An Ergonomic Assessment of Transmission, Layout, and Content of Philippine Fast-Food Chains’ Customer Feedback Surveys for Effective Data Collection

  • Dylan Rafael DizonEmail author
  • Maria Sophia Ariola
  • Von Christiene Dela Vega
  • Keneth Sedilla
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 972)


Survey is one of the most common data gathering techniques used by researchers, but there are times where it is hard to collect enough data from respondents because some are repelled to answering these surveys. Some of the reasons that cause these hindrances may be attributed to aesthetic reasons or the length of the survey. Employing the concepts of usability ergonomics and different studies concerned with survey questionnaire response quality, this study aims to assess the different survey forms of the fast food forms of the fast food companies and make recommendations regarding how their survey forms should be changed with regards to both structure and physical appearance by collecting and comparing these questionnaires and analyze factors which affect the quality of data gathered from these survey questionnaires. This study checked the customer feedback questionnaires of various companies and synthesize it to develop general guidelines in creating survey questionnaires for fast food chains. Lastly, based on the guidelines produced, a survey questionnaire was made to show what survey questionnaire would solicit the best quality answer from the respondents. This particular fabricated questionnaire contain the factors which causes the least fatigue on the respondents and at the same time lacks the aspects which discourages the respondent from answering without proper disposition. In conclusion, the results of this study showed that the survey questionnaires of food establishments contain flaws regarding the elements that are contained within them. These flaws are focused on the following aspects: overall visual presentation of the questionnaire itself, font, the manner of transmission of the questionnaire, its general structure of question and its perceived length. Thus this study recommends to test the proposed customer feedback questionnaire in an actual food establishment environment and use statistical proofs to test its effectiveness.


Ergonomic assessment Customer feedback questionnaires Fast-food chains 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Dylan Rafael Dizon
    • 1
    Email author
  • Maria Sophia Ariola
    • 1
  • Von Christiene Dela Vega
    • 1
  • Keneth Sedilla
    • 1
  1. 1.School of Sciences and EngineeringUniversity of Asia and the PacificPasig CityPhilippines

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