Methodology

Research Method

The initial pilot studies in 2001 led to the development of suitable questionnaires for the Banking, Telecommunications, Postal and Accommodation industries. The Banking and Telecommunications sectors have been repeated in all studies due to the contribution of these sectors to the GDP, their importance to consumers and the comparison to the ACSI and EPSI.

At this stage, the research is being done via the telephone. However, the research done for the Public Service utilising the SAS Index™ model, was conducted with face-to-face interviews. Once the project can stand on its own feet from a funding perspective and there is sufficient buy in from the companies being measured, the project will be rolled out to industries where face-to-face interviews are imperative.

The Questionnaires
In developing the questionnaires, in-depth interviews are conducted with consumers to test the critical issues under review when evaluating the service provided by each sector. These are then incorporated into a questionnaire that is tested with the public, before being significantly shortened using various statistical techniques, described in the diagram below.

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