Survey
Also Known As
e-survey
Questionnaire
Examples
Description
A survey is a means of collecting data from a targeted group, typically key stakeholders, with the purpose of eliciting opinions, behavior, or knowledge, usually related to their needs or satisfaction. There are many formats for a survey including a questionnaire, an interview, or a focus group.
Uses
To gather data from a large population.
When determining whether a change was successful.
To evaluate suggested changes.
When evaluating patient or employee satisfaction.
How do I use this tool?
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.
Expertise Required
This tool is an advanced tool and requires formal training or education.
Advantages
Are many types and formats.
Disadvantages
Poorly written surveys provide substandard feedback.
Creating survey can be difficult and time consuming.
Where can I go to learn more?
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.