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VOC Sampling

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  • #48460

    Ronald
    Participant

    With a customer population of approx 10,000, what is a good number to survey at random for a good sample?

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    #163418

    Eric Maass
    Participant

    Lee,
    Generally speaking, an appropriate sample size depends less on the size of the population than on the nature of the parameters you are trying to analyze (for example, whether they are discrete: Yes/No, Good/Bad, or continuous: how long are you willing to  wait, how much are you willing to pay for this?) and what sort of risk you are willing to accept that your conclusions from your analysis are wrong.Here are a few websites that might help:
    http://stattrek.com/Lesson6/SampleSize.aspx
    http://www.isr.umich.edu/src/research.html
    Best regards,Eric

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    #163448

    Ronald
    Participant

    Sincere thanks for the reply.  The data to be collected is for the house of quality…VOC ranking of requirement priorities.  All of the sample size formulas I find call for a standard deviation in the equation.  There are no defects to be measured…just looking to acquire the priority ranking of the customer in terms of services offered but am not sure how many customers to survey, include in focus groups andor interview.  We have a large customer base…10,000+ and provide professional services.  All customers purchase the same end product but we are looking to re-design our offering and do not want to eliminate anything that may be viewed by the customer as critical.  (i.e.  a local branch vs. a centralized call center, a phone call to notify of status updates on file vs. 24 hr web access and push technology.)
    Any ideas?

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    #163504

    Erik L
    Participant

    Lee,
     
    Segmenting the customer base is always an option.  There could be an infinite # of ways to peel back the onion:
     

    segment by revenue dollars.  
    length of time as a client. 
    segment by market type or other demographic (public, private, government)
     
    You could look at the product/service you provide and segment your customers by the primary features that they use.  Are there basic, intermediate, advanced features that could be used?  Which modules of the overall service are most heavily utilized?
     

    You could segment by existing, lost, never had the client (which is often a good idea since speaking with existing clients will only provide insight into the utility of the current services/features that they like).
    Are you looking to enter into a new segment of the market?  Or are you looking at a simple extension/mod to existing services/features?
     
     
    Once you decide on the segmentation, then you can grapple with the ‘n’ to be pulled to have representative VOC analysis.
     
    Regards,
    Erik

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