John C. Hinkle

Mark Hammer gave a good answer. I’ve floated around my Agency a bit in recent years, and have been amazed at the poor understanding of surveys (e.g., 10 point scales; rating requests on “are we providing better service than you ever expected”). Some of these surveys have not even been home grown, but were provided by consultants who claimed customer surveys provision as one of their services. We as government customers don’t know what we don’t know. My suggestion is to first attempt to educate your customer on your concerns, and the rationale for using odd # scales. Anticipate his questions and concerns. Armed with some of Mark’s ideas on ways of presenting the results, a reasonable “executive” should accept and understand your recommendations, and appreciate the education.