I've put together a template of the perfect survey invite which you can just This answers a common concern of email recipients: why am I getting this request?.
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5.1 Introduction This RFP presents sample language for household travel surveys that are based on the recom- mended standardized procedures and guidance in this report (see Chapter 2). Intentionally, the language is prescriptive, as it would be in an RFP. It should not be misinterpreted as advocating that this is how travel surveys must be done. Footnotes are provided that reference the relevant sections of Chapter 2. Where an agency-speciï¬c number or value is required (e.g., number of presentations to management), a blank is shown in which each agency should substitute its desired value or number. To make it easier to use the material in this chapter in preparing an actual RFP, the table and equation numbering are restarted at 1. Note that this template is intended to address only the Scope of Work section of an RFP. There are other documents that include complete RFPs, notably Travel Survey Manual published by the Transportation Model Improvement Program (TMIP, 1996b). 5.2 Request for Proposals 5.2.1 Scope of Work This section deï¬nes the minimum scope of work to be accomplished by the Survey Contractor. It is presented in this RFP in two subsections: Task Plan and Schedule. Task Plan Task 1: Project Work Program and Management Plan Within ____________ days of contract execution, the Contractor will meet with Agency staff to initiate the project, discuss the work plan and schedule, and deï¬ne project management roles and responsibilities. The outcome of this meeting is a revised work program and project man- agement plan as initial deliverables. The Agency internal project management staff includes â¢ ____________, with overall project management responsibility; â¢ ____________, responsible for day-to-day project coordination; and, â¢ ____________, responsible for on-going data quality assurance. The Contractor will be expected to â¢ Designate a Project Manager who will serve as the single point of contact for all survey issues; â¢ Make ____________ presentations to Agency staff regarding survey progress and issues; â¢ Make presentations to and attend ____________ meetings of the Study Steering Committee; 68 C H A P T E R 5 Sample Request for Proposals Template
â¢ Make a presentation of survey results to Agency management and staff; â¢ Prepare drafts of press releases regarding the survey effort for review and dissemination by Agency staff; and, â¢ Attend other meetings on an occasional basis as requested by the Agency Project Manager. Task 2: Develop Survey Sampling Plan The Contractor will prepare a survey sampling plan for review and discussion with Agency staff and the Steering Committee. The proposal should include a preliminary deï¬nition of the sampling plan and a discussion of â¢ Deï¬nition of the sampling frame for the main household travel survey; â¢ The number of households to be sampled, and the expected number of completed surveys, by cell of the main survey sampling frame; â¢ Need for augment samples (households that are recruited speciï¬cally for certain charac- teristics that are relatively rare in the local general population). These could include â Households using speciï¬c transit modes (e.g., local bus, express bus, rail, ferry, or bicycle); â Households using speciï¬c road facilities (e.g., certain highways, toll roads, or HOV lanes); â Households using park-and-ride to a transit mode; and/or â Households that represent other special population groups. â¢ Time dimensions of samples, including a discussion of â 24-, 48-, or other hour period for main sample; â Weekdays only (all days or only a subset); â Weekend sub-sample (Saturday/Sunday only, or as 48-hour pairs, such as Friday/Saturday and Sunday/Monday pairs); and â Summer sub-sample. The Contractor shall use the following guidelines in drawing a sample1: 1. To overcome unanticipated sample loss (refusals, etc.), a large random sample should be drawn. The sample size should be based on the expected non-response rate (which may be determined during the pretest). 2. When a telephone sample is used, the order in which telephone numbers are drawn must be preserved. For example, for a Random Digit Dialing (RDD) list, numbers generated later in the list must not be recruited before numbers listed earlier in the list. 3. If using RAND Corporation (1955) random numbers, additional sample may be created and drawn after the initial sample has been exhausted. If using RDD lists, this must not be done because the two random samples will not be related. 4. Refusal conversion should be conducted, with a maximum of ï¬ve call attempts to convert an initial soft refusal (therefore six calls to the household, in total). Task 3: Survey Instruments and Data Collection Procedures Survey Questions Data elements that must be included in the survey are shown in Table 1.2 It is further expected that the Contractor shall use the response categories shown in Table 23 and the standard question wordings shown in Table 3.4 With respect to Table 2, at least the primary cate- gories must be used. However, discussion with the agency should occur to determine whether any secondary categories must be used. Sample Request for Proposals Template 69 1 Sample Replacement, Section 2.2.4 2 Minimum Question Speciï¬cation, Section 2.1.1 3 Standardization of Categories, Section 2.1.2 4 Standard Question Wordings, Section 2.1.3
The Contractor shall include a question to verify reported non-mobility to be asked of all per- sons who report they did not travel (stayed in one place/did not leave home) during the entire travel period.5 It is strongly preferred that the Contractor also include questions that gently challenge per- sons who report non-mobility by asking for the reason(s) why no travel was made during that day. Survey Instruments The Contractor will provide a schedule of contacts and reminders for the data collection process, specifying the type of contact to be used in each step. Contractors shall include as a minimum Steps 1 through 6 from Table 4, although it is desired that Contractors employ all 11 steps,6 unless it can be shown that later steps are no longer cost-effective. For mailed materials, the Contractor shall use the following with regard to the format and appearance of the materials:7 â¢ For any materials to be returned via mail, the respondent must be provided with a stamped return envelope, preferably with instructions as to which materials should be mailed back (if any); 70 Standardized Procedures for Personal Travel Surveys Table 1. Minimum questions.a Category Item Description Location Home address or home position in geographic terms Type of Building Detached, semi-detached, terraced, flat, etc. Household Size Number of household members Relationships Matrix of relationships between all members of the household Number of Vehicles Summary of number of vehicles from vehicle data Housing Tenure Own or rent status Household Re-contact Willingness to be contacted again for further surveys, etc. Gender Year of Birth (Preferable to requesting age) Paid Jobs Number of paid positions and hours worked at each in the past week Job Classification Employee, self-employed, student, unemployed, retired, not employed, etc. Driving License Whether a current driverâs license is held Non-mobility Indication of why no out-of-home activity was performed on a survey day including work-at-home days Education Level Highest level of education achieved Handicap Types of mobility handicap, both temporary and permanent Personal Raceb Defined as currently measured in the U.S. Census Body Type For example, car, van, RV, SUV, etc. Year of Production Ownership of Vehicle Household/person, lease, institution Vehicle Use of Vehicle Main user of vehicle Start Timec Activity or Purpose Location Where the activity was performed, unless traveling Means of Travel If activity is travel, what mode(s) was used (including specifying if a car passenger or driver) Mode Sequence Unless collected as fully segmented data Group Size Number of persons traveling with respondent as a group Group Membership Number of persons in the group who live in respondentâs household Costs Total amount spent on tolls, fares and respondentâs share Activity Parking Amount spent to park a Minimum Question Specification, Section 2.1.1. b All surveys shall use the U.S. Census Bureau definition of Race. c Only start time needs to be ascertained in a time-use or activity survey because, by definition, the start time of an activity is the end time of the previous activity. Only the last activity should need an end time. In a trip-based survey, start and end time should be included. 5 Incorrect Reporting of Non-Mobility, Section 2.4.6 6 Number and Type of Contacts, Section 2.2.1 7 Mailing Materials, Section 2.4.2
Sample Request for Proposals Template 71 Table 2. Response categories.a Variable Primary Category Code Secondary Category Code Single-family house detached 1 Single-family house detached 10 Townhouse 21 Row house 22 Duplex 23 Triplex/fourplex 24 Single-family house attached 2 Apartment/mother-in-law suite 25 Condominium 31 Apartment/condominium 3 Rented apartment 32 Mobile home 41 Mobile home/trailer 4 Trailer/camper 42 Dormitory 51 Hostel 52 Nursing home 53 Dorm/group quarters 5 Military barracks 54 Hotel/motel 6 Hotel/motel 60 Type of Dwelling (H2) Other 9 Other 90 Self 1 Self 10 Husband/wife 21 Spouse/partner 2 De facto husband/de facto wife 22 Natural son/daughter 31 Adopted son/daughter 32 Stepson/stepdaughter 33 Son/daughter 3 Son-in-law/daughter-in-law 34 Natural father/mother 41 Adopted father/mother 42 Stepfather/stepmother 43 Father/mother 4 Father-in-law/mother-in-law 44 Natural brother/sister 51 Adopted brother/sister 52 Stepbrother/stepsister 53 Brother/sister 5 Brother-in-law/sister-in-law 54 Paternal grandfather/grandmother 61 Grandfather/grandmother 6 Maternal grandfather/grandmother 62 Grandson 71 Grandchild 7 Granddaughter 72 Male 81 Other relative 8 Female 82 Boarder 91 Housemate/ room mate 92 Relationship (H4) Not related 9 Other non-relative 93 Owned with mortgage 11 Own 1 Owned without mortgage 12 Rent paid 21 Rent 2 Occupied without rent 22 Provided by job 31 Housing Tenure (H7) Provided by job/military 3 Provided by military 32 No school completed 1 No school completed 10 Preschool/nursery 21 Elementary school 2 Kindergartenâ4th grade 22 5thâ8th grade (junior high) 31 9thâ12th grade (no diploma) 32 High school 3 High school diploma 33 Some college but no degree 41 Education Level (P10) College/university 4 Associate degree in college 42 Bachelorâs degree 43 Some graduate school, no degree 51 Masterâs degree 52 Professional school degree 53 Post-graduate studies 5 Doctorate degree 54 Difficulty standing 1 Difficulty standing 10 Difficulty climbing 2 Difficulty climbing 20 Visually impaired/blind 3 Visually impaired/blind 30 Hearing impaired/deaf 4 Hearing impaired/deaf 40 Require wheelchair 5 Require wheelchair 50 Require cane/walker 6 Require cane/walker 60 Disability (P11) Other (specify) 9 Other (specify) 90 (continued on next page)
72 Standardized Procedures for Personal Travel Surveys Table 2. (Continued). Variable Primary Category Code Secondary Category Code White (alone) 1 White (alone) 10 Black/African American (alone) 2 Black/African American (alone) 20 American Indian 31 American Indian/Alaskan Native (alone) 3 Alaskan Native 32 Asian Indian 41 Chinese 42 Filipino 43 Japanese 44 Korean 45 Vietnamese 46 Asian (alone) 4 Other Asian 47 Native Hawaiian 51 Guamanian or Chamorro 52 Samoan 53 Native Hawaiian or Pacific Islander (alone) 5 Other Pacific Islander 54 Some other race (alone) 6 Some other race (alone) 60 Race (P12) Two or more races 7 Two or more races 70 Auto 1 Auto 10 Van 2 Van 20 Recreational vehicle (RV) 3 Recreational vehicle (RV) 30 Utility vehicle 4 Utility vehicle 40 Pick-up truck 5 Pick-up truck 50 Other truck 6 Other truck 60 Motorcycle 7 Motorcycle 70 Vehicle Body Type (V1) Other (specify) 9 Other (specify) 90 Household member owned or leased 1 Household member owned or leased 10 Employer owned or leased 2 Employer owned or leased 20 Vehicle Ownership (V5) Other (specify) 3 Other (specify) 30 Home â domestic activity 10 Home 1 Home â paid work 11 Main job 21 Other job 22 Volunteer work and community services 23 Work and work-related 2 Looking for work 24 Attendance at childcare 31 Attendance at school 32 Education/childcare 3 Attendance at college 33 Restaurant/cafÃ© 41 Fast food 42 Eating out 4 At friendsâ home 43 Trip Purpose (A2) Personal business/medical 5 Availing of/shopping for administrative services 51 Availing of/shopping for professional services 52 Availing of/shopping for government/public services 53 Availing of/shopping for personal services 54 Availing of/shopping for medical and health care services 55 Purchasing food and household supplies (groceries) 61 Purchasing clothes, shoes, personal items 62 Purchasing household appliances, articles, equipment 63 Purchasing capital goods (cars, houses, etc.) 64 Comparison shopping 65 Shopping 6 Window shopping 66
Sample Request for Proposals Template 73 Table 2. (Continued). Variable Primary Category Code Secondary Category Code Communication/ correspondence 71 Socializing activities 72 Participating in religious/community/ cultural events/activities 73 Visiting entertainment and cultural venues 74 Indoor and outdoor sporting activities 75 Games/hobbies/arts/ crafts 76 Social/recreational 7 Print/audio/visual media 77 Accompanying children to places 81 Accompanying adults to places 82 Pick up or drop off other people/get picked up or dropped off (private car, car/van pool, shuttle/limousine) 83 Activities related to bus, public transit and group rides (except car/van pool and shuttle/limousine) 84 Accompanying others/travel related 8 Change travel mode 85 Other (specify) 9 Not further defined (n.f.d.) 90 Car driver 11 Van driver 12 Car/van/truck driver 1 Truck driver 13 Car passenger 21 Van passenger 22 Car/van/truck passenger 2 Truck passenger 23 Motorcycle 31 Moped 32 Motorcycle/moped 3 Scooter 33 Bicycle 4 Bicycle 40 Walk 51 Skate/roller skate/ roller board 52 Motorized wheelchair 53 Walk/wheelchair 5 Non-motorized wheelchair 54 Regular bus 61 Intercity bus 62 Express bus 63 Means of Travel (A4) Bus/school bus 6 School bus 64 Train 71 Train 7 Trolley/streetcar 72 Taxi 81 Shared-ride taxi/jitney 82 Commuter van/shuttle bus: employer paid 83 Commuter van/shuttle bus: pay fare 84 Dial-a-Ride 85 Taxi/shuttle 8 Shuttle/limousine 86 Other (specify) 9 Other (specify) 90 Gasoline 1 Gasoline 10 Diesel 2 Diesel 20 LPG/LNG 3 LPG/LNG 30 Dual Fuel 4 Dual fuel 40 Fuel Type Other (specify) 9 Other (specify) 90 35â45 hours 11 46â55 hours 12 Full-time 1 Greater than 56 hours 13 Less than 20 hours per week 21 Part-time 2 Greater than 20 hours per week 22 Retired 31 Retired 3 Semi-retired 32 Full-time homemaker 4 Full-time homemaker 40 Unemployed seeking employment 5 Unemployed seeking employment 50 Unemployed not seeking employment 6 Unemployed not seeking employment 60 Full-time student 7 Full-time student 70 Child not in school/infant*to be specified if skip mechanism not in place 8 Child not in school/infant*to be specified if skip mechanism not in place 80 Employment Status Volunteer work (unpaid) 9 Volunteer work (unpaid) 90 a Categories for Minimum and other Questions, Section 2.1.2
74 Standardized Procedures for Personal Travel Surveys Table 3. Required question wording.a Question Recommended Standard for Question Wording Household Size (H3) âIncluding yourself, how many people live at this address? Please do not include anyone who usually lives somewhere else or is just visiting, such as a college student away at school. (If further clarification is needed, include infants and children, live-in domestic help, housemates, roomers.)â Number of Vehicles (H6) âHow many vehicles are owned, leased, or available for regular use by the people who currently live at this address? Please be sure to include motorcycles, mopeds and RVs.â (As clarification, regular use means âare in working order.â) âHow many bicycles in working condition are available to members of your household for use in their daily travel?â Owner or Renter Status (H7) âDo you own or rent your home? Own/buying (e.g. paying off a mortgage); Rent/lease; or Provided by job or military.â Gender (P1) âAre you (is this person) male or female?â Disability (P11) âDo you have a disability or condition that has lasted 6 or more months and that makes it difficult to go outside the home alone, for example, to shop or visit a doctorâs office?â Activity or Trip Purpose (A2) For work or work-related activities: Volunteer work should be specifically excluded from the definition; The clarification should be added that work means work for pay or profit; and Questions should be asked about a second job. When asking for activities, include a category âOther at-home activities.â Number in Traveling Party (A6) âIncluding yourself, how many people were traveling with you? How many of these were household members?â If CATI is used, it is suggested that the follow-up question regarding number of household members only be asked when the household size is greater than one. At a minimum, the number in the traveling party should be asked whenever a private car, van, or truck is the mode of travel. Income âPlease stop me when I get to the category that best describes the total combined income for everyone living at this address for last year:â Income response categories should match the start and end points used by the U.S. Census, although collapsing across income categories is acceptable. a Standard Question Wordings, Section 2.1.3. Table 4. Schedule of contacts and reminders. Steps Day Contact Type Content Received by Household 1 Advance letter Mail (R-7) Advance letter A week before recruitment is scheduled to commence 2 Recruitment (R) Telephone Recruitment interview Recruitment day 3 R+1 Mail Survey package sent out R+3 to R+5 4 Diary Day (D)-1 Telephone Pre-Diary Day reminder (motivation call) D-1 5 D+1 Telephone Reminder to return completed survey (motivation call) D+1 6 D+2 Mail Postcard reminder/reset of Diary Day to D+7 D+4 to D+6 7 D+6 Telephone Reminder and check on second opportunity for Diary Day D+6 8 D+9 Mail Postcard reminder and reset of Diary Day to D+14 D+11 to D+13 9 D+13 Telephone Reminder and check on third opportunity for Diary Day D+13 10 D+15 Mail Re-mailing of survey package and reset of Diary Day to D+21 D+17 to D+19 11 D+20 Telephone Reminder and check on fourth opportunity for Diary Day D+20
â¢ The envelopes must be large, white envelopes (4â³ Ã 9.5â³ or larger), with the address printed directly onto the envelope, rather than using address labels; â¢ The envelope shall be printed with a recognizable return address on the envelope and an indication of the contents of the envelope (at least the survey name); and â¢ Postage stamps shall be afï¬xed to the envelope, especially commemorative stamps, rather than using a franking machine or pre-printed bulk mail. To encourage higher response, the Contractor shall also â¢ Mail out a pre-notification letter that has been carefully formulated so that it is simple in language, appealing to a wide range of people, and clearly sets forth the importance of responding;8 and â¢ Provide detailed instructions in the form of an informational brochure or fact sheet.9 Care should be taken to ensure that the information is presented in an easy to read manner, with appropriate use of graphics where possible. Contractor will describe in the proposal recommendations for providing survey materials in languages other than English, and procedures for handling households that do not speak or write in English. Data-Collection Procedures Contractor will specify the data-collection procedures to be used (e.g., telephone recruitment with telephone or mailback retrieval, etc.). If using tele- phone retrieval, call-back attempts to any household must be limited to ï¬ve or six attempts, and these attempts must be made at different times on different days.10 To ensure that later calculations of response rate are standardized, the Contractor must use at least the following four ï¬nal disposition codes for households: 1. Complete interviews; 2. Eligible cases that were not interviewed (non-respondents); 3. Case of unknown eligibility; and 4. Ineligible cases.11 Table 5 presents a complete deï¬nition of households that are to be categorized in each dispo- sition code. The following protocol must be used for proxy reporting:12 1. For all persons, a code must be included in the database indicating whether the activity/travel report was provided directly by the individual conducting the activities or travel or by a proxy; 2. For persons aged 14 or less, activities/travel must be reported by a parent or other adult; 3. For persons aged 15â17, proxy reporting is permitted, but direct reporting with parental permission is preferred; 4. All persons aged 18 or older must be asked directly for their activities or travel; and 5. The survey methods report must include the percent of adult respondents (persons aged 18 or older) whose activities or travel were reported by proxies (regardless of whether a completed diary was available), excluding from the denominator persons who were physically or men- tally unable to provide direct reporting at the time of retrieval (illness, incapacitation, etc.). It is desired that the Contractorâs calling protocol include at least one call-back attempt to obtain a direct report from each adult household member aged 18 or older before accepting a proxy report. 8 Unit Non-Response, Section 2.2.6 9 Respondent Questions, Section 2.4.3 10 Number and Type of Contacts, Section 2.2.1 11 Computing Response Rates, Section 2.7.1 12 Proxy Reporting, Section 2.2.2 Sample Request for Proposals Template 75
76 Standardized Procedures for Personal Travel Surveys To encourage a higher response rate, the Contractor shall provide incentives to households unless the pretest demonstrates that a response rate in excess of 70% may be achieved without an incentive.13 The incentives should â¢ Be offered only as pre-completion incentives, that is, be offered to all recruited house- holds in the sample and not offered conditional on respondents returning a completed survey; â¢ Be monetary in form and be small, on the order of $1â$2 per person, except where local laws or ordinances prohibit offering money. In such cases, a small gift should be offered; and â¢ Be offered to each individual and not to the household as an entity. For a household to be deemed acceptable or âcomplete,â the Contractor must provide the following data from that household: 1. Responses to all of the Minimum Questions listed in Table 1.14 Table 5. Final disposition codes for RDD telephone surveys. Eligibility Disposition Recommended Code 1.0 Complete 1.1 Eligible Interview Partial 1.2 2.0 Refusal and termination 2.10 Refusal 2.11 Household-level refusal 2.111 Termination 2.12 Respondent never available after call-back request 2.21 Telephone answering device (message confirms residential household) 2.22 Eligible Non-Interview Miscellaneous 2.35 3.0 Unknown if housing unit 3.10 Not attempted or worked 3.11 Always busy 3.12 No answer 3.13 Telephone answering device (donât know if housing unit) 3.14 Telecommunication technological barriers, e.g., call blocking 3.15 Technical phone problems 3.16 Housing unit, unknown if eligible respondent 3.20 No screener completed 3.21 Unknown Eligibility, Non-Interview Other 3.90 4.0 Out of sample 4.10 Fax/data line 4.20 Non-working number 4.31 Disconnected number 4.32 Temporarily out of service 4.33 Special technological circumstances 4.40 Number changed 4.41 Cell phone 4.42 Cell forwarding 4.43 Business, government office, other organization 4.51 Institution 4.52 Group quartersa 4.53 No eligible respondent 4.70 Not Eligible Quota filled 4.80 a If specified as ineligible in the survey design. 13 Incentives, Section 2.2.8 14 Complete Household Deï¬nition, Section 2.2.3
Sample Request for Proposals Template 77 2. Responses from at least one person from each of the following age groups represented in the household: â 15â17; â 18â64; â 65â74; and â 75 and over.15 3. Sufï¬cient information to geocode to latitude and longitude16: â No less than 99% of household addresses, â At least 95% of school and workplace addresses, and â At least 90% of other locations. To encourage a higher response rate, the Contractor must provide a toll-free telephone num- ber for respondents to call to verify the surveyâs legitimacy and to ask questions.17 The Agency will also provide a telephone contact for respondent inquiries. For the same reasons, it is desired that the Contractor provide an Internet website with information about the survey, links to sponsor- ing agencies, answers to frequently asked questions, email and telephone contact for assistance or further information, and the ability to download survey materials. It is also desirable for the Con- tractor to provide respondents with online response capabilities. With regard to survey procedures, the Contractor shall adhere to the following standards, unless speciï¬cally exempted in the proposal: â¢ Contractor must provide a caller ID.18 â¢ When an answering machine is reached, Contractor shall leave messages according to the following protocol19: â When an answering machine is reached on the initial recruitment/screening call, a mes- sage will be left at least once in the call rotation before classifying the number as non- responding; â When an answering machine is reached on a reminder telephone call, a message will be left; and â When an answering machine is reached during telephone retrieval of travel information, a message will be left. â¢ Contractorâs telephone survey protocols must include a process for complying with call back requests, whether they occur in the recruitment or retrieval portion of a telephone survey.20 â¢ After the sixth request for a call back from the same household, the household may be categorized as a âsoftâ refusal and therefore eligible for Contractorâs âsoft refusalâ conversion techniques.21 The Contractor shall exert extra effort to contact households that are difï¬cult to contact. This may be done by increasing the number of calls for non-contacted units, designating speciï¬c times to call non-contacted units, expanding the data collection, and/or conducting face-to-face inter- views.22 It is desired that the Contractor include in the proposal the costs (separately) of, and an approach for, conducting a non-response survey. 15 Complete Household Deï¬nition, Section 2.2.3 16 Level of Geocoding to be Performed, Section 2.5.2 17 Respondent Questions, Section 2.4.3 18 Caller ID, Section 2.4.4 19 Answering Machines and Repeated Call-Back Requests, Section 2.4.5 20 Answering Machines and Repeated Call-Back Requests, Section 2.4.5 21 Answering Machines and Repeated Call-Back Requests, Section 2.4.5 22 Unit Non-Response, Section 2.2.6
78 Standardized Procedures for Personal Travel Surveys Task 4: Interviewer Training and Quality Assurance In conducting the survey, the Contractor must ensure that the survey execution observes basic practice standards regarding ethics, which include23 â¢ The anonymity of the persons surveyed, and the conï¬dentiality of the information they provide, must be protected at all times. â¢ A survey respondent may not be sold anything or asked for money as part of the survey. â¢ Persons must be contacted at reasonable times to participate in the survey and must be allowed to reschedule participation in the survey to a different time if that is more conven- ient for them. â¢ Survey personnel must be prepared to divulge their own name, the identity of the Con- tractor, the identity of the Agency, and the nature of the survey being conducted if requested by a respondent. â¢ Children under the age of 15 may not be interviewed without the consent of a parent or responsible adult. â¢ A respondentâs decision to refuse participation in a survey, not to answer speciï¬c questions in the survey, or to terminate an interview while in progress must be respected if that is the respondentsâ ï¬rm decision. â¢ Respondents may not be surveyed or observed without their knowledge. Methods of data collection such as the use of hidden tape recorders, cameras, one-way mirrors, or invisible identiï¬ers on mail questionnaires may only be used in a survey if the method has been fully disclosed to the respondent and the respondent agrees to its use. â¢ Contractor may not release research ï¬ndings prior to the public release of the ï¬ndings by Agency, unless the Agency has provided approval to do so. â¢ Contractor must ensure the reasonable safety of its ï¬eldworkers during the execution of a survey. Contractor shall discuss its training program for interviewers, where interviewers are used, as Agency expects that all interviewers shall receive thorough and complete training.24 Validation Survey The Contractor shall conduct a validation survey that uses (at a mini- mum) the following three questions25: 1. Did you complete the initial survey? (yes or no). If âyes,â go to Question 3 below. If âno,â go to Question 2 below. 2. Did someone else in your household complete the survey? (yes or no). If âyes,â go to Ques- tion 3 below. If âno,â terminate the validation survey. 3. Question 3: Select a trip that the respondent is likely to remember from among the trips reported in the initial survey and note the time spent at the destination. Ask the respondent to recall the trip in question and to report the approximate time spent at the destination. The Contractor shall report a statistic indicating the percent of validated surveys that provided a negative answer to each of the ï¬rst two questions or a mismatch on the third question.26 Agency has established as a âtolerableâ level of failure on validation the following: â¢ 1% level of failure on the ï¬rst two questions and â¢ 5% level of failure on the third question. 23Ethics, Section 2.4.1 24Unit Non-Response, Section 2.2.6 25Validation Statistics, Section 2.7.5 26Validation Statistics, Section 2.7.5
Sample Request for Proposals Template 79 Task 5: Conduct and Analyze Pilot Survey The Contractor shall pretest the survey instruments as necessary and must conduct a full pilot survey testing the entire survey process, including drawing the sample, conducting the survey, coding the data and performing basic analyses of the data.27 It is desirable that the pilot survey include â¢ Monitoring interviewers to determine how they interact with potential respondents, how well they keep to the script of the survey, and whether the script causes difï¬culties in con- versational style; and â¢ Conducting a debrieï¬ng with the interviewers used in the pilot survey or pretest to deter- mine whether difï¬culties were experienced in handling survey procedures, questionnaires or other materials, scripts, etc. The pilot survey must test â¢ The expected response rate.28 â¢ The success of geocoding using one or all of the following methods29: â Aggregation checks on the location of geocodes, â Checking addresses against other information such as telephone exchanges, â Verifying that one trip starts where the other ï¬nishes, and â Cross-checking reported distances and times with those calculated from geocoded points. It is desirable that the pilot survey also test alternative incentives, if incentives are used, to establish whether a particular population will be responsive to speciï¬c incentives.30 In drawing the pretest or pilot survey sample, the Contractor shall use the following approach31: â¢ The main sample must be drawn ï¬rst, and the pilot survey or pretest sample shall be drawn only from those households or persons who were not drawn for the main sample. When the pilot survey or pretest is being conducted to determine the sample size required for the main survey, two options are possible. â The ï¬rst option is that a main sample can be drawn that is expected to be more than suf- ï¬cient in size. The pilot survey or pretest sample can then still be drawn subsequently from those households or persons who will not be included in the main sample under any likely circumstances. â The second alternative is to draw the pilot survey or pretest sample at random from the total population and then be sure to exclude all such drawings from the population for drawing the main sample. The former of these two is the preferred method. â¢ The minimum number of completed households for a pretest or pilot survey must be 30. â¢ The minimum sample size for pilot surveys shall be determined using Table 6. Task 6: Finalize Survey Design and Procedures The purpose of this task is to ï¬nalize all changes recommended from the pilot survey that have been approved by the Agency. The deliverables are the ï¬nal versions of all survey instruments and materials (diaries, forms, scripts, letters, and other relevant materials). 27 Requirements for Pretests or Pilot Surveys, Section 2.3.1 28 Sample Replacement, Section 2.2.4 29 Geocoding Standards, Section 2.5.1 30 Incentives, Section 2.2.8 31 Sample Sizes for Pretests and Pilot Surveys, Section 2.3.2
Free Survey Templates from SurveySparrow. Our online survey questionnaires have been carefully engineered with the most popular survey questions that will.
If you’re reading this, there’s probably already a good chance that you understand the importance of gathering feedback from your customers. But understanding the importance of feedback doesn’t mean you magically know how to actually collect that feedback.
If you want to:
Then there are some customer feedback best practices you need to follow.
But beyond that, you’ll also need a rock solid message to gather that feedback. And while you could always write something from scratch, I’m guessing you’d prefer to work from a customer feedback email template.
To help with that, I’m going to use this post to go step-by-step through what makes for a successful customer feedback email. And I’ll also include plenty of customer feedback email samples so that you can see how real businesses are doing things.
Ok – I’m going to dig into each piece in more detail below.
But at a high level, here’s what you need to do if you want to send successful customer feedback emails:
Before you can even think about getting your customer to leave feedback, you need to get them to actually open the email. Everything that comes after this section is moot if you can’t get that.
Let’s start with what you shouldn’t do. If you’re sending out a feedback request, you might be tempted to use words like:
But according to data from MailChimp, those words can actually decrease your open rate.
So what types of words can you use instead? That same data from MailChimp showed that these words worked better:
MailChimp also found that, while using name personalization in general is a benefit, using both a recipient’s first and last name has the best effect.
And finally – people are busy, so if you can slip in a time estimate (or better yet, a specific number) that’s going to give people the confidence that they’re not in for a massive undertaking.
To see how well brands follow these guidelines, I took a look back through some recent feedback emails that I’ve received:
The green arrows indicate emails I actually opened and participated in, while the red arrow indicates a fairly poor example that should be banished from email inboxes forever (I did not open the HostGator email).
Ok, you got people to open your email with a great subject. Now what?
While you’ll see brands do it both ways, I always think that starting your email with a personalized salutation is a nice way to show that you’re not shot-gunning these feedback emails off at random.
You don’t have to go crazy – a simple “Hello” or “Hi” will do just fine:
Like a salutation, this one is about 50/50 on all the various customer feedback survey emails I’ve seen – so it’s definitely not an unbreakable rule.
But I always think that a short reminder why you’re asking someone for feedback helps frame the context of your request.
It doesn’t need to be long – just a quick sentence is good enough. For example, Nest manages to do it in a mere four words:
People like to feel important and like they’re getting some benefit out of the deal. So if your customers feel like the only result of them taking a survey is that you might be able to generate more revenue, they’re probably not going to be all that interested in helping out.
That’s why it helps to tell them exactly how their answers are going to improve their experience.
To be honest, most brands just throw in something about “we’ll use this information to create a better experience for you.” And while that is better than nothing, it’s not as good as it could be.
Instead, I think this example from Unsplash does a great job:
Here’s why I like it so much:
Here’s another good example from Shopify that follows similar principles:
Like Unsplash, someone who takes that Shopify survey is going to feel like they’re benefiting themself by improving the chances of getting features they want.
If you’re sitting down to your computer, which of these two potential tasks sounds the most appealing?
Unless you’re a masochist – it’s the second one, right?
That’s why one thing that you’ll almost universally see in customer feedback emails is a statement regarding how long the survey will take. You already saw it in several of the examples above, but in case you forgot, here it is again in an email from Airbnb:
Almost finished! Now that you’ve done all the hard work of setting up your survey, all that’s left to do is:
In case you missed it above, Airbnb does both well in its email:
And there you have it! A customer feedback email template that will help you vacuum up valuable data from your customers.
Remember, here’s all there is to it:
And if you’d like to learn more about specific types of surveys you can send, you might also enjoy our article on Net Promoter Score.
With the exception of my inbox, all emails found at Really Good Emails
One of the biggest benefits of sending out a survey email invitation is scope – you’re just one click away from gaining an insight into your entire customer base! This presupposes, however, that your respondents actually read and click your email. And there’s the rub … The average response rate for surveys sent via email is around 10-15 percent. Boosting that number should be any market researcher’s goal. And here’s how …
If you plan to invite your respondents via email, make sure your subject line catches their attention – without being overly splashy or cheesy! There are no general rules here. However, try to come up with a short, descriptive line providing your reader with a good reason to open the email. Always make sure it’s clear who the sender is (mention your brand name!) and address your reader personally – powerful survey software allows you to send email invitations containing variables to personalize your message. Do you offer an incentive for your respondents? Mention this in your subject line!
Looks aren’t everything? Think again! Your survey invitation has to look topnotch. An attractive design conveys credibility and professionalism, urging your respondents to click through to the actual survey – it might be a good idea to try out a couple of designs using A/B testing to determine which is best. Also, always (always!) make sure your email design is fully responsive – the same holds true for the survey itself, by the way. The number of mobile users has increased over the past years and will continue to do so for quite a while.
Respondents are more likely to fill in a survey when they know its purpose. Inform your targets how the results will be used – for instance, to provide better service in the future or improve product quality – and guarantee the data won’t be used outside of your company.
That’s right, a little pressure never hurt anyone. A deadline will create urgency to “Take the survey now!” Respondents who don’t have time may opt to “Take the survey later”. Whatever you do, mention a specific date to dissuade procrastination.
Don’t say your survey is “brief”. Instead, be precise: “This survey only takes up 5 minutes of your time” is much more convincing and allows your respondents to plan their time. Be sure not to make your survey too long – anything that takes over 20 minutes is a no go!
Here’s an example of a good survey email invitation:
If you want more responses faster, try sending out survey requests during peak If you need a short customer satisfaction questionnaire template, try the.
Content Email Marketing
There are lots of ways to survey your customers, and one of the most popular and effective ones is via survey emails. Among the biggest benefits of sending a survey email invitation is scale – you’re just one click away from gaining insight into potentially your entire customer base! This requires, however, that your respondents actually open, read, and click on your email.
Regardless of the audience type, your survey email copywriting plays a key role in persuading your targeted respondents to complete your survey (average response rate for surveys sent via email is around 30%).
We’ve compiled some samples of great survey email copy below:
Don’t forget to write about how important the respondents’ feedback is and how it will help you improve your product or service. Including an image and using bright colors is an effective way to attract the attention of your customers.
The percentage of clicks increases if you give a good reason for responding and explain why it is vital that your clients should participate. Give them an incentive, such as bonuses or discounts.
Make it personal, yet short and simple. Show that you value your recipients’ time.
Headspace goes straight to the point from the beginning, because they know what people usually think about surveys. They tried to test whether the recipients might want to answer their questions, out of curiosity, if they promise that it won’t be boring.
Sometimes, plain style with no images is a winner. However, don’t forget to include a CTA button.
This copy includes clear, step-by-step instructions of what you want your recipients to do, as well as nice-looking images of the product.
Here is a nicely-styled copy that sounds conversational, and includes an incentive of 15% off for taking 5 minutes from each person’s time.
This email sequence stands out due to the bright background, eye-catching font, and a polite tone of voice. It also creates a sense of urgency (”And hurry! Only a few days left to do this”) and gives 25% off the next purchase.
The black & white style makes it look fashionable and unique, and the chance to win a big gift helps stimulate clients to take the survey.
This copy is aimed at creative people. One more successful option for apparel & clothing.
This survey invitation warns the recipients in advance about the estimated amount of time they are going to spend on the survey. This helps shape expectations and avoid friction.
The copy below speaks volumes about the main benefits of the ideal survey. It is short, includes the reward, and reminds the user about the products of the company.
For certain kinds of services, it is better to use an official style and deliver your message to the customers in a concise and short form.
Taylor Stitch’s invitation is highly personal, minimalistic, and not “salesy”. It fully communicates the core values of the company.
Creative styling together with honesty (”We are willing to pay”) is always an effective combination.
This copy depicts the common phrase “We are eager to know what you think” with the image that depicts multiple people.
This black & red example below looks quite aggressive, but that’s why it may stand out from all the other emails in the prospect’s inbox.
The copy sounds cozy and the image of the cute doggie makes it irresistible.
This email emphasizes mutual value, which unites the seller and the buyer.
In some cases, only 2 options are enough. Make it fast. Simply “Yes” or “No”.
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