تفاصيل الدورة

A 3 day program for someone responsible for conducting or overseeing a survey research program, whether the focus is customer satisfaction, employee satisfaction, training program evaluation, customer product needs, or another area where survey research is appropriate.

Day 1
  • Survey Project Management
  • Definition of a scientific survey and key terminology
  • Types of surveys: periodic (relationship), transaction-driven, one-time ad-hoc
  • Key stages of a survey project and requirements of the project manager
  • Factors that support success in a survey project
  • Exercise: Developing a Statement of Purpose and how it drives the project flow
  • Questionnaire Design (Instrument Design)
  • The questionnaire design process: The steps to follow
  • Types of questions: demographic, attitudinal, and attributes of the relationship being measured
  • How to identify the questions needed on the survey to achieve the research objectives:
  • Role of focus groups, interviews, and other research techniques
  • Criticality of pilot testing (pre-tests)
  • Critical issues in design of a valid questionnaire:
  • Identifying common errors in question construction that lead to instrumentation bias, , double-barrel questions, ambiguous wording, recall expectations, loaded wording
  • Elements of a questionnaire: Introductions, instructions, initiation, section headings, and closings. Formatting a questionnaire.
  • Question sequencing and branching
  • Controlling for biases the respondent brings to the process: response bias
  • Exercises: Identifying attributes to measure on a survey and classifying them
  • - Critiquing a Survey Instrument (with lots of problems)
  • - Developing Scales
  • - Drafting survey questions

Day 2
  • Questionnaire Design (continued)
  • Review of various question formats (open-ended text, multiple choice, ordinal, interval, and ratio) and their effective use
  • Impact of question format on data analysis potential
  • Creating interval-rating scales and anchor selection, including Likert scales (or Likert-type scales). Key considerations in scale construction.
  • Special topics: Techniques for generating actionable data and measuring importance
  • Administration of the Survey Instrument
  • Comparison of the advantages and disadvantages of the various administration methods:
  • - Telephone surveys, IVR surveys, postal mail surveys, email surveys, and online web surveys (Internet surveys)
  • Discussion of administration biases and how to minimize them
  • Response rate requirements for statistically valid results
  • Statistical confidence given a number of responses
  • Create the survey sample: Review of various sampling techniques
  • Techniques to increase response rates and minimize non-response bias
  • Specific issues and concerns for telephone and online survey administration methods

Day 3
  • Analysis of the Survey Data
  • What to do before you start analysis: Setting up the spreadsheet and data cleansing
  • Options for analyzing the data
  • Generating descriptive statistics using Excel
  • Bivariate and multivariate statistical analysis options with specific treatment of correlation and regression analysis
  • Determining whether survey scores across groups are significantly significant differences: t-tests and Chi-square tests
  • Pivot tables to generate analysis
  • Statistically identifying the importance of various attributes to the survey group's overall view of the organization
  • The hands-on part of the Data Analysis day is focused on attendees analyzing their own data set. Bring your laptop and a data set and you will apply the techniques we learn. Don't have a data set yet? We will have a sample data set that you can analyze. As noted above, we have learned that most people are not comfortable doing this analysis in the group setting. But you are certainly welcome to do the analysis.

You will learn how
  • Create a survey questionnaire design that generates more actionable & valid data
  • Use all the potential survey question formats to meet your research needs
  • Write good survey questions, especially for Likert interval rating scale questions
  • Understand statistical confidence, survey sampling & how to get higher response rates
  • Reduce the biases your current survey practices may be introducing into the survey data set, corrupting the value of the data
  • Find the full message in your survey data
  • Apply the proper statistical procedure to answer a survey research question
  • Be more efficient in doing the survey analysis
  • Determine whether a change in survey scores over time is just by chance or is a statistically significant change in operational performance.
تحديث بتاريخ 15 August, 2017

Job titles this course is suitable for

Do you rely on inexperienced & "numerically-challenged" researchers for a comprehensive interpretation of your feedback issues the design of appropriate survey instruments the tuning of these instruments to the job at hand performing reliable survey data analysis Or, do you want to do a much better job of establishing a feedback management program that leverages all that needs to be heard from customers, your employees and other stakeholders? Then You Need This Course!

وظائف مناسبة لهذه الدورة

Survey Designers,Daya Analytics Specialists,Customer Service Professionals,Call Centre Managers,Call Centre Supervisors/Team Leaders,Sales/Marketing/Customer Service Directors,Business Development Managers,CRM Decision Makers,Outsourcers,Call Centre Consultants

نبذة عن معهد INSIGHTS Middle East

INSIGHTS, a Dubai-based enterprise, is the only Call Centre dedicated, Professional Services Organisation in the Middle East region to offer a combination of:-

  • - Regional Experience (20 years serving the regional industry)
  • - Industry journals (spearheaded by "Telephony Middle East" magazine and the Customer Middle East online portal). – Official regional licensee for Contact Center Pipeline publication
  • - International Accreditation with recognised Global Industry bodies
  • - Call Centre Industry Advisory Council (CIAC), G-CEM, etc.
  • - Accredited, In-house Call Centre Training Programs (English & Arabic)
  • - Certified Call Centre Management Training Programs
  • - Call Centre Trainer Certification Programs
  • - Call Centre Training Material and Associated Resources
  • - Region's only dedicated Call Centre Roadshows, Conferences and Exhibitions. Main property is MECC, the annual Middle East Call Centre Show held in Dubai.
  • - Call Centre Consulting and other Professional Services
  • - Developer of the Call Centre Lifecycle Development System
  • - Organizes the Annual Middle East Call Centre Awards
  • - Developer of the Sentio Development, QA & Certification System
  • Access to a broad range of internationally recognised, certified and accredited Call Centre industry professionals, headed by our Chief Consultant, Dr. Brownell O'Connor.
عرض الجميع دورات INSIGHTS Middle East
دورات يمكنك الالتحاق بها على الفور... خذ دورة عبر الإنترنت على Business Analysis ابتداءً من الآن. See all courses

هل هذه الدورة التدريبية الاختيار المناسب لك؟

قيِم هذه الصفحة

لم تجد ما كنت تبحث عنه؟

أو