How many staff should answer their phone on a Saturday? What's the policy regarding postponement and cancellation? How quickly following the end of the fieldwork are the respondents paid? Can I contact the people who took part in my study? How many steps from the train station to the research venue?
Three quick tips for anyone who cares about this:
- Think carefully about the individuals experience at every touch point.
- Run through the process from the "other side" and call out what needs to improve.
- Make it easy for feedback from every possible angle so that you can make things better for everyone you interact with.