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Organizational Effectiveness Through Feedback Management
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>> Survey Design Workshop Webinar Series
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of Newly Scheduled Workshops.
We target areas where interest has been shown.
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 February 28 - March 1, 2012, Orlando, FLMay 10-12, 2012, SeattleJune 19-21, 2012 Wash. DC~~~
TBDCustomer Feedback Program Design Workshop
TBD |
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Bolton, Mass.
November 7-8, 2011
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for a Workshop
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Review our
Read our latest article on
and see how a misalignment between a survey invitation and the actual survey.
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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 expert'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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Organizations frequently choose surveying as the method to collect information from customers or employees. Collecting good, reliable survey information requires that you have a properly designed survey instrument so that every respondent interprets each question the same way and that you have a sufficient sample of respondents for the results to truly represent the overall group.
This series of Survey Workshop Webinars, hosted by The Call Center School and taught by industry expert Dr. Fred Van Bennekom, teaches you step-by-step how to build and create a survey program to achieve your organization's research goals. This six-part course curriculum covers the four phases of a survey project:
| Survey Project Management |
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| Survey Questionnaire Design (4 seminars) |
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| Survey Administration |
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| Survey Data Analysis (2 seminars) |
If you are embarking on a new survey program or have one that isn't delivering actionable data, this webinar series will help you develop a better survey program. If you're working with an outsourcer, the knowledge gained from the classes will help you be a better partner. Since Great Brook is partnering with The Call Center School on this offering, we will have use more examples drawn from a contact center environment, but the curriculum will be fully relevant for anyone conducting a relationship survey program, that is, if you are surveying stakeholders -- customers, employees, suppliers, members -- with whom your organization has an ongoing relationship. Surveying processes span application areas, maybe with some nuances across areas.
Great Brook has been delivering -- and will continue to deliver -- its live, instructor-led survey training classes as listed on our Events page. (We crave the interaction!) We have had requests over the years to get the curriculum into an online format. This is the first step in that process. Great Brook is also planning an eLearning platform, which you can take at your own pace on your own schedule.
How does this webinar series relate to our live survey training workshops? Much of the same content will be taught in the webinars as in our live survey classes, though we will not get into advanced statistical analysis at this point in the webinar, which is covered in our Survey Data Analysis Workshop. Also, the webinars won't have the opportunities for discussion, nor will there be the survey instrument critique. The plus side of the webinar offerings is that no travel is needed and a group of people can be trained under one registration.
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A strong focus of this series of workshops will teach you how to create a good survey questionnaire design. Class content will contain, but not be limited to:
Planning an effective survey projectIdentifying what questions to ask on the survey questionnaireWriting good survey questions and avoiding common question design mistakesDesigning survey scales, including popular likert scales Avoid introducing bias into the survey resultsIncreasing response ratesFinding the message buried in the survey data setMost importantly, you'll learn the critical steps to ensure you achieve your survey objectives and how to think intelligently about issues that will inevitably arise during a survey project.
Join us for the following series of web seminars scheduled on Wednesdays and Thursdays at 11:00 am US Eastern Daylight Time (10:00 am CDT, 15:00 GMT) on the following dates. Each webinar will last for about an hour and a half. The dates for each topic is:
Date
11 AM EDT
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Webinar Topic
(click class title for more details for each class)
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July 12
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July 13
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July 19
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July 20
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July 26
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July 27
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August 2
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August 23
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Pricing. The course fee for each webinar is $300, with an unlimited number of students able to participate via a single web/audio connection from your site. Participate in all eight topics for only $2000 - a savings of $400! We encourage you to sign up for the series since the curriculum is cumulative to some extent.
Registration. To register for the classes and to learn about the logistics behind the webinar, please click to: The Call Center School. They are handling the production side of the webinar series, including handing all registrations.
Special Note: To buy the entire series with the $400 discount, use this registration page.
Class Details
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July 12, 11 am (US Eastern Time)
Seminar 1: Survey Overview & Project Management (follow link to register)
Developing a good survey program requires understanding survey concepts and engaging in good project management. This course will provide a solid foundation for your survey program. Especially essential is the development of clear objectives for the research program. Without this, the survey project will likely not achieve your goals.
Seminar attendees will learn to:
Define the purpose and overall concepts of a survey project. Outline key concerns with bias in doing a survey project.Define the types of surveys and when to apply each one.Develop a clear statement of purpose and set of research objectives for the survey project.Ensure the proper resources and skills are available for the project.An exercise will help build the skills for creating a solid statement of research objectives.
July 13, 11 am (US Eastern Time)
Seminar 2: The Questionnaire Design Elements (follow link to register)
This first of four seminars on questionnaire design will consider the various elements that comprise a questionnaire. In crafting the survey instrument, we have to be cognizant of common concerns when assembling the final survey instrument.
Seminar attendees will learn to:
Outline the major elements used in a questionnaire, such as introductions, instructions, section headings.Define the three categories of survey questions typically used in a survey - demographic, attitudinal, and the core attributes of the process being evaluated - and their proper use.Consider the difference between attributes that measure satisfaction versus delight.Structure a questionnaire to create a higher survey completion rate.Identify techniques and concerns when assembling a questionnaire, such as branching, sequencing, fatigue, routine, and respondent burdenWe will also review the results of a second exercise for creating a solid statement of research objectives.
July 19, 11 am (US Eastern Time)
Seminar 3: Questionnaire Design Process (follow link to register)
A well-designed, valid questionnaire is most critical to generating actionable data from a survey program. This second of four seminars on questionnaire design will focus on the process of identifying the questions to pose on the survey. Many people mistakenly think that designing a questionnaire is a simple process and that questions just magically appear. This class will present a structured approach to attribute identification to help ensure achieving the research objectives.
Seminar attendees will learn to:
Outline the steps needed to develop a questionnaire.Identify the questions to pose on a survey, in particular the core attributes of the process to be evaluated by the surveyIncorporate focus groups and other research to identify the questions to ask.Value an attribute library as the basis for constructing a questionnaire.Recognize the critical value of pilot testing.Exercises will help develop the skill to identify critical attributes of a process by reviewing commentaries about people's experiences with an organizational process, which the students will be asked to read prior to the session.
July 20, 11 am (US Eastern Time)
Seminar 4: Questionnaire Design Principles (follow link to register)
Questionnaire validity means that the survey instrument measures what we're intending to measure. No part of the surveying process is more critical to achieving this validity than is the crafting of the actual questions. This session will cover critical concerns in drafting questions to avoid instrumentation bias, which compromises validity. We will end with a quick overview of question formats, data types and subsequent analysis.
Seminar attendees will learn to:
Identify the various types of instrumentation bias.Write questions that clearly measure the underlying attribute. A survey instrument replete with instrumentation biases will serve as the basis for exercise to learn to identify these biases in our own surveys.
July 26, 11 am (US Eastern Time)
Seminar 5: Survey Question Formats (follow link to register)
To generate the data to answer your research questions, you have to write questions that effectively solicit responses. There are many question formats to consider when building a questionnaire and this seminar will outline the different types of formats, describing the advantages of each along with critical design issues. In particular, we will address the creation of interval-rating scales. The session will end discussing different ways to measure importance of various factors toward driving an outcome such as customer satisfaction.
Seminar attendees will learn to:
Define the different data types survey questions can generateRecognize the impact of question format on data analysis.Define both unstructured and structured questions.Identify ordinal, interval, and ratio scale questions.Create scales that measure customer perceptions more accurately.Design questions that accurately measure importance.July 27, 11 am (US Eastern Time)
Seminar 6: Key Elements of Survey Administration (follow link to register)
With the survey questionnaire designed, the next step in the survey process is to administer the survey. Different methods exist to administer a questionnaire - phone, web, and postal mail are the best known - and each method has its strengths and weaknesses. This seminar will cover different options for administering a survey, as well as present the types of biases that poor administration can introduce into the data. We will also cover sampling processes and the critical question of “how many responses do I need for an accurate survey?” along with how to increase response rates.
Seminar attendees will learn to:
Outline strengths and weaknesses of different administration methods.Identify types of administration biases.Define various types of sampling methods.Discuss response rates and how to calculate statistical confidence.Define ways to increase response rates.August 2, 11 am (US Eastern Time)
Seminar 7: Survey Data Analysis (follow link to register)
Once the survey questionnaire has been administered, you now have a data set that hopefully will answer your research needs. To uncover this information successfully, you will need to perform proper statistical data analysis. This class will address the basic statistics that you will perform on most any data set. The basic concepts of data analysis will be covered, along with how to perform most functions using Excel®.
Seminar attendees will learn to:
Define the necessary data cleansing before analysis begins.Outline the type of statistics appropriate for each question format and data type.Define and calculate basic statistics run on any survey data set (mean, mode, median, standard deviation, confidence intervals and frequency distributions). August 3, 11 am (US Eastern Time)
Seminar 8: Advanced Survey Data Analysis (follow link to register)
Once we've analyzed performance for each question on the survey, there's still potentially more to learn through advanced analysis. Our approach is to identify what research question we're trying to answer and then identify the proper statistical technique to answer the question. While not -definitely - a substitute for a college stats class, we will cover how to determine if changes in performance over time are statistically significant and how to identify the drivers of customer satisfaction, all using Excel®. Finally, the data needs to be presented in a report to drive action in the organization.
Seminar attendees will learn to:
Identify whether changes between data sets are statistically significant (t-test).Generate performance data sliced by demographic group (pivot tables).Identify the drivers of customer satisfaction, without asking it on the survey (correlation analysis).Construct a survey report that will communicate well the findings.Know what charts to use for each question format.