We used a computer kiosk in one of our museums for a year or two several years ago. Our project involved collection of demographic information.

 

Collecting responses in this way for a satisfaction survey is not a good method unless you randomly select the visitors who will participate in the survey. If anyone can participate in answering the survey questions you will capture the visitors that love your site and the visitors that hate your site and will miss the large majority who are in the middle. Research has proven that the only way to get a response that is valid and is representative of your current audience is to use random sample selection (selecting a number and a location ex: I invite the third person who enters the museum to take the survey).

 

We have since switched to using an online survey system that is operated by an outside research firm in Richmond, Virginia.

 

We use random sample selection on the streets of our historic area to invite guests to answer a few questions and at the end of the survey we ask if they could give us their feedback on their experience after they get home via an online survey. We collect their e-mail address and send them an invitation to do our online satisfaction survey. Over 75% of guests intercepted agree to give us their e-mail address and over 35% who receive the invitation at home do the survey.

 

You could also use survey monkey and other online survey companies if you choose to go this route.

 

Conny Graft

Manger, Guest Research and Program Evaluation

Colonial Williamsburg Foundation

cgraft@cwf.org

www.history.org