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In today’s global market, the more information you can get – the greater advantage you will have over your competition. Surveys are an ideal way to get a nearly limitless range of market research data with reliable results. The data gathered during an effective survey provides you with the unique opportunity to have detailed insight which allows you to make more effective decisions and utilize company resources more efficiently.
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With Call Center International, you can survey a variety of different nationalities and even countries at the same time. Or, you can go beyond the typically-offered Spanish language and target what other languages interest you most. Unlike most companies, we have on hand highly-trained agents in all different languages who are culturally-sensitive and can easily understand and explain what you want to convey or find out. Our methods are highly successful as communication and responses do not get “lost in translation”.
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CCI can conduct successful TELEPHONE, MAIL, ONLINE, and IN-PERSON surveys in whatever languages you choose. From public opinion surveys or polling so that you can better meet the public’s needs; to customer satisfaction or product awareness campaigns that will help you increase your business, CCI will develop a plan for you to reach a more diverse cross-section than you thought possible.
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With CCI, you can target:
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Consumers
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Voters
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Employees
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Patients
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Vendors
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Property owners
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Executives
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Clients
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English
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Afar
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Afrikaans
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Amharic
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Arabic
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Armenian
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Assamese
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Azerbaijani
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Belarusian
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Bengali
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Bislama
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Bosnian
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Bulgarian
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Catalan
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Chinese
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Croatian
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Czech
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Danish
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Dhivehi
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Dutch
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Dzongkha
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Esperanto
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Estonian
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Faroese
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Fiji
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Filipino
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Finnish
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Flemish
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French
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French Canadian
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Georgian
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German
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Greek
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Greenlandic
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Gujarati
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Hebrew
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Hindi
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Hungarian
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Icelandic
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Indonesian
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Irish
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Italian
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Japanese
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Khmer
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Kinyarwanda
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Kirundi
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Korean
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Kurdish
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Kyrgyz
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Macedonian
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Malagasy
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Malay
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Maltese
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Mandarin Chinese
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Marathi
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Marshallese
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Moldovan (Romanian)
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Mongolian
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Morrocan Arabic
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Myanmar (Burmese)
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Nepali
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Niuean
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Norwegian (Bokmal and Nynorsk)
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Pashto
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Persian (Farsi) Polish
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Portuguese
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Portuguese Brazil
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Punjabi
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Romanian
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Russian
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Samoan
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Sango
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Serbian
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Sesotho
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Sinhala
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Slovak
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Slovenian
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Somali
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Spanish
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Spanish Latin America
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Swahili
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Swedish
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Tagalog
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Tajic
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Telugu
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Thai
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Tigrinya
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Tokelauan
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Tongan
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Turkish
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Turkmen
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Tuvaluan
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Ukranian
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Urdu
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Uzbek
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Vietnamese
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Visaya
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Wolof
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If there is a language you would like offered that is not on our list, please contact us.
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Please note: Some languages may require additional preparation or setup time.
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Surveys require asking a representative sample of people for information using either verbal or written questions. According to the method of communication used, surveys can be classified as:
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- Interviews that take place when individuals respond to questions asked by interviewers. Interviews can be categorized based on how a researcher communicates with individuals and records the results. For example, interviews may be conducted door-to-door, in shopping malls, or on the phone.
- Questionnaires take place when individuals respond to questions they have read. In a sample survey using a self-administered questionnaire, distribution via the Internet is the most popular way to obtain a representative sample. This is a cost-effective option to the traditional mail questionnaire which is often timely and more expensive.
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Regardless of your industry or need, despite geographical boundaries, and beyond language barriers, CCI can help find answers to your questions.
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Choosing the right questions to ask in your survey is crucial to its success. Your Project Manager will advise you and offer you options on how to design your survey in order to get the best possible results. Knowing the types of questions to ask is the first step.
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Demographic Questions
(Click to Expand)
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Demographic questions are a very important part of any survey. They are used to identify characteristics such as age, gender, income, race, geographic location, number of children, etc.
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Demographic data can help a company or organization get an accurate picture of the group of people you are trying to understand. By better understanding the type of people who use or are likely to use a product, promotional resources to reach these people can be allocated in a more cost effective way.
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For example, demographic questions will help classify the difference between product users and non-users. Perhaps most of a company’s customers come from the South, are between the ages of 50 and 65, and have incomes between $60,000 and $85,000. This is useful information that can help a company create customer personas and target markets.
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Examples of demographic questions are:
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What is the highest level of school/education you have completed?
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Less than High School
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High School/GED
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Some College
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2-Year College Degree (Associates)
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4-Year College Degree (BA/BS)
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Master’s Degree
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Doctoral Degree
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Professional Degree (MD/JD)
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Yes-No Questions
(Click to Expand)
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'Yes-No” Questions are typically used at the beginning of a survey in order to “screen out” participants who are not interesting for the survey.
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A company might use this question to eliminate those participants who have not purchased the product or service in question.
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“Yes-No” Questions can also be used to separate people or branch them into groups of those who perhaps "have purchased" and those who "have not yet purchased" a product or service. Once separated, different questions can be asked of each of these groups. For example, the "have purchased" group can be asked how satisfied they are with the product or service, while the "have not purchased" group can be asked what the primary reasons for not purchasing are.
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An example of a "yes/no" question is:
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Do you use the internet to make purchases online?
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Multiple Choice Questions
(Click to Expand)
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A multiple-choice question presents mutually exclusive choices, with one (or possibly more) correct responses available. Multiple choice questions can provide clear categories to measure knowledge, skill, attitude, or behavior. They also allow for statistical summaries of large number of cases and reporting the results are simple and straightforward.
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It is important to consider including an "other" category for multiple choice questions because there may be other options that the survey creator might have overlooked. Multiple choice questions can ask for single or multiple answers.
In the following example, we could ask the respondent to select exactly one answer from the 6 possible, exactly 3 of the 6, or as many as 3 of the 6 (1, 2, or 3 answers can be selected).
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An example of a “multiple choice" question is:
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Which of the following locations would you consider attractive for next year’s conference?
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Atlanta
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Chicago
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Maui
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New York
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San Diego
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Vail
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Scaled Questions
(Click to Expand)
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Scaled questions allow participants to respond to a statement using defined measures. There are a variety of scales to choose from depending on the desired outcome.
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A scaled question is one in which someone chooses an answer from a scale or range that are all degrees of a response. For example, employees might be asked how they would rate the effectiveness of a particular manager on a scale of 1 to 5, where 1 would be poor and 5, outstanding.
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Consistency is very important in the presentation of scales, i.e. a number representing the low end of the scale in one question should not become the high end in another question in the same survey. Otherwise, it is possible to confuse people who might continue using the references from a previous question. It does not matter whether the scale runs low to high or high to low, like 1 being the top or the bottom, as long as the survey is consistent.
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Answers to scaled questions are often phrased as numeric scales, like asking employees how many hours a day they spend in meetings or asking consumers how many years of formal education they have. Such questions are good because their meaning is clear and can be interpreted in the same way by different people.
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Sometimes a numeric scale is not enough. If you ask people to rank on a scale of one to five how good a cracker tastes with no other explanation, subjects are likely to interpret the numbers differently. That is why many surveys use quantitative scales, in which levels are defined. An example is asking whether someone strongly disagrees, disagrees, is neutral, agrees, or strongly agrees with a given statement. These two approaches are also combined, like when someone ranks their satisfaction with a service and the high and low points in the scale have explained definitions.
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Remember that the more detailed the list of responses, the more time it takes to complete the survey, which can discourage people from doing so. A greater number of responses also complicates analysis. Typically, 10 different responses on a scale is about the maximum. If in doubt, it usually makes sense to err on the side of more choices, rather than less. You can always combine answers during analysis to create fewer categories, but there is no way to disentangle answers forced into the same category at the outset.
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Types of Scales
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Rank Order
(Click to Expand)
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Rank order scaling questions allow a certain set of criteria such as brands or products to be ranked based upon a specific attribute or characteristic.
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For example, if you know that Brand 1, Brand 2, Brand 3 and Brand 4 are most likely to be purchased, you may decide to rank them based upon a particular attribute.
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Ties may or may not be allowed. If you allow ties, several options will have the same scores.
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Randomizing answers may also be necessary. For example, in elections, being first on the list increases chances of election. Similar bias occurs in all questionnaires when the same answer appears at the top of the list for each respondent. Randomization corrects this bias by presenting a random choice order for each respondent.
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Example:
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Rank in order the following news programs in the order that are you most likely to watch. Begin by choosing the program you would choose first and give it a “1”. Then choose the one you would watch 2 nd and assign it a “2”. Continue to #6 being the “least likely”. Be sure that no two programs have the same ranking.
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Rating
(Click to Expand)
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A rating scale question requires a person to rate something like a product or brand along a well-defined, evenly spaced continuum. Rating scales are often used to measure the direction and intensity of attitudes.
The following is an example of a comparative rating scale question:
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How interested are you in technology?
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Very interested
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Somewhat interested
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Not sure
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Not interested
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Very disinterested
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Semantic Differential Scale
(Click to Expand)
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The semantic differential scale asks a person to rate something like a product, brand, or company based upon a rating scale (usually 5 or 7) that has two bi-polar adjectives at each end. F or example, `Excellent' and `Horrible'; would anchor both ends (or poles) of the scale.
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Because the question does not have any defined choices in the middle, the person answering the question chooses between the two adjectives. Using these questions, helps an organization understand the feeling or emotion that a person has about something.
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The following is an example of a semantic differential scale question:
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After watching the previous clip, would you say it was:
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1
Exciting
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2
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3
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4
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5
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Dull
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Likert Scale
(Click to Expand)
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In a Likert scale, respondents specify their level of agreement to a statement. The respondent is asked to indicate his or her degree of agreement with the statement or any kind of subjective or objective evaluation of the statement. (Strongly Agree - Agree - Undecided - Disagree or Strongly Disagree) Likert scaling also uses a bipolar scaling method, measuring either a positive or negative response.
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Here is an example of a Likert scale question:
The New York Times is a great newspaper.
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Strongly Agree
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Agree
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Not Sure
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Disagree
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Strongly Disagree
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Constant Sum
(Click to Expand)
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A constant sum question permits collection of "ratio" data, meaning that the data is able to express the relative value or importance of the options (option A is twice as important as option B).
Example:
The following question asks you to divide 100 points between a set of options to show the value or importance you place on each option. Distribute the 100 points giving the more important reasons a greater number of points. When thinking about the reasons you purchased our calling card, please rate the following reasons according to their relative importance.
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Price (Rate) of the calling card
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_________
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Pin-less dialing option/feature
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_________
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Connection quality
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_________
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Customer service in your native language
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_________
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Quality of customer service personnel
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_________
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Total
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100
points
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This type of question is used when a company is relatively sure of the reasons for purchase but wants input on a limited number of reasons that it determines are important.
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Stapel Scale
(Click to Expand)
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The Stapel scale asks a person to rate a brand, product, or service according to a certain characteristic on a scale from +5 to -5, indicating how well the characteristic describes the product or service. The results of a Stapel scale question are very similar to a semantic differential question, but the Stapel scale is sometimes used when it is difficult to create pairs of bipolar adjectives.
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The following is an example of a Stapel scale question:
On a scale of +5 (positive) to -5 (negative), how “likeable” do you think the candidate is?
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+5
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+4
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+3
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+2
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+1
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0 likeable
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-1
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-2
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-3
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-4
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-5
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Open-Ended Questions
(Click to Expand)
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The open-ended question allows survey participants to go into greater depth and provides for a greater range of answers than other types of questions. It gives a person the chance to respond in more detail to a particular topic or issue. Although open-ended questions are important, they are time-consuming and should not be over-used.
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An example of an open-ended question might be:
What can our organization do to improve its service to you?
Open-ended questions can also be added to an "Other" answer to a multiple choice question in order to find out what the “Other” specifically is.
For example:
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Where do you live?
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United States
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Canada
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Mexico
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Europe
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Caribbean
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Other
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Report segments refer to the cuts of data you would like to see. For example, one company was seeing great online survey results from some of its customers’ locations but mediocre results from others. They designed a custom question to add to the survey asking each participant to choose their location from a list. When the survey was complete, they segmented the data and received reports by location. They were then able to compare and contrast the culture differences in the lower- and higher-performing locations.
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It is critical to have a clear understanding what kind of data cuts or subsets you would like to see because data cuts are created based on custom questions and demographics questions. These must be defined before the survey is launched.
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If you want to better understand how two different survey items inter-relate, then cross tabulation analysis is the answer. Cross tabulation looks at the interaction between two questions and shows together how users responded to both of them.
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In the simplest case, you will receive a single report summarizing the data for all the participants in the survey. Many users who initially desire only one report are intrigued by the data in the initial report and ask for additional reports to break down the responses by a category such as demographics. Even if you plan on only getting one report, we advise structuring the data collection so that these options remain open.
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By Telephone
By E-mail
By Mailout
In Person
1-500 $15.00 per person $7.50
per person $12.00 per person contact Account Manager
501-2,500 $14.00
per person $7.00 per person $11.00 per person contact Account Manager
2,501-5,000 $13.00 per person $6.50
per person $10.00 per person contact Account Manager
5,001-7,500 $12.00
per person $6.00 per person $9.00 per person contact Account Manager
7,501-10,000 $11.00
per person $5.50 per person $8.00 per person contact
Account Manager
10,001+ Negotiable
– contact Account Manager
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The per person charge applies to each contact from our targeted lists that is invited or the total survey population regardless of whether they complete the survey.
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For completed surveys, per person charge applies to each contact.
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For incomplete or survey refusals, per person is charged at 50%.
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Custom Questions
(Click to Expand)
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$30.00 per question per language added to any standard surveys/questions or alterations made to standard demographics.
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*Some survey customization may require additional programming and hourly rates apply – contact Account Manager for rates & availability.
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Reporting
(Click to Expand)
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(Click here for a sample report)
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Electronic PDF files of results are included in the base price of each project.
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Basic Report
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Electronic PDF files of results are included in the base price of each project.
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All language translations are based on the following prices:
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$0.10 flat fee per word for documents of 300 words or more
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$50 flat fee per document when less than 300 words
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Enhanced Reports
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Market Segmentation - $25.00 per summary per segment
Cross Tabulation - $20.00 per 2 survey items
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Verbatim/Open-ended responses:
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$50/hour to content analyze
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$25/hour to clean and sort
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Analysis Reports
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$100.00 per report which includes professional analysis of:
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Correlations
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Comparison of means
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Interpretation and statistical testing of cross-tabulations
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Report Customization
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*Customization may require additional programming and hourly rate of $50/hour would apply – contact Account Manager for more information
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Project/Phase Setup & Administration Fees
(Click to Expand)
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1-500 $250.00
501-2,500 $500.00
2,501-5,000 $750.00
5,001-7,500 $1000.00
7,501-10,000 $1250.00
10,001+ Negotiable – contact Account Manager
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* Additional fees for use of non-English language surveys or expedited setups and reporting
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Paper/Data Entry Handling
(Click to Expand)
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$0.50 per stamped and/or labeled return envelope provided
$1.50 per returned survey for data entry
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Additional Language Fees
(Click to Expand)
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$100.00 flat fee per additional language when standard script used
$500.00 flat fee per additional language if revisions are made to standard script
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*These fees are in addition to the standard Project/Phase Administration Fees
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Expedited Fees (for setups or reporting):
(Click to Expand)
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Unless otherwise agreed upon by Account Manager and & Client Company
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$500.00 flat fee if less than 48 hours for expedited setup or reporting may apply
$1,000.00 flat fee if less than 24 hours for expedited setup or reporting may apply
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*These fees are in addition to the standard Project/Phase Administration Fees
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Miscellaneous
(Click to Expand)
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Shipping & Handling charges may apply where necessary
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Hard copies of results will be charged $50.00 plus $1.00 per color page
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Invoice Terms: Net 30
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There is a $750.00 minimum charge for projects.
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For large projects, we may pre-bill 30% of the project cost upon project initiation.
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Additional Customization Options
(Click to Expand)
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Add your Organization's Logo to online or e-mail surveys
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A logo may be added to the survey start page to personalize the survey for your organization. Please provide the graphic to your CCI Project Manager.
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Initial instructions for online or e-mail surveys
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The instruction page is displayed after the participant chooses to start the survey. You are welcome to customize these instructions so that they more accurately reflect your organization.
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CCI is experienced in designing effective surveys and your Project Manager will work with you to define your needs and develop the right plan to get you results. He/she will determine the types of services you need and propose the correct survey options taking into consideration asking the right questions in the most logical order for the languages you require.
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Before speaking with your Project Manager, go through the following checklist and ask yourself if you have
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Determined start and end dates for the survey?
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Determined survey orientation?
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Understood report options?
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Determined and defined report segments?
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Reviewed Demographics and Performance questions?
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Determined custom questions?
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Determined language requirements?
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Familiarized yourself with all of your options of CCI?
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Click
Print
to print a copy of this checklist.
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