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Originally Posted by bioboy
Is it just me or does the trial questionnaire appear quite poor to other people too?
I've been involved in research for many years and had to learn the basics of compiling and administering questionnaires for my MBA. This leaves me with the distinct feeling that NTL aren't necessarily asking the right questions and therefore won't gain enough information to come to a proper conclusion about this trial.
I understand the need to keep it quite short, so that people can actually be bothered to complete it, but I really do think questions like "did you find the trial better/same/worse" etc is far too simplistic.
For me (and I suspect others too) the key factors are reliability (a stable connection), speed, completion, retention and the fact that the service carries the newsgroups that interest us.
My experience so far has been that the trial is an improvement in some of those areas but not in others. This makes it rather difficult to answer the simplistic questions given and even if I do answer NTL aren't getting the full story.
All IMHO of course.
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Bioboy
Our key factors are the same, but this trial is about customer experience and not the technical aspects. At the end of the trial I will be able to identify how stable the service has been, retentions and completion percentages. What I need from trialists is their perception of the service against the existing news service. Please accept my apologies if you thought the trial would be different.
Bumpy (ntl trials team)