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Testing Non-Response Follow-Up Strategies in Electronic Questionnaires: An Experimental Approach

This study explores the efficiency of various non-response follow-up strategies in the context of electronic questionnaires (EQ) used in annual business surveys. Conducted by Statistics Canada, the experiment assessed four follow-up methods, revealing that email reminders significantly boosted response rates while minimizing costs. Key findings indicate that not only do email reminders prompt responses effectively, but also streamline collection efforts. Future directions include adopting the most efficient strategies as standard practice in the Unified Enterprise Survey collection process.

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Testing Non-Response Follow-Up Strategies in Electronic Questionnaires: An Experimental Approach

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  1. An embedded experiment to testnon-response follow-up strategieswhen using electronic questionnaires UN/ECE Work Session on Statistical Data Editing Topic (iv): Using metadata and paradata to analyse the efficiency of editing processes Claude Poirier* Oslo, Norway, 24 – 26 September 2012 * Work carried out by Jeannine Claveau and Claude Turmelle

  2. Outline • Overview of the Unified Enterprise Survey Collection • Methodology of the Experimental Design • Results • Future work Statistics Canada • Statistique Canada

  3. UES Web-based Collection • Electronic Questionnaires (EQ) for 7 surveys • 6 service industries – stratified samples • Head Office Survey – census • Telephone pre-contact • Confirm industrial classification and ask e-mail address • EQ invitation to units with e-mail addresses • Telephone follow-up on failed edits • Follow-up of non-respondents • Experimental design Statistics Canada • Statistique Canada

  4. Objectives of the Experiment • Evaluate four non-response follow-up strategies when using EQ for annual business surveys • Some questions to be answered: • Which strategy produces the best response rates? • Which strategy is the most efficient? • How far can we get with e-mail reminders only? • What is the importance of having at least the first follow-up contact by phone? Statistics Canada • Statistique Canada

  5. Experimental Design 9,324 units 6,457 units (70%) Statistics Canada • Statistique Canada

  6. Statistics Canada • Statistique Canada

  7. Statistics Canada • Statistique Canada

  8. Statistics Canada • Statistique Canada

  9. Statistics Canada • Statistique Canada

  10. Statistics Canada • Statistique Canada

  11. Statistics Canada • Statistique Canada

  12. Percentage of units receiving NRFU Statistics Canada • Statistique Canada

  13. Savings Statistics Canada • Statistique Canada

  14. Summary of results • E-mail reminders generated “spikes” in responses • Sending only e-mail reminders achieved a 45% response rate at very little cost • Collection staff can catch up to target response rate at the end of the collection period, when needed. • E-mail reminders help to reduce the cost in terms of call attempts (≈ 30%) and TPU (≈ 25%) • Treatment 2 was the most efficient Statistics Canada • Statistique Canada

  15. Future Work • Treatment 2 will become the standard for EQ • All UES surveys will continue to collect e-mail addresses • In 2014, we will implement EQ as the principal collection mode for business surveys • An active collection management based on estimates and their quality will be implemented in order to further reduce telephone follow-up Statistics Canada • Statistique Canada

  16. Thank you Merci For more information, please contact: Pour plus d’information, veuillezcontacter : Claude.Poirier@statcan.gc.ca Jeannine.Claveau@statcan.gc.ca Claude.Turmelle@statcan.gc.ca Claude Poirier Jeannine Claveau Claude Turmelle Statistics Canada • Statistique Canada

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