Fill in 3 given questionnaires!
Take notes on:
- Clarity if questions
- Easiness to answer
- Appearance (format)
Questionnaire 1: Treating Behavior
Clarity of questions
The questions in this questionnaire are easy to understand and clearly stated. Its first several questions have fulfilled the criteria of what a first question in a questionnaire should look like. The questions are easy for respondents to understand and also engage the attention and interest of the respondent because it is related to everyday situation of a person. However, the questions’ has the same answer options for all questions which may reduce the interest of the respondents because there is no variation. ...view middle of the document...
As Dillman (2007) argues that, to achieve as high a response rate as possible, this should be done on the first page of the questionnaire in addition to the covering letter. However, there is no In addition, at the end of the questionnaire there is no opening and closing sentence. The interviewer should explain clearly what they want the respondent to do with their completed questionnaire. A simple thank you to the respondent for completing the questionnaire and by providing a contact name and telephone number for any queries they may have would help the interviewer improve their questionnaire if any.
Questionnaire 2: Customers’ Satisfaction Towards xxx Insurance
Clarity of questions
The six questions in the tangible section are clear and easy to understand. The wording of the questions is related to the topic of the questionnaire which is interesting for the respondents. However, the questions in the reliability and responsiveness section are not clear enough for respondents to answer. For example, in the reliability section question one until five; there is no clear explanation on what the process or what the question is referring to. Respondent might think that it is referring to the insurance agents, the process or any other object that is intended by the interviewer. It is better of the interviewer gives a clear explanation of it in order to avoid misunderstanding between the interviewer and the respondent.
Easiness to answer
Due to the clarity of the questions in the tangible section, it is easy for the respondent to answer. However the two other sections are not easy to answer due to the meaning of each question and also the wording is too formal which is not easy to read.
The general format of the questionnaire is easy to overlook at the general information section, yet at the core questions section the format is not neat and too loaded in one row. The satisfaction level and urgency level boxes would be better if they are separated in order to avoid respondents to accidentally miss one or two answers. As stated in questionnaire one, at the end of the questionnaire...