Thoroughly research software programs before constructing the actual survey questions to be sure the program's capabilities align with the format of the survey instrument. Each area represents an element for analysis and is called a survey dimension. If the survey targets the quality of service, areas for exploration might include availability, timeliness, responsiveness, professionalism, completeness, and overall satisfaction. If assessing employee attitudes and perceptions, survey dimensions may include organizational processes, employee morale, problem solving, decision making and overall job satisfaction. Specific inquiry in these areas will enhance your ability to implement change or validate observations based on the collected data.
Respondents generally expect their feedback to be used.
It follows, then, that survey questions should focus only on what is within your purview to change, accomplish or validate. Open-ended questions allow respondents to answer questions in their own words, which can be a rich source of information. The disadvantage to open-ended questions is deciding how to analyze the responses. Any questionnaire consisting of open-ended questions requires thematic analysis, and bias can inadvertently be injected. These questions offer respondents specific choices and usually result in a quick response.