TOPIC: Explores the relationship between customer retention strategies and customer service delivery, using a Multichoice case study as a basis.

9.6 Pilot Study

• Define the term pilot study and explain the benefits/ importance of conducting a pilot study.
• Discuss how many participants will be targeted for the pilot study.
• For a quantitative study, it is recommended that the survey is piloted on 10% of the sample size for the main study. For example, if the main study sample size is 50, then the pilot study will have 5 participants (not included in the sample of the main study)
• For qualitative studies, it is recommended that the interview question is piloted using 1-2 participants. State the exact number of participants you seek to use.