What kind of Questions can I use?
1. Range Questions
With range questions, callers are asked to give a rating in their response to a question. Opinion-8 supports ranges up to 0 to 9. In our experience it is better if ranges start at 1, and we recommend a range of 1 to 4 or 1 to 5 for most surveys. This seems easier for the caller and reduces mistakes. If you want to avoid ‘hedgesitting’, use 1-4 ranges. If you want to allow people not to have an opinion either way, use 1-5 ranges. If you need more detailed information, you can use all gradings from 0-9.
2. Yes/No questions
This is where the caller is typically asked to press one for yes or zero for no. People tend to feel that range questions are more sensitive, but it is equally valid to use a Yes/No response to statements. You can get a good statistical picture from how many people agree / disagree over a number of surveys.
3. Pick one from a list
With a telephone survey this would take the form of a list with numbered options e.g. "How old are you" might have a range such as "press 1 for under 20, press 2 for 20 –30”, etc.
4. Pick several options from a list
With a telephone survey this is really a series of yes/no questions. For a web survey this is a list of check boxes.
5. Free comments and information
Whether by telephone or online, customers can be asked to leave free text / free speech comments and information such as name and adress etc.
Mandatory, Random and Rotated Questions
Mandatory questions are asked of every customer. However, sometimes you will have more questions that you wish to ask of customers than can feasibly be built into one survey. To respond to this, Opinion-8 has a built-in feature which allows you to ‘randomise’ and rotate questions.
Random questions: The system will pick out maybe 2 questions from a total group of 6, to ask any individual customer. Which questions are asked can be selected at random, or particular questions can be selected by the system, based on the customers’ answers to previous questions.
Rotated questions: It is also possible to ask different questions in rotation e.g. every 5th survey can include a certain group of questions instead of another group of questions. This allows you in effect to deliver different surveys within the survey. You may want to use this feature if you have a particularly long question you do not want to ask every caller.