Data Entry

1. Ensure you mark the correct answer and do not correct the respondent. 

It is very important to ensure you are not leading or answering for the respondent. 

This will result in an automatic failure of the QA audit! 

2. Read the entire question carefully before marking your answer. 

Never interpret the question with your own words. 

If needed, repeat the question and state, "Please answer based on what the question means to you."

If the respondent is still not able to give a clear answer, then mark DONT KNOW/NOT ASCERTAINED and move on to the next question. 

3. Utilize your PAT responses, FAQs, and rebuttals appropriately. 

Remember that your PAT responses, FAQs, and rebuttals are essential tools. They will help you set expectations for respondents and demonstrate that you are committed to making the survey valid. 

This ensures you obtain the most accurate answers for the client.

 Here are 2 examples of PAT responses that help set expectations. 

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.” 

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.  

4. Follow the protocol for open-ended response questions.

 Please follow all the rules and protocols for open-ended questions. To review these, please navigate to Lifesavers/About Open End Q & R's in the agent handbook.

5. Use the Language Line when necessary.

 In some surveys, you can participate in a three-way call with a translator if the respondent speaks a different language. 

For respondents who are deaf, you may use the Telecommunications Relay Service (TRS). 

Be sure to utilize these options when available and needed. 

6. Be cautious with pre-bubbling; a simple mistake can lead to a major failure.

 It is very important to never practice pre-bubbling, which means marking an answer before the respondent has answered the question, even if you believe you know what their choice will be. Quality Assurance (QA) will still penalize you for this practice. If the respondent answers differently than you anticipated and you do not correct the marking, it could result in a major failure.