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Optimal Experience is Australasia’s leading research and design consultancy. Our focus is making the world a more user-friendly place, online and offline. Our passionate team of research and design specialists are based in Sydney, Auckland and Wellington.

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It’s pretty simple really: we help you to deliver world-class customer experiences. We find out exactly how people use your website, product or service, and use this information to design experiences that are easy and enjoyable to use.  

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Complexities of Survey Design

Posted by Michael Dutton in statistics and trends, surveys, Uncategorized, usability tools on January 27, 2015.

“It’s so easy,” she said, “just put it into Survey Monkey.”

The truth is, it is not that easy, for a multitude of reasons. Yes, it is easy to make a survey using a free online tool, but there are other factors, such as the experience for the person taking the survey and the experience the data scientist encounters with the tool. What about the survey design itself? It’s a topic we don’t often discuss and, all too often, people create surveys that should only be used to provide anecdotal (rather than validated) insights.

I often use the expression “you can spend 20 years researching…”, but it is true, especially here, where you can even get a PhD in psychometrics. That being said, I’ll focus this article on the upfront part of designing a survey: designing the purpose and developing the questions. If you are interested in longitudinal design, meta-analysis, or Bayesian probabilities, we have a few colleagues on staff who are happy to have a chat over coffee.

2015-01-27 Survey Article MICHAEL

It may seem basic, but asking “what are the goals/purpose/use of this survey?” leads to a lot of other questions that inform survey design. Some of our clients know very little about their target customers and use surveys as exploratory tools in the customer research process. We also have clients who use surveys as a way to validate their research processes. For example, we are currently interviewing a large group of customers to understand how they may perceive and react to a change in the industry. Since we can’t interview everyone, we are starting with a small relevant sample. Their feedback so far hasn’t been homogenous, which will allow us to better design a survey for a larger sample size, drilling down in the right areas to provide more valid results.  Read more »

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