City Services Satisfaction Survey 2019 City Services Satisfaction Survey | Page 48
Moving to Online Data Collection
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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, which allowed
them to take time to give thoughtful answers on key questions (as opposed to
somewhat spontaneous answers because of the time limit in a 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 subsequent 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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