With more organizations focusing on metrics, the MCC has received an increase of questions ranging from how to use metrics, why some metrics are better than others, which type of metrics is best to use, as well as questions about specific MCC Metrics. This column provides a forum for us to share these questions and answers with you.
MCC Members at the Gold or Platinum benefit level, can access the “MCC Ask the Experts – Questions and Answers Archive” by logging into the MCC member website. Interested in becoming a member or have questions about your membership? Contact membership director, Terry Holland.
A: A survey that includes 60 questions sounds excessive. Lengthy surveys should be avoided because respondents are likely to give up answering questions part way through unless they are very pleased or very displeased about the product / services / relationships being examined in the survey. In other words, you often end up with results that are shewed – not representative of the larger population. Additionally, it may be difficult to interpret the results due to the high volume of data. Rather than starting with that lengthy survey, begin by establishing the purpose of the survey and think about how you will use the data. The MCC Vendor Oversight Relationship Metric toolkit has some useful information to help you get started. Working in a collaborative approach across industry, the work group developed a core set of five questions organizations should use as a good starting point. Each question focuses on a different aspect of the relationship. The toolkit Implementation Guide contains a wealth of information on how to plan a survey, implement, and then use the results. Many of our members have told us how valuable a resource this is.