Total Quality Management Program Components

  • Experienced questionnaire designers capable of developing survey instruments that will not introduce bias through question wording or order of presentation. Redhill Group’s extensive experience designing transportation surveys ensures that results will be both meaningful and actionable.
  • Use of random digit dialing samples and automated tracking of contact attempts to survey hard-to-reach respondents with the same frequency as those more readily available. Redhill Group can also track responses to questions and revise sampling selection during survey execution to adjust for any non-response bias.
  • Thorough project-specific training ensures that surveyors completely understand the survey instrument as well as project objectives.
  • All surveys are pre-tested to make sure that respondents clearly and consistently understand all questions and they are effectively eliciting the desired information.
  • Bilingual surveying and a highly proactive calling program that includes: varying call times to reach respondents when they are home, conducting calls during the day for alternative schedule workers who can’t be reached at night or on weekends, offering optional callback appointments, the ability to complete a survey from a previous breakpoint for interrupted surveys, and providing an 800 number for respondents to call, all of which help us achieve high response rates.
  • Full-time quality management supervisors to assure data integrity. Immediate review of completed surveys to ensure completeness, accuracy and internal consistency. Random callbacks to respondents to verify selected responses.
  • Silent monitoring of surveys in progress to ensure questions are asked in a consistent and accurate manner, eliminating any bias introduced through the surveyors’ tone of voice.
  • Redhill Group approaches each project from a decision-making perspective to ensure actionable results. We start with the decisions that will be made using survey findings, and then determine the charts and tables that will be needed to provide actionable information to support those decisions. Once the information requirements have been defined, we then determine the optimal research methodology, the target audience or audiences that need to be surveyed, and the appropriate sampling design to provide sufficiently accurate findings to support the decision-making process. The final step is to design a survey instrument that effectively addresses all survey objectives.
  • We also secure an understanding of the various reporting audiences which in addition to management staff may include top executives, boards of directors and the media. This enables us to establish appropriate reporting to meet the needs of each audience.