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Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols

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  • Ruth N. Bolton

    (GTE Laboratories Incorporated)

Abstract

Conventional questionnaire pretesting methods focus on directly identifying question defects, such as an ambiguous question. This paper proposes a new method that identities respondents' cognitive difficulties as they form answers to survey questions. It entails a content analysts of concurrent verbal protocols elicited during pretest interviews. The effectiveness of the methodology is illustrated with pretests of multiple versions of the same survey. The results are used to illustrate how this method yields diagnostic information about questionnaire problems and improvements. Then, the results are compared with the results of observational monitoring by managers. The findings indicate that a questionnaire pretesting methodology that quantifies respondents' cognitive difficulties is a useful enhancement for identifying and “improving” defective questions.

Suggested Citation

  • Ruth N. Bolton, 1993. "Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols," Marketing Science, INFORMS, vol. 12(3), pages 280-303.
    • Handle: RePEc:inm:ormksc:v:12:y:1993:i:3:p:280-303
    DOI: 10.1287/mksc.12.3.280
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    Cited by:

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    7. Audrezet, Alice & Parguel, Béatrice, 2018. "Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 285-295.
    8. Christin Seifert & Matthias Damert & Edeltraud Guenther, 2020. "Environmental Management in German Hospitals—A Classification of Approaches," Sustainability, MDPI, vol. 12(11), pages 1-24, May.
    9. Prigge, Jana-Kristin & Dietz, Beatrix & Homburg, Christian & Hoyer, Wayne D. & Burton, Jennifer L., 2015. "Patient empowerment: A cross-disease exploration of antecedents and consequences," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 375-386.
    10. Gottschalk, Sabrina A. & Mafael, Alexander, 2017. "Cutting Through the Online Review Jungle — Investigating Selective eWOM Processing," Journal of Interactive Marketing, Elsevier, vol. 37(C), pages 89-104.
    11. Saliha Anwar & Tayyaba Rafique, 2022. "Development Of Service Quality Scale In Online Higher Education," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(1), pages 53-62, March.
    12. Young Sally K. Kim, 2010. "Consumer Penalty Evaluation: Differences Between Cooperative And Rebellious Customers," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 19-36.
    13. Stephan M. Liozu, 2021. "The adoption of pricing from an organizational perspective and its impact on relative firm performance," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(4), pages 390-402, August.

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