Entries by Fred Van Bennekom

TSA Capacity Management Leads to Long Lines

We’ve seen that the head of the VA doesn’t understand service delivery models and now we’re hearing the details that show the TSA doesn’t understand basic process analysis.  This should be a surprise to anyone with any understanding of capacity analysis – it certainly wasn’t to me – but it is astounding that we have […]

The importance of Good Survey Question Wording: Even Pros Make Mistakes

Proper survey question wording is essential to generate valid, meaningful data for organizational decisions. A survey question wording bias will lead to misleading interpretations and bad decisions.

Good question phrasing is an art form, and even the pros can make mistakes. Here we’ll show a question wording bias example from a survey done by Pew Research Center. Ambiguity in question wording likely led to incorrect data and conclusions. It provides some useful lessons for all survey designers.