Client survey
Data collection team training presentation template
Session 1: Background information
How to use this template
• Modify each slide as needed – blue text is
instructions for you as you modify
• Keep these points in mind:
•
The 7x7 rule: don’t have more than 7 lines of text, and each line has at
most 7 words
•
Keep participants engaged with group work and interactive sessions
•
The trainer, not the slides, is the star of the show
•
Be sure that the trainer has thoroughly reviewed the entire toolkit and is
someone with survey experience
•
Spice up the slides with images if you like
About this organisation
• Insert 3-6 bullet points about what your
organisation does
About this project
• Insert 3-6 bullet points about the project whose
clients you are surveying
• (For example, about your social franchise)
Why do we need this survey?
• Explain the purpose of the survey
• Explain how the survey will benefit your
programme and its beneficiaries
• Understand who our clients are
• Ensure that we reach those in need
Franchisees
• Show a photo of one or two of your franchisees
• Explain what they are
• If appropriate, explain that they are independent,
and are cooperating with the survey out of
goodwill
Session 2: Respondent selection
How to select respondents
• Visit the facilities on your timetable
• Interview every nth client – modify this according
to your sampling tool results
• Interview clients til you reach the required number
The importance of the selection
procedure
• The sample has been carefully designed
• You must adhere exactly to the sampling
instructions
• Mistakes that can ruin the survey:
• Selecting respondents that are convenient
• Selecting respondents to finish quickly
The importance of the selection
procedure
Ask the group why it is so crucial to stick to the
sampling procedure
What might be different about a convenient
client?
What might be different when you select the easy
clients – the ones who are there now, the ones
who appear friendly, etc
Session 3: How to conduct a good
interview
Informed consent
Clients have the right to:
• to know what the survey is about and what it is for
• refuse to be interviewed
• refuse to answer any question
• end the interview whenever they like
• Rember interviewees are generously giving time
and information
Informed consent
Go through the informed consent sheet with the
group. Ask them:
• Does it cover everything the client needs to
know?
• Why is this more than a formality?
Leading questions
• A leading question encourages a particular
answer
Examples:
• “You use contraception, right?”
• “Don’t you use contraception?”
• “Do you use contraception, like condoms”
Leading questions
Ask the group for more examples of leading
questions
• Ask them why it’s important to avoid leading
questions
How to avoid leading
• Stick to the text in the questionnaire
If the respondent doesn’t understand:
• Try repeating the question
• Keep probing and further explanation neutral
Keep the interviewee comfortable
• Remain respectful and neutral
• Don’t judge the respondent
Is this good or bad:
• Interviewer: “Do you currently use any form of
contraception?”
• Respondent: “No”
• Interviewer: “Really? Oh okay…”
Role play
• This is a good opportunity to ask the interviewers
to practise with one another in a role play
• You may like to have two act out an interview, and
have the group observe and comment on what
they do
Session 4: Filling in the questionnaire
Questionnaire code
• This will depend on the coding system you have
decided on
Your writing
• Stick to capital letters (modify as required for the
language)
• It is worth taking longer to write clearer
• When you make an error:
• Cross it out with two lines
• Write the correct answer
Avoid inferring answers
• Only write down what the respondent says
• Do not assume what the respondent ‘meant’
Session 5: The questionnaire
Questionnaire
• During this session, the group will go through the
questionnaire question by question
• Read each one out loud and discuss as a group:
• How could the question be confusing?
• How would you probe or explain further?
Session 6: Quiz
Quiz questions
• Which is better, A or B?
Interviewer:
Quiz questions
• What is wrong with this:
Interviewer:
Quiz questions
• It is your fifth interview on the third day of data
collection. What questionnaire code should you
put down?
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Session 7: Practice in the field
Practice in the field
1. Ask one of the franchisees (if possible one not in
the sample), to use their clinic for the training.
2. Bring the data collection team and supervisors to
the facility – it may be easiest to separate them
into groups
3. Have the interviewers select respondents and
interview them, while being observed by
supervisors and the trainer
4. Ensure that all potential respondents understand
that the interview is to help train the interviewers,
and go through informed consent as normal