WO2002041113A2

WO2002041113A2 - Apparatus and method for conducting a survey

Info

Publication number: WO2002041113A2
Application number: PCT/US2001/046061
Authority: WO
Inventors: Robert P. Weber; Grant Alexander Peterson
Original assignee: Baxter International Inc.
Priority date: 2000-11-03
Filing date: 2001-11-01
Publication date: 2002-05-23
Also published as: WO2002041113A3; AU2002237695A1; EP1330760A2; JP2004514210A

Abstract

An apparatus and method for collecting and reporting the perceptions of patrons about the quality of service provided by an organization. Generally, the apparatus includes a portable unit having an electronic questionnaire stored therein. The portable unit (12) also includes a memory (16) for storing the response selected by a user in answering the questionnaire (48).

Description

APPARATUS AND METHOD FOR CONDUCTING A SURVEY

DESCRIPTION

Technical Field

The present invention generally relates to an apparatus and method for conducting a survey, and in particular, to an apparatus and method that collects and reports the perceptions of patrons about the services offered by an organization.

5 Background Art

Monitoring of customer or patron satisfaction and perceptions about the goods and/or services provided by an organization is becoming increasingly important. The importance of such information arises from the need for all organizations, and not just for profit-based organizations, to deliver high quality goods and/or services to satisfy people's expectations. Organizations that

.0 provide such high quality goods and/or services can readily measure their success by an increase in patronage. Conversely, repeated failures at providing quality goods and/or services, or worse, people's perceptions of repeated failures to deliver quality goods and/or services, can lead to mediocre, or a complete loss, of patronage. Accordingly, recognition of the importance of quality has led a number of organizations, and especially organizations that collect blood, and/or

L 5 components thereof, from paid and unpaid volunteers, to emphasize their commitments to customer satisfaction. Further, in order to avoid losing a patron, all organizations recognize that they must efficiently acquire and respond to feedback regarding satisfaction and perceptions of the goods and/or services rendered.

The failure to obtain feedback from individuals and to respond can be a problem having an

10 unknown scale for an organization. For example, an unhappy individual is particularly more likely to complain about a "bad" experience than is an individual likely to talk to friends and acquaintances about a "good" experience. Accordingly, it is recognized as better for the individual to complain to the management of the organization than to the individual's friends. This enables the organization to respond to the particular issue and to head off the spread of generally

15 unfavorable comments regarding the organization. There are a variety of mechanisms to meet the needs of an organization to receive comments from its patrons. One mechanism is to use independent market research firms to collect comments about the performance of the organization. Many marketing research firms offer specialized programs to measure the quality of goods and/or services provided.

5 Obtaining comments from individuals for analysis and reporting feedback to an organization can take many different forms. One of the most recognizable and widely used mechanisms is the use of comment cards. Often, these cards provide a simple checklist of topics of interest to the organization, such as service quality and the like, with several descriptive adjectives or a ranking system using a range of numbers to rate the organization, or its services, on a range from low to

10 high, poor to excellent. For example, the ranking for each of the selected categories may be "poor," "less than satisfactory," "satisfactory," "excellent," that may also be reflective of a numerical range of 1 to 4 inclusive. The benefit of a comment card is capturing the near-spontaneous thoughts of the customer or patron, without reliance on face-to-face interaction between the individual and a representative of the organization.

L 5 Comment cards, however, have drawbacks that limit their use. Typically, the patron loses a sense of anonymity when he returns the completed card to either an employee of the organization or a return box located in an area visible to one or more employees. Further, processing the information on the cards is laborious, and collecting and reporting on the gathered information is cost intensive. Typically, the data must be entered into a computer by a typist, which is obviously

.0 an inefficient approach since the data must be entered twice, once during the survey itself and again when the data is entered into a computer. Accordingly, this process allows opportunities for error.

Many questionnaires also contain complex sequences of jumps to other parts of the questionnaire depending on the responses provided. For instance, if a question asks for gender, the subsequent skip instruction could be "If you answered male to the previous question, go to question

.5 10" and the answer to question 10 may also be the subject of a skip instruction. These instructions are collectively known as skip patterns. Often times, survey takers will become lost trying to follow the skip pattern and will answer a question that should not have been answered. A computer kiosk having a touch-sensitive screen is a recent sophisticated alternate to comment cards. These devices benefit from being interactive and relatively easy to operate. Typically, the patron is directed through a menu of options depending on responses to previous questions. The screen attracts the attention from those passing by, and not just those who feel strongly enough to volunteer opimons or comments. However, such kiosk stations are mounted at a fixed location that the patron must visit in order to participate in the survey. Summary of the Invention

Generally, the apparatus of the present invention includes a portable unit having an electronic questionnaire stored therein. The portable unit also includes a memory for storing responses selected by a user in answering the questionnaire. Moreover, the method of the present invention includes analyzing the responses entered by the user into the apparatus.

Other advantages and features of the present invention will be apparent from the following description of a specific embodiment illustrated in the accompanying drawings. Brief Description of Drawings FIGURE 1 is a portable device in accordance with the present invention and having a graphics display, a central processing unit, a memory, a touch screen, and an input/output port;

FIGURE 2 is a simplified flow diagram of a program executed by the portable device depicted in FIGURE 1 wherein a plurality of screens are presented to the user on the graphics display of the portable device; FIGURE 3 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for attracting users to answer an electronic questionnaire stored therein;

FIGURE 4 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for presenting one of the questions within the questionnaire to the user;

FIGURE 5 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen thanks the user for answering the electronic questionnaire; FIGURE 6 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for the user to enter personal information into the memory of the portable device;

FIGURE 7 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for managing the electronic questionnaire;

FIGURE 8 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for editing the questions within the electronic questionnaire; and,

FIGURE 9 illustrates a screen provided on the graphics display of the portable device depicted in FIGURE 1 wherein the screen provides for viewing the results of the answers to the electronic questionnaire. Detailed Description

While this invention is susceptible of embodiments in many different forms, there is shown in the drawings and will herein be described in detail a preferred embodiment of the invention. The present disclosure is to be considered as an exemplification of the principles of the invention and is not intended to limit the broad aspect of the invention to the embodiment illustrated.

Referring now to the drawings, and particularly to FIGURE 1, a device 10 for conducting a survey in accordance with the present invention is disclosed preferably having a portable polling unit or computing device 12. In an embodiment, the portable unit 12 consists of a computing device such a Microsoft Windows based laptop personal computer (PC), a Microsoft Windows CE based computer, or a personal digital assistant (PDA). Preferably, the portable unit 12 houses a central processing unit 14 operably connected to a memory 16, a touch screen 18, and an input/output (I/O) port 20. In an alternative embodiment, the device 10 can consist of a fixed kiosk, a Windows based IBM compatible desktop personal computer (PC), or the like mounted on the premises of an organization.

In FIGURE 1, the touch screen 18 preferably includes a touch-sensitive transparent panel or data entry device 22 covering a monochrome or color liquid crystal display 24. The touch screen 18 provides a natural interface for selecting objects or buttons presented on the display 24 by touching, preferably with the patron's or user's finger or a stylist (not shown), the panel 22 over the object or button to be selected.

Loaded onto the memory 18 of the portable unit 12 is an application or program 26. When the application 26 is executed by the central processing unit 14, the portable unit 12 performs, at the direction of a user, the tasks depicted in the flow diagram 28 of FIGURE 2. These tasks preferably include displaying on the touch screen 18 an attraction animation screen 30, a plurality of survey question screens 32, a followup screen 34, aplurality of information or data entry screens 36, a closing screen 38, a management screen 40, an edit questions screen 42, and a view statistics screen 44. Upon initial execution of the application 26 by the central processing unit 14, the portable unit 12 provides an animation screen 30 on the touch screen 18 for enticing a patron of an organization, and preferably a patron such as a paid or unpaid donor of blood or a component thereof, to use the portable unit. The portable 12 unit can be located on the premises of the organization that is visible to patrons, or preferably, given to the patron before, during, or after receiving goods and/or services from the organization, and in particular an organization that takes whole blood, or components thereof, from paid or unpaid blood donors.

Turning to FIGURE 3, the animation screen 30 can consist of a simple message 46 that moves about the touch screen 18, or other interesting black-and-white or color animation for luring a patron. Once the patron or user touches the display screen, the application 26 running on the central processing unit 14 causes the portable unit 12 to provide an electronic questionnaire 48 (FIGURE 1) on the touch screen 18. The electronic questionnaire 48 is stored within the memory 48 of the portable unit 12 and preferably consists of a plurality of questions of interest to the organization regarding, for instance, a patron's perceptions of the goods and/or services received. In a preferred embodiment, at least one of the questions pertains to: the donation process; the staff of blood donation organization; the facilities of the blood donation organization; the health of the blood donor; the donor' s views on giving blood; and the screen process used to determine the safety of the blood donor and the recipient of the donation. Preferably, the questions within the questionnaire are presented individually on the touch screen 18, such that, after the user responds to the question presented, another question within the electronic questionnaire is presented to the user on the touch screen. The questions within the questionnaire 48 can be presented sequentially or, if desired, in a skip pattern based on the responses provided by the user.

Associated with each question presented on the touch screen 18 are a plurality of obj ects or buttons that are presented on the touch screen with the question. Each object or button is identified with a different answer choice to the question presented. Accordingly, a user responds to the question by selecting a button associated within the user's answer choice, wherein the selected response is stored within the memory 16 of the portable unit 12.

Turning to FIGURE 4, it is preferred that a Likert Scale 52 be provided on the survey question screen 32 for those questions 50 that generally cannot be answered in a "yes" or "no" manner. In an embodiment, the Likert Scale includes a plurality of objects or buttons 54-58 corresponding, respectively, to the following definitions: satisfied, moderately satisfied, satisfactory, moderately unsatisfied, and unsatisfied. Accordingly, a user responds to the question presented on the touch screen 18 by selecting the button 54-58 corresponding closest to the user's feelings or perceptions about the question presented.

Preferably, each button 54-58 within the Likert Scale has a graphic design or indicia representative of the selection choice so the user can visualize his or her choice while simultaneously making the selection. In an embodiment, the buttons 54-58 can include a variety of facial expressions varying from satisfied to unsatisfied and corresponding to the answer choices given to the user for responding to the question presented.

Once the user responds to the last question in the questionnaire 48, the application 26 running on the central processing unit 14 causes the portable unit 12 to provide a followup screen 34 on the touch screen 18. Turning to FIGURE 5, the followup screen 34 preferably includes a message thanking the user for answering the questionnaire and a pair of response buttons 60,61.

By selecting one of the response buttons 60,61, the user can indicate whether he or she would like to receive informational literature, brochures, or a telephone call regarding the subject matter of the survey.

If the user selects button 60 on the followup screen 34 for indicating a desire to receive additional information, the application 26 provides a plurality of data entry screens 36 on the touch screen 18. Alternatively, if the user selects the button 61 on the followup screen 34 for indicating no desire to receive additional information, the application 26 causes the portable unit 12 to provide a closing screen 38 on the touch screen 18.

Turning to FIGURE 6, the data entry screens 36 preferably include an on-screen keyboard 64 having a plurality of keyboard buttons 66 for facilitating the entry of requested data into the memory 16 of the unit 12. The data entry screens 36 also include apair of response buttons 68 and 69 for displaying the next sequential screen or the previous sequential screen, respectively.

The initial data entry screen 36 provides a text message requesting that the user enter his or her name by selecting the appropriate keyboard buttons 66. The next data entry screen preferably provides another text message on the touch screen 18 requesting that the user enter his or her telephone number by selecting the appropriate keyboard buttons provided. The subsequent and last data entry screen provides a text message on the touch screen 18 requesting that the user enter his or her identification number, such as a blood donor identification number, if the user has been assigned such an identification number.

After the user responds to the last data entry screen and selects the button taking the user to the next sequential screen, the application 26 causes the portable unit 12 to provide a closing screen 38 on the touch screen 18. The closing screen 38 preferably provides a text message thanking the user again for completing the questionnaire and, in an embodiment, making a donation to an organization such as one that receives blood donations, or components thereof such as plasma, platelets, or the like, from a paid or unpaid donor. The closing screen 38 also preferably provides a video clip viewing window wherein a video clip stored in a conventional manner within device memory 14 is shown to the user. After the video clip is completed, the application 26 causes the portable unit 12 to return to providing the attraction screen 30 on the touch screen 22. In a preferred embodiment, and as indicated previously, the application 24 provides a management screen 40, an edit questions screen 42, and a view statistics screen 46. The application

24 causes the portable unit 12 to provide the management screen 40 on the touch screen 18 when a system administrator enters a predetermined password as an identification number into the data entry screen 36 requesting that a user to enter an identification number.

Turning to FIGURE 7, the management screen 40 preferably includes a plurality of language select radio buttons 70, a pair of data collection enable buttons 72, an edit questions button 74, a view survey statistics button 76, and a run survey button 78. The language select radio buttons 70 allow a system administrator to select a language for use in displaying all text messages, questions, and answer choices. Preferably, one or more languages can be selected by selecting the radio button 70 associated with the language, or languages, desired.

Alternatively, instead of only providing a language selection choice within the management screen 40, a language select screen can be provided wherein each patron or user of the portable unit 12, and not just the system administrator, can select a desired language to be used within all of the screens. In an embodiment, it is desired that the user or patron accessible language select screen be provided between the attract animation screen 30 and the survey question screens 32.

The data collection enable radio buttons 72 within the management screen 40 allow a system administrator to enable or disable those data entry screens 34 associated with obtaining user data by the user entering his or her name and telephone number. Accordingly, if the system administrator selects the radio button 72 for enabling the name and telephone number data entry screens 34, then the device 10 will operate as explained above. However, if the system administrator selects the radio button 72 for disabling the name and telephone number data entry screens 34, then the followup screen 34 will not display a message asking the user to indicate whether he or she would like to receive informational literature, brochures, or a telephone call regarding the survey subject matter. Instead, the followup screen 34 will display a message asking the user if her or she has an identification number. If the user selects the "no" button 61, then the device 10 displays the thank you screen 38. However, if the user selects the "yes" button 60, then the device 10 jumps to displaying the last data entry screen 36 wherein the user or system administrator can enter his or her identification number or password, using the on-screen keyboard provided.

Within the management screen 40, the system administrator can move to another screen by selecting the edit questions button 74, the view statistics button 76, or the run survey button 78. Accordingly, selecting the edit questions button 74 causes the application 26 to display the edit questions screen 42 on the touch screen 18. Likewise, selecting the view statistics button 76, causes the application 26 to display the view statistics screen 44 on the touch screen 18. Further, selecting the run survey button 79 causes the application 26 to jump to the initial animation screen 30 within the flow diagram 28. Turning to FIGURE 8, the edit questions screen 42 provides a pair of windows comprising a current question set window 80 and a question database window 82. Associated with the current question set window 80 is a scroll bar 82 with a scroll box or elevator 84, a delete question button 88, and a pair of move question buttons 91,90. Likewise, associated with the question database window 82 is scroll bar 92 with a scroll box or elevator 94, and a plurality of buttons 96-99 for modifying the question database.

The current question set window 80 displays the questions within the questionnaire 48 stored in the portable device's memory 16. A system administrator can select the portion of the questionnaire to be viewed in the window's frame by moving the scroll bar elevator 94 in a conventional manner. Preferably, the system administrator edits a question within the questionnaire 48 by selecting the question (i.e., touching the touch screen 18), and then selecting button 88 for deleting the selected question from the questionnaire, or selecting buttons 90 and 91 for sequentially moving the selected question up and down, respectively, in the order that the selected question will be presented to a user in completing the questionnaire.

Likewise, the question database window 82 displays the questions within a question database stored in the portable device's memory 16. A system administrator can selectively view the questions v ithin the database by moving the scroll bar elevator 94. Further, the system administrator can edit the questions within the database by selecting the question to be edited (i.e., touching the screen 18), and then selecting among buttons 96, 98, and 99 to edit the selected question within the database, delete the selected question from the database, or add the question to the questionnaire 48, respectively.

If the edit button 96 is selected, then the system administrator is provided on the touch screen 18 with an on-screen keyboard for making changes to the selected question. Similarly, if the

5 new question button 97 is selected, then the system administrator is again provided with an onscreen keyboard for typing the question into the question database. In addition to buttons 96-99, the edit questions screen 42 also includes a management screen return button 100 that, if selected, causes the application 26 to jump back to displaying the management screen 40 on the touch screen 18.

L0 Turning to FIGURE 9, the statistics screen 44 provides a pair of windows comprising a selected current question window 102 and a report window 104. Associated with the selected current question window 102 are a pair of question select buttons 106,107. Associated with the report window 104 are a plurality of buttons 108-111 for managing the survey results.

The current question window 102 preferably displays one of the questions within the

15 questionnaire 48 stored in the portable device's memory 16. The system administrator can select the question to be displayed in the frame of the window 102 by selecting buttons 106 and 107 for sequentially moving up and down, respectively, through the questionnaire.

The report window 104 displays the results of the survey responses to the question shown in the current question window 102. In an embodiment, the results can be presented on the touch

20 screen 18 in a graphical format, numerical format, or both. Preferably, the report window 104 also displays a time frame 112 and a sample size 114 for stating the time period when the survey results were gathered and the number of people participating in the survey, respectively.

Besides the management screen return button 100 which, if selected, causes the application 26 to jump back to displaying the management screen 40, the statistics screen also includes a

25 plurality of survey result management buttons 108-111. In particular, button 109 provides for clearing all survey result data stored within the memory 16 of the portable device 12. Further, buttons 108, 110 and 111, provide for exporting the survey results to another application, printing the current screen displayed on the touch screen 18, and printing the survey results for all questions within the questionnaire 48, respectively.

By selecting button 108 to export the survey results, the device 10 preferably exports the survey results to another application resident on the device 10. In an alternative embodiment, survey results can be exported to another device, such as a computer for compiling together the survey results from one or more portable polling units 12, via a modem, hardwired parallel or serial connection, wireless short-range radio connection, infrared connection, or the like, via I/O port 20. Similarly, by selecting the print buttons, the device 10 transmits the requested data to a printer in communication with the device via a modem, hardwired parallel or serial connection, wireless connection, infrared connection, or the like, via I/O port 20.

While the specific embodiments have been illustrated and described, numerous modifications come to mind without significantly departing from the spirit of the invention and the scope of protection is only limited by the scope of the accompanying Claims.

Claims

1. An apparatus for surveying a user comprising: a portable computing device having a graphics display, a data entry device, and a memory;

5 an electronic questionnaire having a plurality of questions stored in the memory of the computing device with at least one of the questions displayed on the graphics display and having a choice of responses comprising a Likert Scale with a plurality of indicia for the user to select from; and, wherein the data entry device accepts at least one of the response choices selected by the user [ 0 in response to the question displayed on the graphics display.

2. The apparatus of Claim 1 wherein the data entry device includes a screen responsive to contact thereon.

3. The apparatus of Claim 2 wherein the data entry device is responsive to contact by a human finger.

L 5 4. The apparatus of Claim 2 wherein the data entry device is responsive to contact by a stylus.

5. The apparatus of Claim 1 wherein the indicia includes a plurality of facial expressions.

6. The apparatus of Claim 1 wherein the questions are selectable between different languages .

7. The apparatus of Claim 1 wherein the computing device displays at least one visual image on the graphics display to entice the user to complete the electronic questionnaire.

-0 8. The apparatus of Claim 1 wherein the computing device displays at least one visual image on the graphics display to thank the user for completing the electronic questionnaire.

9. The apparatus of Claim 1 wherein the computing device displays a video clip on the graphi :cs display to thank the user for completing the electronic questionnaire.

10. The apparatus of Claim 1 wherein the computing device displays an avatar on the graph LlCS 25 display to thank the user for completing the electronic questionnaire.

11. The apparatus of Claim 1 wherein at least one of the questions pertains to how the user was treated by an employee of a charitable organization.

12. The apparatus of Claim 1 wherein at least one of the questions pertains to how the user was treated by an employee of a blood donation center.

13. The apparatus of Claim 1 wherein at least one of the questions pertains to how the user was treated while donating blood or a component thereof.

14. The apparatus of Claim 1 wherein the computing device is a portable laptop computer.

15. The apparatus of Claim 1 wherein the computing device is a personal digital assistant.

16. The apparatus of Claim 1 wherein a system administrator is allowed to add additional questions to the questionnaire via the data entry device.

17. The apparatus of Claim 1 wherein a system administrator is allowed to change questions within the questiomiaire via the data entry device.

18. The apparatus of Claim 1 wherein results of a survey conducted within the computing device are displayed on the graphics display.

19. The apparatus of Claim 18 wherein the results of the survey can be exported by the computing device via an I/O port.

20. The apparatus of Claim 1 wherein a database of questions are stored within the memory for selective incorporation into the questionnaire.

21. The apparatus of Claim 1 wherein a disable button is provided for preventing screens stored in the memory from being displayed on the graphics display.

22. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to a process for making a donation.

23. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to service provided by a staff member of a blood donation organization.

24. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to facilities of a blood donation organization.

25. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to views of the user on giving blood.

26. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to a screening process used to determine blood safety donor.

27. The apparatus of Claim 1 wherein at least one of the questions within the memory pertains to a screening process used to determine recipient safety.

28. A method of conducting a survey within one or more of the apparatuses of Claim 1 comprising the steps of:

5 providing the user with the apparatus of Claim 1 ; receiving a plurality of responses entered by the user into the apparatus; and, analyzing the plurality of responses entered by the user into the apparatus.

29. The method of Claim 28 further comprising the step of providing the user with the apparatus of Claim 1 in an area maintained by a charitable organization.

L 0 30. The method of Claim 28 further comprising the step of providing the user with the apparatus of Claim 1 after the user has given blood.

31. An apparatus for surveying a person visiting donation site comprising: a portable unit including a graphics display, a data entry device, and a memory; an electronic questionnaire having a plurality of questions stored in the memory of the unit,

15 at least one of the questions pertaining to: a process for making a donation, a staff member of a blood donation organization, facilities of a blood donation organization, health of the person, views of the person on giving blood, or a screening process used to determine safety of the person or a recipient of a donation; and, wherein the data input device accepts at least one response selected by the person in ,0 response to the questions displayed on the graphics display.

32. The apparatus of Claim 31 wherein the data entry device includes a screen responsive to contact thereon.

33. The apparatus of Claim 31 wherein associated with at least one of the questions is a Likert Scale that is provided on the graphics display with the question. .5

34. The apparatus of Claim 33 wherein the Likert Scale includes a plurality of indicia for the person to select from.

35. The apparatus of Claim 34 wherein the indicia includes a plurality of facial expressions.

36. The apparatus of Claim 31 wherein the questions are selectable between different languages.

37. The apparatus of Claim 31 wherein the unit displays at least one visual image on the graphics display to entice the person to complete the electronic questionnaire.

38. The apparatus of Claim 31 wherein the unit displays at least one visual image on the graphics display to thank the person for completing the electronic questionnaire.

39. The apparatus of Claim 31 wherein at least one of the questions pertains to how the person was treated while donating blood.

40. The apparatus of Claim 31 wherein a system administrator is allowed to add additional questions to the questionnaire via the data entry device.

41. The apparatus of Claim 31 wherein a system administrator is allowed to change questions within the questionnaire via the data entry device.

42. The apparatus of Claim 31 wherein results of a survey conducted within the computing device are displayed on the graphics display.

43. The apparatus of Claim 42 wherein the results of the survey can be exported by the computing device via an I/O port.

44. The apparatus of Claim 31 wherein a database of questions are stored within the memory for selective incorporation into the questionnaire.

45. The apparatus of Claim 31 wherein a disable button is provided for preventing screens stored in the memory from being displayed on the graphics display.

46. The apparatus of Claim 31 wherein the person is paid for making a donation to the donation site.

47. The apparatus of Claim 31 wherein the person is not paid for making a donation to the donation site.

48. The apparatus of Claim 31 wherein the person makes a donation of whole blood at the donation site.

49. The apparatus of Claim 31 wherein the person makes a donation of blood platelets at the donation site.

50. The apparatus of Claim 31 wherein the person makes a donation of blood plasma at the donation site.

51. The apparatus of Claim 31 wherein the person answers the electronic questionnaire before making a donation.

52. The apparatus of Claim 31 wherein the person answers the electronic questionnaire while making a donation.

53. The apparatus of Claim 31 wherein the person answers the electronic questionnaire after making a donation.

54. A method of conducting a survey within one or more of the apparatuses of Claim 31 comprising the steps of: providing the person with the apparatus of Claim 31 ; receiving a plurality of responses entered by the person into the apparatus; and, analyzing the responses entered by the person into the apparatus.

55. The method of Claim 54 further comprising the step of providing the person with the apparatus of Claim 31 after the person has given blood.