Avoiding complaints
Complaints can be avoided through training and properly maintained administrative processes. Where a problem does arise, organisations should have their own complaints procedure so they can respond quickly and adequately. Complaints should not be perceived as a nuisance to be ignored. A complaint offers the opportunity to identify areas where procedures or training can be improved. The importance of listening to the complainant and responding appropriately cannot be overstated. Often a simple apology can go a long way to resolving a complaint before it becomes a formal matter.
Typical complaints
The following are some of the most common sources complaints the MRS Standards Department receives. Click the link at the end of each paragraph how these problems can be avoided. The applicable rules of the MRS Code of Conduct are also provided.
Questionnaire wording
A questionnaire may lead a respondent to a particular answer or restrict the answers a respondent may provide. This may happen unwittingly on the part of a researcher, or if the questionnaire has been designed to produce a particular result. Both are undesirable, and bias or perceived bias in questionnaires is a continuous source of complaint from respondents. How it can be avoided
Reporting
A client issues a press release announcing the results of a research project conducted by a researcher. However, the press release does not accurately reflect the findings of the research. For example, the press release may say there is overwhelming support for a particular proposal, but an examination of the research findings shows a bare majority support. This kind of reporting can draw a large number of complaints particularly if the research is on a local planning or political matter. How it can be avoided
Misleading respondents
Respondents are misled, or feel misled, by researchers in a number of ways. The interview that was to take “a couple of minutes” stretches to twenty. The purpose of the interview is unclear or the questions seem irrelevant. A promised voucher in return for participation does not arrive. All can be aggravating to respondents and leave them with a poor impression of market research. How it can be avoided
Confidentiality in qualitative interviews
Issues can arise where interviews are conducted in a discussion or group format, as is common in qualitative research. Identities of respondents may be revealed to other respondents and observers. Respondents may feel inhibited or object to the presence of observers. Additionally, confidentiality of comments made by respondents may be breached where recordings or transcripts are made of the interview. How it can be avoided
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