Writing Tips: framing survey questions

When composing survey questions, it is essential that the questions are framed in the positive, and do not lead toward a particular answer. In other words, avoid ‘leading questions.’

For example:

Leading Questions:

• At what time of day or in what situations do you find the current ordering system limiting?
• Is there a specific step in the ordering process that you think could be improved?
• Do you think that mistakes in fulfilling orders are more likely with paper pads as opposed to, an electronic system?

Correct way to question:

• What times of day do you take the most orders? Give times to check off
• How efficient is the ordering system: rank 1 – 5
• Have you used a POS electronic system? yes / no
• How would you rank POS systems: rank 1 – 5

Avoid Personal Questions: Re- frame so you are not asking ‘personal” questions.

For example:

“Have you ever been unable to get a taxi cab in Vancouver? “

Correction: Calling or hailing a taxi in Vancouver is:

1. Easy and convenient
2. Sometimes difficult and inconvenient
3. Always difficult and inconvenient
4. Unpredictable
5. N/A

“Have you ever had an unpleasant experience with a taxi in Vancouver? “

Correction: Using taxis in Vancouver is:

1. Always pleasant and comfortable
2. Sometimes unpleasant and/ or uncomfortable
3. Always unpleasant and/or uncomfortable
4. N/A