(23 Aug 2013, 5:37 pm)AdamY wrote Yeah, I was always under the impression that any sort of survey/consultation should be aiming for a response rate of around 20 per cent.
Door-to-door and internet distribution aside, this should be easily achievable on bus services where passengers are essentially cornered with little else to do but voice their opinions.
I disagree with door to door. "Junk Mail" is about as welcome as cold calling these days. Plus you'd need a crystal ball to be able to target the correct audience that way. How many households in a street use buses for example? I personally feel that the *primary* source of capturing feedback should be face to face. i.e. spend a couple of days out on the buses and speak to people. I mean actually speak to them though - not take the 'Passenger Focus' approach and just hand them a survey. It would take no longer than a minute per passenger to ask the 5 or 6 questions usually on GNE consultation. The secondary source of capturing feedback should be social media and surveymonkey. This has it's obvious benefits, e.g. people can complete it at their leisure.
We recently carried out a consultation with one of our customers. We sent staff to their sites over a two week period, and something like 93% of people they asked were willing to complete a survey. In addition, we got a high response rate to the online consultation simply by offering a prize drawn at random.