Is it really possible to achieve the targeted response rate with the recommended survey protocol?
Our studies indicate that it is difficult to achieve the target response rates (e.g., 60 percent for CAHPS Health Plan Surveys commercial questionnaire) with a mail questionnaire only. However, a mixed-mode protocol involving a mail questionnaire combined with telephone follow-up can increase the response rate to 60 percent, which is why we recommend a mixed-mode protocol. A phone-only or phone-followed-by-mail protocol may also achieve the target response rate. It is reasonable to be concerned about the possibility of bias being introduced through the use of a mixed-mode protocol. However, the CAHPS Consortium has conducted extensive testing and development work to eliminate mode effects. As long as there are no large differences in response rates, different sequences of data collection strategies should not result in significant differences in bias among plans.
