Improving Respondent Cooperation for Telephone Surveys

Table of Contents

• Foreword
• Executive Summary
• Checklist of Best Practices and Assessment of Relative Impact of Best Practices on Response Rates
• Introduction
  • Purpose and Scope
  • The Process of Developing the Best Practices
  • Defining Response and Non-Response Rates
  • Response Rate Calculations
  • Why Are Response Rates Important?
  • What Are Realistic Response Rates?
  • Organization and Use of the Best Practices
• Stage 1: Research Design
  • 1.0 Choose an appropriate data collection method
    • 1.0.1 Select the most appropriate survey method
    • 1.0.2 Consider alternative methods to contact hard-to-reach respondents
    • 1.0.3 Consider allowing proxy respondents
    • 1.0.4 Collect the data at the most appropriate time of year
    • 1.0.5 Allow adequate time to collect the data
  • 1.1 Ensure adequate population coverage
    • 1.1.1 Define the research population
    • 1.1.2 Select an adequate sample size
    • 1.1.3 Reduce coverage error
  • 1.2 Minimize respondent burden
    • 1.2.1 Keep the interview as short as possible
    • 1.2.2 Design a well-structured questionnaire
    • 1.2.3 Review the translated questionnaire
    • 1.2.4 Pre-test the questionnaire
  • 1.3 Incorporate methods to encourage participation
    • 1.3.1 Notify potential respondents in advance of the fieldwork, where possible
    • 1.3.2 Use effective survey introductions
    • 1.3.3 Offer assurances of confidentiality
    • 1.3.4 Consider using incentives, where possible
    • 1.3.5 Reveal survey sponsorship
    • 1.3.6 Offer a validation source
    • 1.3.7 Inform relevant government call centres or offices about the survey
• Stage 2: Data Collection
  • 2.0 Ensure effective sample management
    • 2.0.1 Hire a data collection firm that submits to recognized field audits
    • 2.0.2 Ration sample resources
    • 2.0.3 Accurately track the disposition of calls
  • 2.1 Make efforts to maximize contact rates
    • 2.1.1 Vary the call scheduling
    • 2.1.2 Offer flexible callbacks and appointments
    • 2.1.3 Ensure an adequate number of callbacks
    • 2.1.4 Schedule extra callbacks to households with an initial language barrier
    • 2.1.5 Leave messages, for some studies
    • 2.1.6 Provide a toll-free number for studies with hard-to-reach respondents
  • 2.2 Take steps to minimize refusals and terminations
    • 2.2.1 Ensure use of well-trained, effective interviewers
    • 2.2.2 Request monitoring of data collection at all times
    • 2.2.3 Monitor reasons for non-response during data collection
    • 2.2.4 Monitor non-response levels among different segments of the target population
    • 2.2.5 Attempt refusal conversions
• Stage 3: Analysis
  • 3.0 Address survey non-response
    • 3.0.1 Compare response rates across sub-groups
    • 3.0.2 Weight survey data, where possible
    • 3.0.3 Compare respondents and non-respondents
    • 3.0.4 Compare "early" to "later" respondents
    • 3.0.5 Conduct non-respondent follow-ups
• Stage 4: Reporting
  • 4.0 Document the response rate
    • 4.0.1 Ensure the research supplier provides the record of calls
    • 4.0.2 Calculate the response rate using an approved method
    • 4.0.3 Ensure the response rate is recorded in the final report
• Conclusion
• Bibliography

For more information, please contact the Public Opinion Research Directorate at DGSIOpinionPublique.ISBPublicOpinion@tpsgc-pwgsc.gc.ca.

Catalogue Number: P103-2/2007E-PDF
ISBN: 978-0-662-45286-7
© Her Majesty the Queen in Right of Canada,
represented by the Minister of Public Works and Government Services Canada, 2007