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Organizational Effectiveness Through Feedback Management
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>> Survey Data Analysis Workshop Description
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of Newly Scheduled Workshops.
We target areas where interest has been shown.
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 April 21-23, Washington DCJune 15-17, Boston, MassMay 1 to June 19, 2-3:30 US EDT (18:00-19:30 GMT)Customer Feedback Program Design Workshop
Nov. 4, 2009, Bolton, Mass. |
for a Workshop
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Review our
Read our latest
newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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 Contract Holder GS-02F-0126U
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From Workshop Attendees
Very appropriate & useful. I will be able to take the skills back to my organization and apply them immediately. Thank you for a great experience... This was the best course I have ever taken in terms of practicality and comprehension. Very thorough!
- Jeff Anthony,
PriceWaterhouseCoopers
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version of the
workshop description.
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Provides targeted assistance on your survey questionnaire and project while helping you learn good survey practices.
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Need more than targeted survey consulting? Great Brook will design and execute a
Custom Survey Program
to meet your individual needs
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Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups --
or get a deep dive assessment of your survey program.
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Looking for self-help for
your survey project?
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Dr. Fred is a most engaging professional speaker. He has the unique ability to make analysis and survey instrument design appealing and understandable to the science challenged. The novice survey designer can learn to produce effective survey instruments under Dr. Fred's tutelage. The big mystery becomes how he makes the learning process of such dry material so fun & easy. Dr. Fred gently tickles the funny bone while he educates. He is truly a master survey design instructor and a pleasure to study under. Bravo!
Valerie Railey, US Courts Librarian, San Diego
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Thank you, Fred – for everything. Your workshop has been so beneficial even in the brief time since. In fact, I think I have already used every aspect of your training.
-- Donna Batten, The Institute of Internal Auditors
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Private On-site Survey Workshops are available at your company. This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.
Please contact us for details.
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Would your local
professional association like
to sponsor a workshop?
Please contact Great Brook.
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The Survey Data Analysis Workshop
will teach you how to effectively analyze a data set generated
by a survey research program and unlock the meaning in that data.
This page focuses on our live, instructor-led classes, but we now offer a
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At the end of this 1-day data analysis class, you will know how to...
Find the full message in your survey dataApply the proper statistical procedure to answer a research questionBe more efficient in doing the analysisDetermine whether a change in survey scores over time is just by chance or is a statistically significant change in operational performanceContents of this page
Survey Workshop logistics, including pricingPrivate Workshop option.Follow these links for:
 Survey Data Analysis Workshop, a companion survey courseCustomer Feedback Program Design Workshop, a companion courseSurvey Workshop Webinar Series, learn the curriculum from the convenience of your office |
View a short presentation online about our Survey Workshop series.
(Sound will begin playing once the files load.)
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Overview of the Survey Data Analysis WorkshopA well-designed survey questionnaire, learned in our companion Survey Design Workshop, will capture the voice of the customer, employee or other stakeholder group in a data set. The job of the survey analysis phase is to give voice to that data, find out the stories it has to tell about your organizational processes. The value of the survey program will be lost unless the data set is analyzed properly and thoroughly -- and reported convincingly . The results will support fact-based decision-making.
Unfortunately, college statistics classes tend to scare people away from data analysis. (We have shared those feelings.) We approach this 1-day Survey Data Analysis Workshop by starting with the typical questions you are likely to want answered from the survey analysis. For example,
How well did our organization perform? How confident can I be in the findings?Did the view of our organization differ along demographic segments?What are the key drivers of overall satisfaction (or similar attitude)?Then using the language of statistics, we teach the statistical procedures to answer those questions. (See the Detailed Curriculum.) We show how to do this analysis in Excel. You may have access to a more powerful statistical tool, including the ones that come with survey administration tools, but Excel is a good common language for explaining the concepts and applications, and most basic data analysis and graphing can readily be done in Excel.
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An exercise to learn sampling error -- using peanut M&Ms. (No eating 'till we're done!)
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Crunching the numbers is only half the data analysis story. You also need to present those results and findings in a compelling report. We conclude the workshop presenting the typical elements in a survey findings report and the type of charts and graphs that best present data from the various question formats.
Survey data analysis is best learned by doing. So, following the lecture that shows step-by-step analysis, we have exercises that you can apply to your own survey data set or to a sample data set we provide if you wish. Bring a laptop on which to perform the analysis -- and your data set. Basic understanding of Excel is expected. (Some classes prefer to follow Dr. Van Bennekom walk through the analysis on Excel.)
This workshop is not a substitute for college-level statistics class -- after all, it's a one-day class. If you've taken statistics, we will show you its value in an applied fashion. Given time constraints, we do not get into background theory.
How do our attendees rate the course?
-- 96.3% say this workshop will make them "much more effective on their next survey project."
-- 96.3% also say they would "recommend this workshop to a colleague".
Percentages represent those rating with a 4, 5 or 6 on a 6-point scale
with the endpoint anchor of "Extremely Likely."
Note the wording of the question combined with the scale anchors.
These make a selection of the top response categories very demanding.
87% and 90% gave ratings of 5 or 6 on those two questions, respectively.
>> More testimonials on Dr. Fred's engaging survey training expertise
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This workshop is a companion to the Survey Design Workshop. The two workshops can be taken at the same time, or separately. If you're just starting your survey program, you might take the Survey Design Workshop to learn questionnaire design and survey administration. Then, once the program is in place, take the Survey Data Analysis Workshop.
Who should attend? This survey data analysis workshop will prove invaluable for someone responsible for conducting a survey research program, whether the focus is customer satisfaction, employee satisfaction, training program evaluation, customer product needs, or another area where survey research is appropriate. If you have outsourced your survey program to a surveying service (like Walker Information, SatMetrix, or CustomerSat.com), this class would help you understand and interpret the analysis they have presented to you and allow you to do more analysis on the data set on your own. It will help you be a better partner in the relationship.
The class level is geared towards those with basic to intermediate understanding of survey research and statistics understanding. Please contact us if you're unsure if the class would be appropriate for you.
Course InstructorDr. Frederick Van Bennekom developed the curriculum for this course, and he has delivered this 
workshop to classes for more than a decade. Dr. Fred has extensive experience in conducting survey programs for clients, and he has a decade of grounded experience in Digital Equipment's customer service organization. He developed operational reporting systems for first and second field management as well as metrics packages for senior field service management.
workshop to classes for more than a decade. Dr. Fred has extensive experience in conducting survey programs for clients, and he has a decade of grounded experience in Digital Equipment's customer service organization. He developed operational reporting systems for first and second field management as well as metrics packages for senior field service management. Fred authored Customer Surveying: A Guidebook for Service Managers, and he has two decades of instructional experience as a professor at several Boston area business schools teaching operations management. Fred currently teaches in the Executive MBA program at Northeastern University, Harvard University's Certificate in Management Program, and at Babson College. Read a more complete biography for Dr. Fred.
Workshop LogisticsThe survey design workshop is a one-day event. Feedback from attendees showed that survey data analysis deserved a separate day. Note that the Survey Design Workshop is delivered immediately prior to this workshop. The class typically begins at 8:30 am and ends no later than 4 pm so that people can catch evening flights home.
Workshop registration includes:
Workbook materialsA copy of Dr. Van Bennekom's book, Customer Surveying: A Guidebook for Service Managers, An Excel workbook that supports Chi-Square analysis and Top-Box scoring, including Net Promoter ScoringLunch and refreshmentsAttendees also can purchase the Support Services Questionnaire Library for a 30% discount and avail themselves of discounts for our Survey Mentor and Survey Audit products.
Survey Workshop Pricing
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Survey Data Analysis Workshop
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$695
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Combined discounted price for attending both the Survey Design and Survey Data Analysis Workshops -- 3 days total
The price reflects a multiple workshop 10% discount of $195.
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$1795
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Payment for the workshop is required in full prior to the workshop. If you take the Survey Design and Survey Data Analysis Workshops at different times, you will still receive the combined price.
Discounts Available. We offer discounts for early registration and early payment, work colleagues of previous attendees, for those who have previously attended one of Dr. Fred's workshops, and for clients of our Survey Mentor and Survey Audit products. Please follow those links for details.
Private Workshops. This workshop can also be delivered in your workplace, tailored to your company's specific needs and interests. If you have a number of people you would like to have trained, this will prove the cost-effective option. Please contact Great Brook for further information. | Survey Data Analysis Workshop Detailed Curriculum |
Topics covered during the workshop. Click on the section headers
to see the questions that will be answered during the workshop.
DAY 1
Analysis of the Survey Data
What to do before you start analysis: Setting up the spreadsheet and data cleansingOptions for analyzing the data Generating descriptive statistics using Excel®Bivariate and multivariate statistical analysis options with specific treatment of correlation and regression analysisDetermining whether survey scores across groups are significantly significant differences: t-tests and Chi-square testsPivot tables to generate analysisStatistically identifying the importance of various attributes to the survey group's overall view of the organizationThe hands-on part of the Data Analysis day is focused on attendees analyzing their own data set. Bring your laptop and a data set and you will apply the techniques we learn. Don't have a data set yet? We will have a sample data set that you can analyze.Do note that this day of survey data analysis is NOT a substitute for a college-level statistics class. In teaching this part of the class we assume some basic understanding of Excel and statistics. We focus on how to execute analysis of a survey data set to answer key questions, but time does not allow getting to the theory behind the statistical procedure. (Nor would that likely be of interest to most people.)
Presentation of the ResultsIdeas for organizing the data and management report for maximum effectCharts that work for each question type.Good graphic design practices that keep the reader focused on content, not techniqueTeaching Approach. The Workshop uses lecture, discussion, and experiential exercises to provide the attendees with actionable learning that can be immediately applied back in the workplace. (People have different learning styles, so a blend of teaching styles works best.)
Attendees of the workshop also receive a complimentary copy of Dr. Van Bennekom's Customer Surveying Guidebook.