Practical Guide for Collecting Feedback from NIST SRM & RM Users: Survey Development Process

Published

November 4, 2024

Author(s)

Yee-Yin Choong, Johanna Camara, Tracey Schock, Clay Davis

Abstract

One way NIST ensures that measurements are accurate and compatible is by certifying and providing over 1 300 Standard Reference Materials® (SRM®) with well-characterized composition, properties, or both. Customers use these materials to calibrate instruments, verify specific measurements, and develop new measurement methods. However, sales data alone is insufficient to determine when to update or restock these materials. Collecting customer data systematically can help make informed decisions and reduce waste and missed opportunities. In 2023, NIST SRM 1950, Metabolites in Frozen Human Plasma, had a supply remaining for approximately 4 years. A decision was needed on whether to renew SRM 1950 and/or develop new reference materials in the coming years–a process that typically takes 5 to 7 years. The Information Technology Laboratory (ITL) Information Access Division (IAD) and the Material Measurement Laboratory (MML) Chemical Sciences Division (CSD) collaborated to conduct an online customer and stakeholder survey following established and rigorous methodology and process. The survey development process and the artifacts produced can serve as a model with templates for future measurement services projects to gather market research data and inform planning and development in a repeatable and consistent way. This document provides a practical, step-by-step guide to the survey development process for collecting feedback from NIST reference materials users and customers. It aims to provide concise guidance, complete with artifacts and templates, using the 2023 NIST SRM 1950 customer feedback survey project to illustrate how to conduct a user feedback survey following an 8-step survey development process. This practical guide outlines a process for developing surveys incorporating stakeholder feedback into decision-making for new measurement service projects, which can be reused or adapted.

Citation

Data Collection Instruments - 005

Report Number

005

Pub Type

NIST Pubs

Download Paper

https://doi.org/10.6028/NIST.DCI.005

Local Download

Keywords

Survey instrument, survey development process, Reference Materials (RM), stakeholders, Standard Reference Materials (SRM)

Citation

Choong, Y. , Camara, J. , Schock, T. and Davis, C. (2024), Practical Guide for Collecting Feedback from NIST SRM & RM Users: Survey Development Process, Data Collection Instruments, National Institute of Standards and Technology, Gaithersburg, MD, [online], https://doi.org/10.6028/NIST.DCI.005, https://tsapps.nist.gov/publication/get_pdf.cfm?pub_id=958790 (Accessed November 8, 2024)