Abstract #301047

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JSM 2003 Abstract #301047
Activity Number: 356
Type: Topic Contributed
Date/Time: Wednesday, August 6, 2003 : 10:30 AM to 12:20 PM
Sponsor: Section on Survey Research Methods
Abstract - #301047
Title: Customer Satisfaction with Internet and IVR as Census Data Collection Tools
Author(s): Courtney N. Stapleton*+ and Sarah E. Brady and Sherri J. Norris
Companies: U.S. Census Bureau and U.S. Census Bureau and U.S. Census Bureau
Address: SFC Bldg. 2, Washington, DC, 20233-0001,
Keywords: self-response ; telephone ; electronic data collection
Abstract:

In addition to traditional mail response, the 2003 National Census Test offered two alternative response modes: Internet and Interactive Voice Response (IVR). Respondents who accessed the IVR system, but were unable to complete their census form through the system, rolled over to a live telephone agent, who collected their census information. Customer satisfaction surveys were administered to measure respondent reactions to these electronic response options. The surveys were offered to all respondents who completed the 2003 National Census Test by way of one of the electronic response options, and respondents completed the customer satisfaction survey in the same mode as their census form. Telephone agents collected satisfaction measures from respondents who ultimately rolled over from the IVR. The customer satisfaction surveys evaluated various aspects of the electronic response options, including overall satisfaction. The analysis supplements baseline information collected during Census 2000, serves as an indicator of the success of these response modes (in terms of customer satisfaction), and provides substantial feedback for future products using electronic response options.

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