The Quality Assurance Program offers multiple methodologies in conducting assessments on a product, service or system at Boise State University.
Secret Shopper – Our skilled Quality Assurance team will experience the targeted service as a ‘customer’ and provide data and feedback through multiple channels; survey, checklist, or narrative reports. The identity and purpose of secret shoppers confidential.
Customer Intercept – This method involves intercepting customers and requesting their input on their experience, via a survey or other method. This method can be particularly insightful, as it will generally provide more data as a greater number of participants’ can be included. Sometimes, incentives such as entering a gift card drawing or on-site reward such as candy is included.
Covert Observation – The QA team will observe interactions between staff and students/customers, without revealing their identity or purpose. They will record key factors of the service provided.
Participant Observation – The QA team participates in the event and provides feedback on their experience as well collecting data through observation of other customers.
Surveys – The QA program will administer your survey to your email distribution. We can also jointly develop a survey for your target audience. Frequently, utilizing a third-party entity to administer surveys, particularly those seen as being sensitive or personal, can result in a higher response rate. Additionally, it may provide survey participants with a greater sense of validity and confidentiality.
User Experience (UX) – This is a more in-depth method involving far fewer users of a product, system or service, designed to understand every interaction they experience. UX will typically involve one-on-one shadowing of a user to observe and capture the steps they take.
Focus Groups – This method is a facilitated or moderated discussion with the target audience in order to gather their feedback, including attitudes, beliefs needs or ideas.