Essentials of Marketing Research William G. Zikmund Chapter7: Survey Research

Surveys Surveys ask respondents for information using verbal or written questioning

Respondents Respondents are a representative sample of people

Gathering Information via Surveys Quick Inexpensive Efficient Accurate Flexible

Problems Poor Design Improper Execution

Total error Systematic error (bias) Random sampling error Tree Diagram of Total Survey Error

Random Sampling Error A statistical fluctuation that occurs because of change variation in the elements selected for the sample

Systematic Error Systematic error results from some imperfect aspect of the research design or from a mistake in the execution of the research

Systematic error (bias) Administrative error Respondent error Tree Diagram of Total Survey Error

Sample Bias Sample bias - when the results of a sample show a persistent tendency to deviate in one direction from the true value of the population parameter

Respondent error Nonresponse error Response bias Tree Diagram of Total Survey Error

Respondent Error A classification of sample bias resulting from some respondent action or inaction Nonresponse bias Response bias

Nonresponse Error Nonrespondents - people who refuse to cooperate Not-at-homes Self-selection bias Over-represents extreme positions Under-represents indifference

Response bias Unconscious misrepresentation Deliberate falsification Tree Diagram of Total Survey Error

Response Bias A bias that occurs when respondents tend to answer questions with a certain slant that consciously or unconsciously misrepresents the truth

Acquiescence bias Extremity bias Interviewer bias Auspices bias Social desirability bias Tree Diagram of Total Survey Error

Acquiescence Bias A category of response bias that results because some individuals tend to agree with all questions or to concur with a particular position.

Extremity Bias A category of response bias that results because response styles vary from person to person; some individuals tend to use extremes when responding to questions.

Interviewer Bias A response bias that occurs because the presence of the interviewer influences answers.

Auspices Bias Bias in the responses of subjects caused by the respondents being influenced by the organization conducting the study.

Social Desirability Bias Bias in responses caused by respondents’ desire, either conscious or unconscious, to gain prestige or appear in a different social role.

Systematic error (bias) Administrative error Respondent error Tree Diagram of Total Survey Error

Administrative Error Improper administration of the research task Blunders Confusion Neglect Omission

Data processing error Sample selection error Interviewer error Interviewer cheating Tree Diagram of Total Survey Error

Administrative Error Interviewer cheating - filling in fake answers or falsifying interviewers Data processing error - incorrect data entry, computer programming, or other procedural errors during the analysis stage. Sample selection error -improper sample design or sampling procedure execution. Interviewer error - field mistakes

Time Period for Surveys Cross-sectional Longitudinal

Communicating with Respondents Personal interviews Door-to-door Shopping mall intercepts Telephone interviews Self-administered questionnaires

Personal Interviews

Good Afternoon, my name is _________. I am with _________ survey research company. We are conducting a survey on_________

Door-to-Door Personal Interview Speed of data collection –Moderate to fast Geographical flexibility –Limited to moderate Respondent cooperation –Excellent Versatility of questioning –Quite versatile

Door-to-Door Personal Interview Questionnaire length –Long Item nonresponse –Low Possibility of respondent misunderstanding –Lowest

Door-to-Door Personal Interview Degree of interviewer influence of answer –High Supervision of interviewers –Moderate Anonymity of respondent –Low

Door-to-Door Personal Interview Ease of call back or follow-up –Difficult Cost –Highest Special features –Visual materials may be shown or demonstrated; extended probing possible

Mall Intercept Personal Interview Speed of data collection –Fast Geographical flexibility –Confined, urban bias Respondent cooperation –Moderate to low –Versatility of questioning Extremely versatile

Mall Intercept Personal Interview Speed of Data Collection –Fast Geographical Flexibility –Confined, urban bias Respondent Cooperation –Moderate to low –Versatility of Questioning –Extremely versatile

Mall Intercept Personal Interview Questionnaire length –Moderate to long Item nonresponse –Medium Possibility of respondent misunderstanding –Lowest

Mall Intercept Personal Interview Degree of interviewer influence of answers –Highest Supervision of interviewers –Moderate to high Anonymity of respondent – Low

Mall Intercept Personal Interview Ease of call back or follow-up –Difficult Cost –Moderate to high Special features –Taste test, viewing of TV commercials possible

Telephone Surveys

Speed of Data Collection –Very fast Geographical Flexibility –High Respondent Cooperation –Good Versatility of Questioning –Moderate

Telephone Surveys Questionnaire Length –Moderate Item Nonresponse –Medium Possibility of RespondentMisunderstanding –Average Degree of Interviewer Influence of Answer –Moderate

Telephone Surveys Supervision of interviewers –High, especially with central location WATS interviewing Anonymity of respondent –Moderate Ease of call back or follow-up –Easy

Telephone Surveys Cost –Low to moderate Special features –Fieldwork and supervision of data collection are simplified; quite adaptable to computer technology

Telephone Surveys Central location interviewing Computer-assisted telephone interviewing Computerized voice-activated interviews

Most Unlisted Markets Sacramento, CA Oakland, CA Fresno, CA Los Angles/Long Beach, CA

The Frame, November 2001 Published by Survey Sampling, Inc.

Self-Administered Questionnaires

Mail Surveys

Speed of data collection –Researcher has no control over return of questionnaire; slow Geographical flexibility –High Respondent cooperation –Moderate--poorly designed questionnaire will have low response rate

Mail Surveys Versatility of questioning –Highly standardized format Questionnaire length –Varies depending on incentive Item nonresponse –High

Mail Surveys Possibility of respondent misunderstanding –Highest--no interviewer present for clarification Degree of interviewer influence of answer –None--interviewer absent Supervision of interviewers –Not applicable

Mail Surveys Anonymity of respondent –High Ease of call back or follow-up –Easy, but takes time Cost –Lowest

Write a “sales oriented” cover letter Money helps - As a token of appreciation - For a charity Stimulate respondents’ interest with interesting questions Follow Up - Keying questionnaires with codes Advanced notification Sponsorship by a well-known and prestigious institution How to Increase Response Rates for Mail Surveys

Increasing Response Rates Effective cover letter Money helps Interesting questions Follow-ups Advanced notification Survey sponsorship Keying questionnaires

Questionnaire Surveys Speed of data collection –Instantaneous Geographic flexibility –worldwide Cheaper distribution and processing costs

Questionnaire Surveys Flexible, but –Extensive differences in the capabilities of respondents’ computers and software limit the types of questions and the layout s are not secure and “eavesdropping” can possibly occur Respondent cooperation –Varies depending if is seen as “spam”

Internet Surveys A self-administered questionnaire posted on a Web site. Respondents provide answers to questions displayed online by highlighting a phrase, clicking an icon, or keying in an answer.

Internet Surveys Speed of data collection –Instantaneous Cost effective Geographic flexibility –worldwide Visual and interactive

Internet Surveys Respondent cooperation –Varies depending on web site –Varies depending on type of sample –When user does not opt-in or expect a voluntary survey cooperation is low. –Self-selection problems in web site visitation surveys - participants tend to be more deeply involved than the average person.

Internet Surveys Versatility of questioning –Extremely versatile Questionnaire length –Individualized base on respondent answers –Longer questionnaires with panel samples Item nonresponse –Software can assure none

Internet Surveys Representative samples The quality of internet samples may vary substantially. A sample of those who visit a web page and voluntarily fill out a questionnaires can have self-selection error.

Internet Surveys 1) not all individuals in the general public have internet access 2) many respondents lack powerful computers with high-speed connections to the internet 3) many respondents computer skills will be relatively unsophisticated.

Internet Surveys Possibility for respondent misunderstanding –High Interviewer influence of answers –None Supervision of interviewers not required

Internet Surveys Anonymity of Respondent –Respondent can be anonymous or known Ease of Callback or Follow-up –difficult unless address is known Special Features –allows graphics and streaming media

Welcome Screen Welcome Screen like a cover letter It contains the name of the research company and how to contact the organization if there is a problem or concern. "If you have any concerns or questions about this survey, or if you experience any technical difficulties, please contact (NAME OF RESEARCH ORGANIZATION).

Welcome Screen should ask for password and give instructions Please enter your personal password from your invitation.Then, press the "enter" key to begin the survey or simply click on the right arrow at the bottom of the page to begin the survey (after you have read the remaining instructions): During the survey, please do not use your browser's FORWARD and BACK buttons. Use the arrows on the lower right to move backward and forward through the survey.

There is no best form of survey; each has advantages and disadvantages.

Selected Questions to Determine the Appropriate Technique Is the assistance of an interviewer necessary? Are respondents interested in the issues being investigated? Will cooperation be easily attained?

Selected Questions to Determine the Appropriate Technique How quickly is the information needed? Will the study require a long and complex questionnaire? How large is the budget?

Cross-Sectional Study A study in which various segments of a population are sampled Data are collected at a single moment in time.

Longitudinal Study A survey of respondents at different times, thus allowing analysis of changes over time. Tracking study - compare trends and identify changes –consumer satisfaction

Consumer Panel A longitudinal survey of the same sample of individuals or households to record (in a diary) their attitudes, behavior, or purchasing habits over time.