During Survey*

Respondent “What does that question mean?”

Pat Response: “I’m sorry, but I am not able to offer my opinions. Please answer based on whatever the question means to you.” REPEAT QUESTION

Respondent: “I can’t rate that (them), as I never used service (product)”.

Pat Response: “We’re interested in whatever opinions you may have formed, regardless if you have used the service (product)”. REPEAT QUESTION!

Respondent: “How much longer do we have for this survey?”

Pat Response: “That depends on your answers.”

If the quota for that type of Respondent has been completed:

Pat Response: “Those are all my questions. Thank you for your cooperation and have a good day (evening/ weekend).

Respondent: “Just mark everything (excellent, good, poor, etc.)

Pat Response: In order to make the survey valid I have to ask every question and get a Response to each one.

 Respondent hands the phone to someone else in the middle of the survey:

 Pat Response: “I’m sorry, but it is necessary for me to finish the interview with the person who started it. May I speak with ‘NAME’ again, or is there a better time to call back to reach them?”

Respondent: I already told you that I am ……White, Black, etc.

Pat Response: I know that you are ________ but in order to make the survey valid and to remain unbiased in my interviewing I have to read each question as written and get a Response. Please bear with me.

Respondent complains that you have already asked a question:

Pat Response: “These questions may be very similar, but I assure you they are slightly different. Your Response to each question is important.”

Respondent interrupts before you read question, statement or scale:

Pat Response: “I apologize, but to be sure I have recorded the correct Response, I must read the entire question.”

Respondent answers a question before you are able to read the entire list:

Pat Response: “I appreciate your quick Response, but I do need to read all the choices on my list in order to make the survey valid.”