Advantages of Written Questionnaires Questionnaires are very cost effective when compared to face-to-face interviews. This is especially true for studies involving large sample sizes and large geographic areas. Written questionnaires become even more cost effective as the number of research questions increases.
Questionnaires are easy to analyze. Data entry and tabulation for nearly all surveys can be easily done with many computer software packages.
Questionnaires are familiar to most people. Nearly everyone has had some experience completing questionnaires and they generally do not make people apprehensive.
Questionnaires reduce bias. There is uniform question presentation and no middle-man bias. The researcher's own opinions will not influence the respondent to answer questions in a certain manner. There are no verbal or visual clues to influence the respondent.
Questionnaires are less intrusive than telephone or face-to-face surveys. When a respondent receives a questionnaire in the mail, he is free to complete the questionnaire on his own time-table. Unlike other research methods, the respondent is not interrupted by the research instrument.
Disadvantages Of Written Questionnaires One major disadvantage of written questionnaires is the possibility of low response rates. Low response is the curse of statistical analysis. It can dramatically lower our confidence in the results. Response rates vary widely from one questionnaire to another (10% - 90%), however, well-designed studies consistently produce high response rates.
Another disadvantage of questionnaires is the inability to probe responses. Questionnaires are structured instruments. They allow little flexibility to the respondent with respect to response format. In essence, they often lose the "flavor of the response" (i.e., respondents often want to qualify their answers). By allowing frequent space for comments, the researcher can partially overcome this disadvantage. Comments are among the most helpful of all the information on the questionnaire, and they usually provide insightful information that would have otherwise been lost.
Nearly ninety percent of all communication is visual. Gestures and other visual cues are not available with written questionnaires. The lack of personal contact will have different effects depending on the type of information being requested. A questionnaire requesting factual information will probably not be affected by the lack of personal contact. A questionnaire probing sensitive issues or attitudes may be severely affected.
When returned questionnaires arrive in the mail, it's natural to assume that the respondent is the same person you sent the questionnaire to. This may not actually be the case. Many times business questionnaires get handed to other employees for completion. Housewives sometimes respond for their husbands. Kids respond as a prank. For a variety of reasons, the respondent may not be who you think it is. It is a confounding error inherent in questionnaires.
Finally, questionnaires are simply not suited for some people. For example, a written survey to a group of poorly educated people might not work because of reading skill problems. More frequently, people are turned off by written questionnaires because of misuse.
Questionnaire Design - General Considerations Most problems with questionnaire analysis can be traced back to the design phase of the project. Well-defined goals are the best way to assure a good questionnaire design. When the goals of a study can be expressed in a few clear and concise sentences, the design of the questionnaire becomes considerably easier. The questionnaire is developed to directly address the goals of the study.
One of the best ways to clarify your study goals is to decide how you intend to use the information. Do this before you begin designing the study. This sounds obvious, but many researchers neglect this task. Why do research if the results will not be used?
Be sure to commit the study goals to writing. Whenever you are unsure of a question, refer to the study goals and a solution will become clear. Ask only questions that directly address the study goals. Avoid the temptation to ask questions because it would be "interesting to know".
As a general rule, with only a few exceptions, long questionnaires get less response than short questionnaires. Keep your questionnaire short. In fact, the shorter the better. Response rate is the single most important indicator of how much confidence you can place in the results. A low response rate can be devastating to a study. Therefore, you must do everything possible to maximize the response rate. One of the most effective methods of maximizing response is to shorten the questionnaire.
If your survey is over a few pages, try to eliminate questions. Many people have difficulty knowing which questions could be eliminated. For the elimination round, read each question and ask, "How am I going to use this information?" If the information will be used in a decision-making process, then keep the question... it's important. If not, throw it out.
One important way to assure a successful survey is to include other experts and relevant decision-makers in the questionnaire design process. Their suggestions will improve the questionnaire and they will subsequently have more confidence in the results.
Formulate a plan for doing the statistical analysis during the design stage of the project. Know how every question will be analyzed and be prepared to handle missing data. If you cannot specify how you intend to analyze a question or use the information, do not use it in the survey.
Make the envelope unique. We all know how important first impressions are. The same holds true for questionnaires. The respondent's first impression of the study usually comes from the envelope containing the survey. The best envelopes (i.e., the ones that make you want to see what's inside) are colored, hand-addressed and use a commemorative postage stamp. Envelopes with bulk mail permits or gummed labels are perceived as unimportant. This will generally be reflected in a lower response rate.
Provide a well-written cover letter. The respondent's next impression comes from the cover letter. The importance of the cover letter should not be underestimated. It provides your best chance to persuade the respondent to complete the survey.
Give your questionnaire a title that is short and meaningful to the respondent. A questionnaire with a title is generally perceived to be more credible than one without.
Include clear and concise instructions on how to complete the questionnaire. These must be very easy to understand, so use short sentences and basic vocabulary. Be sure to print the return address on the questionnaire itself (since questionnaires often get separated from the reply envelopes).
Begin with a few non-threatening and interesting items. If the first items are too threatening or "boring", there is little chance that the person will complete the questionnaire. People generally look at the first few questions before deciding whether or not to complete the questionnaire. Make them want to continue by putting interesting questions first.
Use simple and direct language. The questions must be clearly understood by the respondent. The wording of a question should be simple and to the point. Do not use uncommon words or long sentences. Make items as brief as possible. This will reduce misunderstandings and make the questionnaire appear easier to complete. One way to eliminate misunderstandings is to emphasize crucial words in each item by using bold, italics or underlining.
Leave adequate space for respondents to make comments. One criticism of questionnaires is their inability to retain the "flavor" of a response. Leaving space for comments will provide valuable information not captured by the response categories. Leaving white space also makes the questionnaire look easier and this increases response.
Place the most important items in the first half of the questionnaire. Respondents often send back partially completed questionnaires. By putting the most important items near the beginning, the partially completed questionnaires will still contain important information.
Hold the respondent's interest. We want the respondent to complete our questionnaire. One way to keep a questionnaire interesting is to provide variety in the type of items used. Varying the questioning format will also prevent respondents from falling into "response sets". At the same time, it is important to group items into coherent categories. All items should flow smoothly from one to the next.
If a questionnaire is more than a few pages and is held together by a staple, include some identifying data on each page (such as a respondent ID number). Pages often accidentally separate.
Provide incentives as a motivation for a properly completed questionnaire. What does the respondent get for completing your questionnaire? Altruism is rarely an effective motivator. Attaching a dollar bill to the questionnaire works well. If the information you are collecting is of interest to the respondent, offering a free summary report is also an excellent motivator. Whatever you choose, it must make the respondent want to complete the questionnaire.
Use professional production methods for the questionnaire--either desktop publishing or typesetting and keylining. Be creative. Try different colored inks and paper. The object is to make your questionnaire stand out from all the others the respondent receives.
Make it convenient. The easier it is for the respondent to complete the questionnaire the better. Always include a self-addressed postage-paid envelope. Envelopes with postage stamps get better response than business reply envelopes (although they are more expensive since you also pay for the non-respondents).
The final test of a questionnaire is to try it on representatives of the target audience. If there are problems with the questionnaire, they almost always show up here. If possible, be present while a respondent is completing the questionnaire and tell her that it is okay to ask you for clarification of any item. The questions she asks are indicative of problems in the questionnaire (i.e., the questions on the questionnaire must be without any ambiguity because there will be no chance to clarify a question when the survey is mailed).
Qualities of a Good Question There are good and bad questions. The qualities of a good question are as follows:
1. Evokes the truth. Questions must be non-threatening. When a respondent is concerned about the consequences of answering a question in a particular manner, there is a good possibility that the answer will not be truthful. Anonymous questionnaires that contain no identifying information are more likely to produce honest responses than those identifying the respondent. If your questionnaire does contain sensitive items, be sure to clearly state your policy on confidentiality.
2. Asks for an answer on only one dimension. The purpose of a survey is to find out information. A question that asks for a response on more than one dimension will not provide the information you are seeking. For example, a researcher investigating a new food snack asks "Do you like the texture and flavor of the snack?" If a respondent answers "no", then the researcher will not know if the respondent dislikes the texture or the flavor, or both. Another questionnaire asks, "Were you satisfied with the quality of our food and service?" Again, if the respondent answers "no", there is no way to know whether the quality of the food, service, or both were unsatisfactory. A good question asks for only one "bit" of information.
3. Can accommodate all possible answers. Multiple choice items are the most popular type of survey questions because they are generally the easiest for a respondent to answer and the easiest to analyze. Asking a question that does not accommodate all possible responses can confuse and frustrate the respondent. For example, consider the question: