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Guide for Customer-Driven Benchmarking of Maintenance Activities (2004) / Chapter Skim
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Appendix C - Guidance on Designing and Administering Surveys
Pages 210-213

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From page 210...
... The main reasons to use a focus group are to identify what types of questions to include in your survey and to develop insight regarding how to provide a maintenance program that is more sensitive to the needs and desires of your customers. Focus groups should be conducted in different parts of your jurisdiction to gain insight into how geography, urbanization, traffic congestion, and other factors outside the control of maintenance organizations affect customer satisfaction regarding the delivery of maintenance products and services.
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From page 211...
... This layout is usually sufficient to specify the database in a typical statistical analysis package. SAMPLE DESIGN You will need a statistician or a person with a strong statistical background to design a scientific sample for the survey.
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From page 212...
... administered a number of innovative surveys that involve using digital imagery to help elicit information about customer preferences, satisfaction, and willingness to pay regarding different attributes of road maintenance.
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From page 213...
... Also, in both cases, the surveys were administered to groups in a setting reminiscent of a focus group. Appendix C: Guidance on Designing and Administering Surveys 220
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Key Terms

  • coding guide
  • maintenance products
  • database design
  • random sample
  • statistical package

  • digital imagery
  • road maintenance
  • affect customer
  • standard deviations
  • pay regarding

  • establish target
  • internet requires
  • freely discuss
  • using digital
  • imagery recently

  • survey efficiently
  • require additional
  • insight regarding
  • removing nonsensical
  • typical statistical

  • main reasons
  • involve using
  • elicit information
  • maintenance program
  • strong statistical

  • design draft
  • statistical accuracy
  • graphical tools
  • statistical background
  • total counts


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