Balanced Scale: A survey scale that provides an equal number of positive and negative response options to avoid bias.

Balanced Scorecard: A strategic planning tool that measures organizational performance across multiple dimensions, often used in survey analysis.

Bar Charts: Visual representations of data using rectangular bars to compare different groups or categories.

Batch Surveying: The practice of conducting multiple surveys simultaneously or in groups to streamline data collection.

Benchmarking: The process of comparing survey results to industry standards or best practices to gauge performance.

Bias: Any systematic error in survey results that can lead to misinterpretations or inaccurate conclusions.

Bimodal: A distribution with two different modes, indicating two prevalent response patterns among respondents.

Binary Choice: A survey question format that offers respondents two options (e.g., yes/no or agree/disagree).

Bivariate Statistics: Statistical methods used to analyze the relationship between two variables in survey data.

Bottom Box Scoring: A method of scoring that focuses on the lowest possible responses in a survey, often to identify dissatisfaction.

Branching: A survey technique that directs respondents to different questions based on their previous answers, also known as conditional branching or "skip and hit."

Categorical Data: Data that can be divided into distinct categories, often used in multiple-choice questions.

CATI (Computer Aided Telephone Interviewing): A survey method using computer software to assist in conducting telephone interviews.

Census: A survey that collects data from every member of a population rather than a sample.

Central Tendency: A statistical measure that identifies the center of a dataset, typically represented by the mean, median, or mode.

Checklist Question Type: A question format allowing respondents to select multiple options from a list.

Cherry Picking: A sampling technique where researchers intentionally select respondents likely to provide favorable results.

Chi Squared: A statistical test to determine if there is a significant association between categorical variables in survey data.

Closed-Ended Question: A survey question that restricts responses to predefined options, making analysis straightforward.

Cluster Sampling: A sampling method where the population is divided into clusters, and entire clusters are randomly selected.

Cognitive Burden: The mental effort required from respondents to understand and answer survey questions.

Comparative Scales: Survey scales that ask respondents to evaluate one option relative to another.

Composition Effect: The impact that changes in the composition of a sample may have on survey results.

Concern: An expression of apprehension or worry regarding a specific issue addressed in a survey.

Conclusion Validity: The extent to which the conclusions drawn from survey data accurately reflect the research question.

Conditional Branching: A survey design feature that tailors the respondent’s path based on their previous answers.

Confidence Interval: A statistical range that expresses the degree of uncertainty around an estimate derived from survey data.

Confidence Statistic: A measure of the reliability of an estimate obtained from survey data.

Confidentiality: The practice of keeping respondents' information private and secure during and after data collection.

Conformity Bias: A tendency for respondents to align their answers with perceived group norms or expectations.

Continuous Scale: A measurement scale that allows for an infinite number of potential responses, often used in ratings.

Convenience Sample: A non-probability sampling method that selects participants based on their availability, which may introduce bias.

Correlation: A statistical measure that describes the strength and direction of a relationship between two variables.

Critical Incident Study: A research method that focuses on specific instances that have significant impact on experiences or outcomes.

Cumulative Frequency Distribution: A method of showing the number of observations less than or equal to a certain value in a dataset.

Customer Experience Design: The process of designing interactions that create a positive experience for customers throughout their journey.

Customer Experience Management (CEM or CX): Strategies and practices aimed at improving customer interactions and satisfaction.

Customer Feedback Management (CFM): The process of collecting, analyzing, and acting on customer feedback to enhance products and services.

Data Cleansing: The process of identifying and correcting errors or inconsistencies in survey data to ensure quality.

Data Collection Form: The structured document or digital tool used to collect survey responses.

Data Types: Categories of data, including qualitative and quantitative, that inform survey design and analysis.

Demographic Questions: Questions designed to gather information about respondents' characteristics, such as age, gender, and income.

Descriptive Research: Research aimed at providing an accurate representation of the characteristics of a particular population.

Descriptive Statistics: Statistical measures that summarize or describe the characteristics of a dataset, such as mean and median.

Discrete Scale: A measurement scale with distinct categories or values that cannot be subdivided.

Dispersion: The extent to which survey responses vary or spread out from the average or mean value.

Double Barreled Question: A survey question that asks about two different issues but allows for a single response, potentially confusing respondents.

Endpoint Anchoring: A technique where respondents rate items using a scale with defined endpoints, helping them gauge their responses more accurately.

Event Surveys: Surveys that capture feedback immediately following an event, also known as transactional or incident surveys.

Exploratory Research: Research conducted to gain insights and understanding about a topic when little information is available.

Face Saving Bias: A tendency for respondents to answer in a way that preserves their self-image or social standing.

Fatigue: A decline in respondent quality due to survey length or complexity, leading to lower quality responses.

Field Research: The collection of data outside of a laboratory or controlled environment, often involving real-world settings.

Fixed Sum Question Type: A question format where respondents allocate a fixed amount of points or resources among multiple options.

Follow-Up Notices: Reminders sent to respondents to encourage survey completion, enhancing response rates.

Focus Groups: Small, diverse groups of people discussing a specific topic, providing qualitative insights that surveys may not capture.

Forced Choice Scale: A survey format requiring respondents to choose between two or more options, reducing neutral responses.

Forced-Ranking Question Type: A question format where respondents must rank options in order of preference.

Fractionation Question Type: A survey technique that breaks down complex questions into simpler parts for easier response.

Free-Form Question Type: Open-ended questions that allow respondents to provide any response, offering richer qualitative data.

Frequency Distribution: A summary of how often each response occurs within a dataset.

Frequency Scale: A survey scale that measures how often respondents experience a specific event or behavior.

Fully Anchored Verbal Scale: A rating scale where all points are defined with verbal descriptions, providing clarity to respondents.

Generalizability: The extent to which survey findings can be applied to a larger population beyond the sample surveyed.

Guttman Scale: A unidimensional scale used to measure attitudes or beliefs, where agreement with one item implies agreement with others.

Hardcopy Survey Administration Mode: A method of administering surveys using printed forms rather than digital formats.

Headings: Titles or labels used in surveys to categorize sections or questions for better organization and clarity.

Heterogeneity: The variability or diversity of a population that can impact survey results.

Hindrance: Factors that impede the completion or quality of survey responses.

Incentive: A reward offered to respondents to encourage survey participation and increase response rates.

Informed Consent: The process of ensuring that respondents understand the purpose and implications of the survey before participating.

Interval Scale: A measurement scale that allows for the comparison of the differences between values, with meaningful intervals but no true zero.

Interrater Reliability: The degree of agreement among different raters or observers evaluating the same phenomenon in surveys.

Invalidity: The degree to which survey results fail to accurately measure what they are intended to measure.

Item Nonresponse: Occurs when respondents skip certain questions, leading to incomplete data.

Judgment Sample: A non-probability sampling method where the researcher selects respondents based on their judgment.

Key Performance Indicators (KPIs): Measurable values that demonstrate how effectively a company is achieving key business objectives.

Key Performance Indicators (KPIs): Measurable values that demonstrate how effectively a company is achieving key business objectives.

Likert Scale: A common rating scale used in surveys that allows respondents to express levels of agreement or disagreement on a statement.

Longitudinal Studies: Research studies that collect data from the same subjects repeatedly over time to observe changes.

Leading Language: Words or phrases in survey questions that might influence or prompt respondents toward a specific answer, potentially biasing results.

Loaded Language: Emotionally charged wording in survey questions that can lead to biased or skewed responses from participants.

Looping: A survey design where respondents are redirected to the same set of questions based on specific answers, used to gather multiple responses from a single participant across different scenarios.

Margin of Error: A measure of the possible error in survey results, indicating the range within which the true value likely falls.

Market Research: The process of gathering, analyzing, and interpreting information about a market, including information about the target audience.

Mean: The average value calculated by summing all responses and dividing by the total number of responses.

Measurement Validity: The degree to which a survey measures what it claims to measure.

Mixed Mode Survey: A survey that employs multiple methods of data collection, such as online and telephone.

Mode Effect: Differences in survey responses that result from the mode of administration (e.g., online vs. telephone).

Measurement Error: The difference between the actual value and the value obtained through survey data, which can result from inaccuracies in data collection, processing, or analysis.

Median: The middle value in a dataset when it is arranged in order of magnitude. If the dataset has an even number of observations, the median is the average of the two middle numbers.

Mental Frame: The mindset or mental approach a respondent uses when answering survey questions, which can influence how they interpret and respond to questions.

Mixed-Mode Administration: A survey methodology that uses multiple data collection methods (e.g., online, telephone, mail) to increase response rates and reach a broader audience.

Multiple Choice Question Type: A survey question format where respondents select one or more options from a predetermined list of answers.

Multivariate Statistics: Techniques used to analyze data that involves more than two variables simultaneously, allowing researchers to understand complex relationships between variables.

Non-Response Bias: A systematic difference between those who respond to a survey and those who do not, potentially skewing results.

Non-Probability Sampling: A sampling method where not all members of the population have a chance of being included, leading to possible biases.

Normal Distribution: A probability distribution that is symmetric about the mean, indicating that most values cluster around the central peak.

Net Promoter Score® (NPS): A metric that gauges customer loyalty and satisfaction by asking respondents how likely they are to recommend a product or service to others on a scale of 0-10.

Net Scoring: A method used to calculate survey scores by subtracting the percentage of negative responses from the percentage of positive responses.

Non-Response Bias: A type of bias that occurs when the respondents who participate in the survey differ in meaningful ways from those who do not, potentially skewing results.

Open-Ended Questions: Survey questions that allow respondents to answer in their own words, providing qualitative insights.

Operationalization: The process of defining variables in measurable terms for the purposes of data collection.

Optimism Bias: The belief that bad things are less likely to happen to us compared to others, leading to unrealistic risk assessments.

Pilot Survey: A small-scale preliminary survey conducted to test the feasibility, time, and costs of a larger survey.

Population: The complete set of individuals or items that are the focus of a survey.

Pretesting: The process of testing survey questions on a small group before the main survey to identify potential issues.

Periodic Surveys: Surveys that are conducted at regular intervals (e.g., quarterly, annually) to track changes over time.

Pie Charts: A graphical representation of data in the form of a circle divided into segments, where each segment represents a proportion of the whole.

Pilot Tests (Pretest): A small-scale trial run of a survey conducted to identify potential issues with the survey design before it is distributed to a larger audience.

Piped Text: A feature in survey design that allows responses from earlier questions to be inserted into subsequent questions or text, making the survey feel more personalized.

Pivot Tables: A data summarization tool used in surveys to organize and display data by different categories, allowing users to analyze responses across multiple dimensions.

Polar Anchoring (Endpoint Anchoring): A technique used in scales where the extreme ends of the scale are anchored with specific labels to guide respondent interpretation (e.g., "Strongly Disagree" and "Strongly Agree").

Population: The entire group of people or entities about which a survey seeks to gather information.

Population Parameters: Numerical characteristics (e.g., mean, variance) that describe the entire population being studied.

Positional Checklist Question Type: A survey question format where respondents select one or more answers from a list of options that appear in a specific order.

Postal Survey Administration Mode: A method of conducting surveys through the mail, where respondents receive paper questionnaires and return them once completed.

Precision: The degree to which repeated measurements under unchanged conditions yield the same results, indicating the consistency of a survey.

Prescriptive Research: Research focused on providing specific recommendations or solutions based on collected data and analysis.

Pretest (Pilot Test): A preliminary run of a survey to test its design and functionality before full distribution, ensuring clarity and usability.

Primacy Effect: A cognitive bias where respondents are more likely to select options presented at the beginning of a list due to their prominence.

Probability Sampling: A sampling method where each member of the population has a known, non-zero chance of being selected, allowing results to be generalizable to the entire population.

Progress Indicators: Visual cues in surveys (e.g., progress bars) that show respondents how much of the survey they have completed.

Purposive or Purposeful Sampling: A non-probability sampling technique where participants are selected based on specific characteristics or criteria that align with the research objectives.

Purposive or Purposeful Sampling: A non-probability sampling technique where participants are selected based on specific characteristics or criteria that align with the research objectives.

Question Types: The different formats used to ask questions in a survey, including multiple choice, open-ended, rating scales, etc.

Questionnaire (Survey Instrument): The set of questions or prompts designed to collect information from respondents in a survey.

Quota Sampling: A sampling method where researchers select participants based on specific quotas, such as demographic or behavioral characteristics, to ensure the sample represents the population.

Qualitative Research: Research that focuses on understanding the meaning and experiences of respondents through open-ended responses.

Question Types: The different formats used to ask questions in a survey, including multiple choice, open-ended, rating scales, etc.

Random Sampling: A sampling method where each member of the population has an equal chance of being selected, reducing bias.

Rating Scale: A survey scale that asks respondents to evaluate a specific item on a predefined scale (e.g., 1 to 5).

Reliability: The consistency of survey results over time and across different respondents or groups.

Response Bias: A tendency for respondents to answer questions in a certain way that does not reflect their true opinions or behaviors.

Random Error: An unpredictable variation that arises in survey data collection, affecting measurements in a way that is not consistent across participants.

Randomization: A process where respondents or survey items are assigned randomly to reduce bias and ensure each outcome has an equal chance of occurring.

Rank, Ranking, Rank Order: A method of ordering items or responses based on preference, importance, or some other criteria.

Rate, Rating: A survey measure where respondents evaluate an item or experience on a scale, often used to measure satisfaction, agreement, or likelihood.

Ratio Data: A type of data that includes both an order and an equal interval between data points, with an absolute zero (e.g., income, age, weight).

Recall Bias: A bias that occurs when respondents inaccurately remember past events, affecting the reliability of their responses.

Recency Effect: A cognitive bias where respondents are more likely to select the most recent options presented in a list.

Reminders (Follow-Ups): Messages or notifications sent to survey participants to encourage them to complete the survey if they haven't yet responded.

Representative: A sample that accurately reflects the characteristics of the broader population being studied.

Respondent Burden: The perceived effort or time required from participants to complete a survey, which can affect response rates and data quality.

Response Rate: The percentage of people who respond to a survey out of the total number invited, used to assess the survey’s reach and participation.

Response Sample: The group of individuals who actually respond to a survey, as opposed to the entire population invited to participate.

Response Set: A pattern of answers in which respondents consistently choose the same type of response (e.g., always choosing "Agree"), regardless of the actual content of the questions.

Reverse Coded Questions: Survey questions where the direction of the scale is reversed to ensure respondents are paying attention and not selecting the same response by habit.

Routine: Standardized, repeated survey practices that are regularly conducted, such as quarterly or annual surveys.

Saturation: The point at which no new information or insights are being generated from additional responses in qualitative research.

Screener Questions: Preliminary questions used to determine respondents' eligibility to participate in a survey.

Semantic Differential Scale: A survey scale that measures respondents' attitudes towards a subject using bipolar adjectives.

Skip Logic: A feature in surveys that directs respondents to different questions based on their previous answers.

Sociodemographic Data: Data that describes the social and demographic characteristics of respondents.

Statistical Significance: A measure of whether survey results are likely due to chance or represent true differences in the population.

Sample, Sampling: The process of selecting a subset of individuals from a population to participate in a survey.

Sample Bias: A bias that occurs when the sample is not representative of the population, leading to skewed or inaccurate survey results.

Sample Size Equation: A mathematical formula used to determine the number of respondents needed to achieve reliable survey results with a specific confidence level and margin of error.

Sample Statistics: Data collected from a sample that is used to estimate the characteristics of the larger population.

Sampling Error: The error that arises due to the fact that a sample, rather than the entire population, is used to collect data, resulting in potential differences between the sample and the population.

Sampling Frame: A list or database of the population from which a sample is drawn.

Satisficing: A behavior where respondents choose an answer that is good enough or satisfactory rather than the most accurate or optimal answer, often due to survey fatigue or complexity.

Scales: Tools used in surveys to measure attitudes, preferences, or behaviors, often using rating systems (e.g., Likert scale).

Scatter Plots: Graphs used to display the relationship between two variables, with data points plotted along two axes.

School-Grade Scale: A type of rating scale where respondents evaluate items in terms of traditional school grades (e.g., A, B, C, D, F).

Section Headings: Titles used in surveys to separate different parts of the questionnaire, helping respondents navigate through the survey more easily.

Segmentation Analysis: The process of dividing respondents into distinct groups based on their responses to identify patterns or insights.

Selection Bias: A bias that occurs when the sample selected for the survey is not representative of the population due to a flawed sampling process.

Self-Selection Bias (Non-Response or Participation Bias): A bias that occurs when individuals with a particular interest in the survey topic are more likely to participate, leading to skewed results.

Semi-Structured Questionnaire: A survey format that combines fixed-response and open-ended questions, allowing for more detailed feedback while retaining structure.

Sequencing: The order in which questions are presented in a survey can impact the way respondents answer subsequent questions.

Service Recovery: Actions taken to address customer dissatisfaction after a service failure, which can be measured through surveys to assess the effectiveness of the recovery.

Skip and Hit (Branching, Conditional Branching): A survey feature that directs respondents to different questions based on their answers, creating a customized path through the survey.

Spam Trigger Words: Words or phrases in emails or surveys that may be flagged by spam filters, reducing the likelihood that survey invitations reach respondents.

Standard Deviation: A statistical measure of the spread or variability of a dataset, indicating how much individual data points differ from the mean.

Statistic: A numerical value derived from survey data that summarizes a specific characteristic of the population or sample.

Statistical Confidence: A measure of how certain researchers are that their findings reflect the true population characteristics, often expressed as a confidence level (e.g., 95%).

Stratified Random Sampling: A sampling technique where the population is divided into subgroups (strata), and samples are drawn from each subgroup to ensure representation.

Survey: A method of collecting information from a group of people, usually by asking questions, to gather insights on specific topics.

Survey Administration: The process of distributing and collecting surveys from respondents, including the method and mode of distribution.

Survey Instrument (Questionnaire): The tool used to collect data from respondents, consisting of the survey questions and prompts.

Survey Fatigue: A condition where respondents become tired or bored of completing surveys, leading to lower response rates or lower-quality data.

Survey Manipulation: The intentional alteration of survey questions or data to produce a desired outcome or result.

Survey Question: An individual item or prompt in a survey designed to elicit information from respondents.

Systematic Sampling: A sampling technique where every nth member of the population is selected after a random starting point, ensuring equal representation across the population.

Target Population: The specific group of individuals that a survey aims to study.

Tenure Bias: A tendency for respondents to favor answers that align with their length of association or experience with a subject.

Testing Effects: The potential influence of prior exposure to survey questions on respondents' subsequent answers.

Telephone Surveying: A method of conducting surveys over the phone, where respondents are asked questions verbally by a survey administrator.

Tests of Independence: Statistical tests used to determine whether two variables are related or independent of each other.

Textual Data: Information collected in the form of written responses, often from open-ended survey questions.

Threaded Branch: A survey technique where questions are organized in a logical sequence based on previous answers, allowing for personalized paths.

Top Box Scoring: A method of analyzing survey data by focusing on the most positive or highest rating (e.g., "5" on a 5-point scale), used to assess overall satisfaction or sentiment.

Trade-Off Analysis: A survey method that asks respondents to evaluate multiple attributes of a product or service to determine which features they value most.

Transactional Surveys (Event or Incident Surveys): Surveys conducted immediately after a specific event or transaction to gather feedback on that experience.

Truncated Scales: Scales where certain responses are omitted or condensed, typically to simplify the response options.

T Test: A statistical test used to compare the means of two groups to determine if they are significantly different from each other.

Unobtrusive Measures: Data collection techniques that do not disturb or influence respondents’ natural behavior.

User Experience (UX): The overall experience of a person using a product, especially in terms of how pleasurable or efficient it is.

Ulterior Motive: Hidden intentions or goals behind asking certain questions in a survey, which can influence the responses received.

Unit of Analysis: The main entity being studied in a survey, such as individuals, households, or organizations.

Validity: The extent to which a survey measures what it claims to measure, ensuring accurate results.

Variance: A statistical measure that indicates the degree of spread in a set of data points around the mean.

Verbal Scale: A rating scale where the response options are described using words rather than numbers (e.g., "Very Satisfied," "Neutral," "Dissatisfied").

Verbatims (Comments, Open-Ended Questions): Direct, unstructured responses provided by participants in surveys, often gathered through open-ended questions.

Verbatims (Comments, Open-Ended Questions): Direct, unstructured responses provided by participants in surveys, often gathered through open-ended questions.

Weighting: Adjusting survey results to compensate for sample imbalances or to ensure representation of various population segments.

Webform Surveying: A method of conducting surveys through web-based forms, where respondents complete the survey online.

‍Yearning for Consistency: The desire to maintain a coherent belief system often leads us to interpret new information in a way that aligns with our existing views, even if it distorts reality.

Zero-Involvement: A term that describes respondents who do not actively engage with survey content, often leading to low-quality data.