Surveys are an extremely useful tool to capture voice of the customer, whether that customer is external in the sense of a client or is internal as in an employee. This lecture, the second in the series, focuses on how to design a survey to ensure that results can be generalized beyond the sample. Critical elements discussed are adopting random selection, while capturing a representative sample, and statistically determine our sample size. Three types of sampling plans are discussed and guidance is provided on calculating sample size, both through manual calculations and with Minitab, for continuous, binomial and multinomial data.
