City Services Satisfaction Survey 2014 City Services Satisfaction Survey | Page 43
Moving to Online Data Collection
• Data collection was conducted via phone from 2000 to 2010. In 2011, data
collection moved to an online survey.
• Reasons for switching to an Internet method included:
– Increased Internet usage among citizens.
– Better access to citizens via online (compared to poor production via
telephone).
– Convenience and ease of online interviewing for respondents to take
time in order to give thoughtful answers on key questions (as opposed to
somewhat spontaneous answers given the time limit in telephone
survey).
– Lower cost and faster timing.
• A potential negative effect of switching methodologies is that comparability
with previous waves may be lost to some extent (especially for the first year).
– As anticipated, the first online wave in 2011 showed various changes
related to the data-collection method, but the 2012, 2014, and 2015
waves are on similar levels with natural year-to-year fluctuations. That is
expected to continue as we maintain online data collection in the future.
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