A successful conversion or double refusal: A study of the process of refusal conversion in telephone survey research

This study investigated factors that affect the outcome of refusal conversion efforts in telephone surveys. We used data collected from three types of forms filled out by telephone interviewers: a Refusal Report Form was filled out when the respondent/household member refused to do the survey at the initial contact, and a Refusal Conversion Report Form or a Double Refusal Report Form was filled out during the refusal conversion phase. These forms included information such as the degree of interaction between interviewer and respondent/household member, reasons for refusal, information about the survey revealed during the introduction, and demographics. Results from logistic regressions suggested that the degree of interviewer–respondent/household member interaction during the second call attempt significantly influenced the outcome of refusal conversions. Results also suggested that revealing information about the legitimacy of the survey did not affect the outcome, and that there might even be a “boomerang effect” if interviewers rush to reveal such information. While respondent/household member's age did not affect the outcome, women appeared to be more difficult to be converted than men, especially when the degree of interviewer–respondent/household member interaction is low. Implication of these results and direction for future research directions are also discussed.