Joining a Consumer Panel © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. EXHIBIT 15.8 Alternative Ways of Displaying Internet Questions © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Internet Questionnaire Layout (cont’d) • Software That Makes Questionnaires Interactive Variable piping software Allows variables to be inserted into an Internet questionnaire as a respondent is completing it. Error trapping software Controls the flow of an Internet questionnaire. Forced answering software Prevents respondents from continuing with an Internet questionnaire if they fail to answer a question. Interactive help desk A live, real-time support feature that solves problems or answers questions respondents may encounter in completing the questionnaire. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Pretesting and Revising Questionnaires • Pretesting Process Seeks to determine whether respondents have any difficulty understanding the questionnaire and whether there are any ambiguous or biased questions. • Preliminary Tabulation A tabulation of the results of a pretest to help determine whether the questionnaire will meet the objectives of the research. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved. Designing Questionnaires for Global Markets • Back Translation Taking a questionnaire that has previously been translated into another language and having a second, independent translator translate it back to the original language. A questionnaire developed in one country may be difficult to translate because equivalent language concepts do not exist or because of differences in idiom and vernacular. © 2016 Cengage Learning India Pvt. Ltd. All rights reserved.
