To gather data from a large population.
When determining whether a change was successful.
To evaluate suggested changes.
When evaluating patient or employee satisfaction.
1. DECIDE WHAT YOU WANT TO LEARN and to what end the results will be used.
2. DECIDE WHO SHOULD BE SURVEYED.
3. DECIDE ON THE SURVEY TYPE.
4. DECIDE SURVEY FORMAT (e.g., numerical rating, numerical ranking, yes/no, multiple choice, open-ended, or a mixture).
5. BRAINSTORM QUESTIONS and if using multiple choice responses, brainstorm possible answers as well.
6. PRINT SURVEY or list of questions for interviewer.
7. PILOT TEST SURVEY and collect feedback on whether respondents will be able to understand the questions.
8. MAKE NECESSARY CHANGES based on feedback. Ensure you have all the necessary data.
9. FINALIZE THE SURVEY.
10. DISTRIBUTE THE SURVEY (in-person, mail, fax, Web-based, or e-mail attachment) to targeted individuals. If necessary, include instructions on how to return the completed survey.
11. COMPILE AND ANALYZE THE RESULTS.
Are many types and formats.
Poorly written surveys provide substandard feedback.
Creating survey can be difficult and time consuming.
American Society for Quality. Data collection and analysis tools: survey. 2009 [cited 2009 June 30]; Available from: http://www.asq.org/learn-about-quality/data-collection-analysis-tools/overview/survey.html
Lighter D. Process orientation in health care quality. In: Moore C, editor. Quality management in health care: principles and methods. 2nd ed. Sudbury, MA: Jones and Bartlett Publishers; 2004. p. 43-101.
George M, Rowlands D, Price M, et al. Voice of the customer. The lean six sigma pocket toolbook. New York: McGraw - Hill; 2005. p. 55-68.