Survey Forms

Student Outcome

-Able to identify and understand basic survey forms, spreadsheets and graphs.

Survey Forms

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Surveys
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A survey:
- is a form with a set of questions.
- collects information or customer feedback on products or services.
Feedback helps businesses evaluate the services they offer, and helps them identify:
- what customers liked.
- where to spend money.
- what products to purchase.
- how to improve the business.
- whether to continue in the same way.
- what else can be done for a customer.
A happy customer is likely to return. An unhappy customer will probably not come back, and may tell others about dissatisfaction. Your business may lose a lot of business.

Examples of Surveys
- Hotel Guest Survey
  - Receive feedback from guests about service provided.
  - Helps hotel make improvements and changes.
- Food Survey
  - Used to assess the quality of food served in a hotel or restaurant.
  - Helps businesses improve the quality of food served and provide better customer service.
- Housekeeping Survey
  - Used to get feedback about quality of service provided by the housekeeping department.
  - Helps businesses improve housekeeping services.
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Conducting Surveys
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How is information collected
- in person
- by mail
- by phone
- via the Internet
In person
- people more cooperative
- survey is more interactive
- higher response rate
- allows for longer and more complex interviews
- very expensive
- time consuming
By mail
- lowest cost
- participants can take their time to answer questions
- difficult to obtain cooperation
- slowest method of collecting data
By phone
- better response rate than by mail
- less expensive than in person
- takes less time
- questions need to be kept very basic
- does not include people without phones or those with unlisted numbers
Via the Internet
- quick to complete
- very cost effective
- can reach a wide range of people
- not everyone owns a computer and is connected to the Internet
Sometimes people cannot or will not participate in a survey.

To minimise this problem you could offer an incentive, such as free merchandise or a small cash reward.
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Survey Data
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Survey information needs to be organised in a way that makes it easy to interpret.

It may be reported in a:
- table
  - simple way to show results to others.
- spreadsheet
  - same data from table.
  - arranged in rows and columns.
  - calculations can be made accurately and efficiently.
- graph
  - excellent way of displaying information.
  - quick way of showing results of surveys.
  - easy to understand the information.
  - column graphs clearly show the differences in the results of surveys.
Report of data gives recommendations to:
- improve customer service.
- improve the reputation of the establishment.
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Online Survey Services
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Advantages of online surveys include:
- quick to complete.
- cost effective.
- can reach many people.
Process of setting up an online survey:
- name the survey.
- choose settings to show how the survey should look.
- setup the questions.
  - multiple choice - select ONE answer.
  - multiple choice with multiple answers - click all answers that apply.
  - essay box - can type in anything you wish.
The survey will be:
- previewed.
- sent to customers with a customised message.
- completed by customers and sent back.
Responses to survey
- click on analyse results tab.
- see each question with a summary of the answers.
- see a graph showing people's choices from multiple choice questions.
- essay type question.
  - no graph.
  - comments from customers need to be read.

Say It

There are 2 parts in this section.
1. The Glossary
The glossary lists the more difficult words related to the topic in alphabetical order. The glossary also gives the meaning for each word.
2. Look, Cover, Write, Check!
This activity gives you practice at remembering and writing the words from the glossary.
The Glossary

Do It: Surveys

Gathering information is an important way to help people make decisions. We all know customer satisfaction is essential to the survival of any business.

How do we find out whether customers are satisfied? The best way to find out is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is vital. How, when, and how often you ask these questions are also significant. However, the most important thing about conducting a survey is what you do with their answers.
Jump to Activities
Do It: What is a Survey?

A survey is a form with a set of questions on topics to collect information or customer feedback on products or services. Surveys can help businesses decide what needs changing, where money should be spent, what products to purchase, what problems might occur, and what may improve the functioning of the business.

The best part about surveys is that they can be used to answer any question about any topic.
Do It: Collecting Information

Survey data can be collected in a number of different ways - in person, by mail, telephone or via the Internet.

It is important to realise that sometimes people cannot or will not participate in a survey. One of the best ways to minimise this problem is to offer an incentive. This means that the customer or guest receives something in return for completing the survey. The incentive could be a free ticket into a prize draw, free merchandise provided by that establishment or even a small cash reward.
Do It: What do we do with the Information Collected?

Once the information from a survey has been collected, it needs to be organised in a way that makes it easy to interpret, especially if you are presenting this information to a group of people in meetings or providing the information in a written report for others to read.

Sometimes, you can report the information in a table. A table is a very simple way to show others the results.

Alternatively, a spreadsheet can be created to organise the same data from the table. A spreadsheet is a table of values arranged in rows and columns. They are a useful tool because data can be entered and calculations can be performed accurately and efficiently.

Nothing makes a report look better than a graph. Graphs are an excellent way of displaying information that has been entered into a spreadsheet.