Decision Sciences Research Associates (DSRA) has over 30 years of experience in survey design, development, fielding, and analysis. That expertise, and the customized tools and methodologies that we have developed, are deployed in both one-time and tracking series surveys. One-Time Surveys are the more traditional survey which is designed for a one-off deployment to answer a specific research question. Continuous Tracking Surveys are part of an on-going survey production cycle in which customers are continuously polled after a service transaction. Tracking Surveys are commonly done as part of a continuous quality improvement program.
DSRA has total flexibility in how it can field surveys depending on the audience, the survey intent, and cost considerations. We have the expertise and the tools to design, field, data capture, and analyze surveys using mail, phone, and web-based survey methods. For each of these differing media, DSRA developed the tools necessary to carry out the work efficiently and appropriately.
Decision Sciences pioneered software and methodologies for conducting Tracking Surveys – a unique product for customers who need continuous measurement of their customers’ opinions. We have developed our own unique software systems to minimize issues which reduce the effectiveness of surveys, increase costs, delay mailings, hamper information feedback, or lose data.
Our questionaires are printed using our InstaPrint ä high speed laser technology. We can print and mail surveys on demand without waiting for conventional printing of questionnaires and envelopes. InstaPrint ä also allows us to easily customize survey contents to ask unique questions of particular recipients.
Our surveys are conducted from our in-house telephone interviewing center with trained bi-lingual interview staff. Telephone scripts use the CATI (Computer Automated Telephone Interviewing) system which has been designed to ensure maximum responses, and to avoid common phone survey bias.
Our web surveys are implemented at one of DSRA’s 12 specialized web-based “Research Portals”. Survey instruments are fully interactive to support response validation, custom skip patterns and real-time database connections.
Web-Based Report Management System (RMS)
This provides a continuously updated web-based reporting system. DSRA can provide reports automatically customized to various user levels, eliminate data distribution issues, and maximize data availability.
Survey Instrument Design
Our designer services benefit from over 30 years of developing appropriate instruments for critical market research, member satisfaction, customer loyalty, and employee surveys. We design survey materials to ensure that they are based on “actionable” quality improvement strategies.
Sample Allocation Strategy
We believe that sample design and response weighting are perhaps the most critical aspects of fielding effective quality surveys. Samples must be chosen so that the results may be weighted to provide unbiased estimates of the organization’s performance.
DSRA uses high speed laser and inkjet printers to produce outbound survey mailings. On-line survey subjects are contacted by targeted email requests to participate. Phone interviews are conducted during the most effective time-periods, and with well-trained interviewers, to maximize completed interviews. Responses are continuously processed so that our clients receive accurate feedback on a timely basis
DSRA has designed a suite of reporting strategies that include producing detailed printed tables and graphics, as well as web-based reporting systems. We use high speed duplex scanning to create viewableimages of survey instruments. Our reporting products ensures timely, targeted reports customized for the different individuals based on their areas of responsibility.
Identifying Customers Requiring Follow-up
For quality improvement programs, it is important to identify dissatisfied or concerned customers. Doing so may convert a dissatisfied customer to one who is more likely to continue to do business with our client’s organization.
Reinforcing Goals of High Quality Products and Service
DSRA recognizes that conducting on-going satisfaction Tracking Surveys helps to transform an organization to one focused on providing high quality customer products and service.