Project Portfolio
Survey Design & Analysis
Sample Project: Designing a Customer Satisfaction Survey capable of producing accurate, reliable and valuable results
The Goal
An online retailer of specialty goods wanted to survey their customer base to identify pain points, improve offerings, and support strategic planning for the upcoming year.
The Insights
Responses to the survey were analyzed & presented in a visually compelling and easily digestible report annotated with pertinent, actionable takeaways and clear recommendations.
Customer Survey Design & Data Analysis Project Details
Project Description
End-to-end survey design, programming, analysis & results reporting
An online retailer of specialty goods wanted to survey their customer base to assess satisfaction levels, uncover pain points, and gauge interest in potential new products. The complex, multi-part survey required expert help with design and analysis. The steps and tools employed in the project are detailed below.
Survey Design & Programming
Methodology
First, questions and response options were designed according to survey science best practices to ensure accurate, reliable results that were able to fulfill the client’s survey goals.
Programming
Next, the survey was programmed using the online platform Survey Monkey which has advanced logic features like logic branching and answer piping, which can be highly useful when designing detailed, bespoke questionnaires.
Deployment
In this case, the client had a ready-made survey audience consisting of their up-to-date customer list. Other surveys may require screening steps to identify and differentiate between target groups and sub-groups.
Data Processing & Analysis
Processing & Organization
After enough responses were received to achieve a 95% CI ± 5%, the raw response data was cleaned, labeled, and organized prior to analysis.
Multi-stage Analysis
The analysis proceeded iteratively, in multiple stages. First, the general responses and top-line summary statistics were produced. Those results were then analyzed in more depth & responses across questions were synthesized, producing a wealth of insights. Excel and R were both leveraged for their respective strengths.
Interpretation & Deliverables
Interpretation
The results of the analysis were interpreted through the lens of the client’s business and growth goals.
Data Visualization
Visualizations were created in Excel, as well as with R libraries like ggplot2.
Comprehensive Report
Finally, a comprehensive 44-slide report was produced in Power Point. Results were annotated with pertinent insights and takeaways. The report also included a detailed summary and recommendation section.
Customer Survey Design & Data Analysis Project Images
Sample Project - Survey Design & Analysis for Online Retailer of Specialty Goods
Sample Project - Survey Design & Analysis for Online Retailer - Selected Slides from Report 1
Sample Project - Survey Design & Analysis for Online Retailer - Selected Slides from Report 2
More Samples of Survey Design & Analysis Projects
Personal Work Engagement - Individual Survey & Analysis
Management Science / Psychology
Created a work engagement survey which integrated into a novel analytical model built from a synthesis of three employee engagement theories from academic literature. The survey was rigorously designed to function as a precise diagnostic instrument, accounting for differing personalities and preferences between individuals. Based on early tests, the results and recommendations resulting from the analyzed survey responses were “spookily accurate” and extremely helpful.
Team Work Engagement - Management Survey & App
Management Science / Human Resources
Adapted and re-designed my Personal Work Engagement Survey as a management-facing tool and app for quick-not-deep diagnosis of work engagement barriers within and among teams. The questions were presented as bimodal statement pairs and results were automatically translated into a number of outputs including dashboards and financial impact calculators. Survey tool and automated outputs were built into a visually engaging POC app.
“Home Search” Survey, Property Ranking Algorithm & System
Real Estate / Automated Business Processes
Developed a web-based "always on" survey that enabled potential home buyers in Mexico City to communicate requirements and preferences regarding their ideal house or apartment, including the ability to weight factors (e.g., indicating that “Price” is more important that “Location”). Upon completing the survey, a bespoke ranking algorithm (also developed by me) was triggered, accessing and processing an up-to-date database of available properties, and resulting in an automated email containing a personalized list of best-fit property matches.
DNP Project Consulting & Statistics Help (Multiple)
Healthcare / Academia
Provided statistical consulting support to multiple Doctor of Nursing Practice (DNP) candidates for their capstone projects. In many of these projects, the research question centered on determining whether a statistically significant difference had occurred when a questionnaire was administered to the same group both before and after a particular intervention. As with all DNP consulting projects, I delivered a comprehensive written report detailing methodology, results, interpretation, and visualizations, as well as code documentation.
SEM & Logistic Modeling of Market Research Survey Data
Consumer Goods / Retail
Built a suite of exploratory structural equation models (SEM) using data from highly detailed surveys given to individuals in the target markets for products sold by a major multinational corporation (specifically, personal care and baby care products). The models aimed to uncover the latent (non-directly observable) drivers influencing product usage and preferences among respondents. Accompanying dendrograms and logistic regression models provided additional support for the relationships examined in the SEM path diagrams.
Medical Device Function Survey & Data Analysis
Healthcare / Market Research
Analyzed survey data collected from users of a new medical device to support function prioritization and product refinement. Developed a custom analytical framework to address the small sample size and scale heterogeneity between the survey's two scoring systems. The approach included methods for response standardization and weighting to correct for inter- intra-personal inconsistency. Final outputs included ranked feature scores, correlation matrices, and compelling visualizations.