Web Survey Bibliography
Title Examining Item Non-Response in a Mixed Mode Customer Satisfaction Study
Access date 21.04.2004
Abstract The purpose of this paper is to report on item non-response differences in a customer satisfaction study using a mixed mode design with choice of completion method. In the spring of 2001, customers of a Federal Government agency were mailed a paper survey but also given a web site address and instructions for completing the survey over the Internet. Of the 2,231 respondents, 23% (n=515) chose to use the Internet to respond. A preliminary comparison shows a significantly higher proportion of web respondents than paper respondents skipped the close-ended items while a significantly higher proportion of paper respondents skipped the open-ended questions. In addition to examining the relationship between mode and item non-response, the data will also be analyzed to determine whether mode is an important predictor of non-response when taking control variables into consideration. The results will show whether mode or other factors such as respondent demographics, department with which the customer does business, and/or customer attitudes and experiences best predict item non-response for both close and open-ended questions.
Year of publication2002
Bibliographic typeConferences, workshops, tutorials, presentations
Web Survey Bibliography - Levin, K. (11)
- Best Approaches to Mode Order and Non-response Prompting in a Multi-Mode Survey; 2012; Newsome, J., Levin, K., Schafer, B., Vigil, M., Liu, W.
- Boosting Response Rates: Are There Optimal Times to Email Respondents?; 2007; Bennett-Harper, S., O'Brien, J., Levin, K., Davis, B., Shipp, S., Campbell, S., Sienkiewicz, R.
- Boosting Response Rates: Are There Optimal Times to E-mail Respondents?; 2006; Wood, E. W., O'Brien, J., Levin, K., Heller, T. H.
- The Impact of Follow-up Contacts od Survey Data and Response Rates; 2005; Westin, E., Harmon, M., Levin, K.
- Does Type of Pre-Notification Affect Web Survey Response Rates?; 2005; Harmon, M., Westin, E., Levin, K.
- Web, Mail, and Mixed-mode Data Collection in a Survey of Advanced Technology Program Applicants; 2004; Kerwin, J., Brick, P. D., Levin, K., Cantor, D., O'Brien, J., Campbell, S., Shipp, S., Wang, A.
- Comparison of Web, Mail, and Mixed-Mode Data Collection Methods in a Survey of R&D Funding; 2004; Brick, P. D., Kerwin, J., Levin, K., Cantor, D., O'Brien, J., Wang, A., Campbell, S., Shipp, S.
- Effects of sponsor identity and perceived data security on response rates and data quality; 2003; Davis, B., Levin, K., O'Brien, J., Wang, A., Gordon, A., Shipp, S.
- Examining Item Non-Response in a Mixed Mode Customer Satisfaction Study; 2002; Burr, M. A., Famolaro, T., Levin, K.
- Mode And Incentive Effects On Aspects Of Survey Administration And Data Quality; 2001; O’Brien, J. E., Levin, K., Hagerty, T., Greenlees, J. B., Saxon-Harrold, S. K. E., Kirsch, A....
- Examining Web vs. Paper Mode Effects In a Federal Government Customer Satisfaction Study; 2001; Burr, M. A., Levin, K., Becher, A.