CUSTOMER & CLIENT FEEDBACK SURVEYS
Get the information you need to improve your customer and client service
In a hurry?
FIRST PHASE – PREPARATION
PRE-LAUNCH MEETING
Whether over the phone or in person, we will discuss your survey objectives in depth, answer any questions you have, and provide our recommendations.
ADVICE ON YOUR COMMUNICATION STRATEGY
We will help you in announcing the survey, encouraging participation, and communicating the results.
ADVICE ON ANALYSIS
Based on your survey objectives and best practices, we work with you in determining the most appropriate and helpful analytical and reporting methods.
DEVELOPMENT OF THE SURVEY
Based on your survey objectives we will work with you to develop questions that will get you the answers you need and that reflect your unique environment.
SECOND PHASE – LAUNCH & ADMINISTRATION
CUSTOMER NOTIFICATION & COMMUNICATION
If you can supply us with a list of customer/client emails, the can sent the survey invitation to each participant with an individual and unique link. Where emails are not available, we have ways to create "open surveys links" that maximize respondent type identifiers and mitigate multiple submissions.
NOTIFICATION OF ANY "UNDELIVERABLE" EMAIL ADDRESSES
If we are supplied an email list, we will keep you apprised of any email delivery errors, (“bouncebacks” or “undeliverables”), and provide the opportunity to correct these so that we can resend the invitation.
ADMINISTRATION OF THE WEB-BASED SURVEY
The survey application is hosted on our own dedicated server and linked to the survey over a secure (SSL/HTTPS) connection. Canadian clients can note that we are fully FOIPOP/FIPPA and PIPEDA compliant. Details on our "Security and Privacy Policy" are available in the footer below.
PROGRESS REPORTS / COMPLETION RATES / REMINDERS
We provide real-time completion rates whenever you want them – both overall, and by sub-group where available. If needed we are happy to extend the survey period to bring in a few more responses. We will also send out reminders as needed and as part of the communication plan.
THIRD PHASE – ANALYSIS & REPORTING
FINAL SURVEY REPORT
Provided in Microsoft PowerPoint™ and printed to PDF.
The examples below are for an Employee Survey, but are identical in concept and structure.
BREAKDOWNS BY SUBGROUP
We provide one breakdown by subgroup as part of the basic package. Examples would be Location, Age/Generation or any other demographic that you would like to add to your survey.
YEAR-ON-YEAR COMPARISONS
Year-on-year reports are part of the basic package for recurring customers and are based on the current vs. one-previous review.
REPORT ON VERBATIM COMMENTS
Provided in Word, PDF and/or any other format you would prefer.
PRESENTATION OF THE RESULTS TO THE LEADERSHIP OR MANAGEMENT TEAM
In person (travel expenses may apply for meetings outside the GVRD), or over a conference call or Skype session.
ASSISTANCE ON DETERMINING FURTHER ACTION
We can work with your internal experts to help determine any further actions needed based on your survey results, your own expertise regarding your client base, and our years of experience in survey design and analysis.
OPTIONS & ADDONS
MULTI-LANGUAGE SURVEYS
For both surveys and invitation emails, we can send an appropriate language version (ex. “English/French” or “English/Spanish”) to each participant where this is known beforehand, and/or allow each participant to choose preferred language at the start of the questionnaire.
ADDITIONAL QUESTIONS
Questions beyond the 50 provided for in the basic package and added to the questionnaire as requested or advised.
ADDITIONAL DEMOGRAPHIC BREAKDOWNS
We can provide additional breakdowns beyond the one sub-group included in the Basic Package (where it does not compromise anonymity).
FOCUS GROUPS
Employee focus groups are a way to obtain qualitative information. They are often used after a survey to dig deeper into customer/client perceptions.
IN-DEPTH STATISTICAL ANALYSES
These can include correlations, regressions, factor analysis (aka. “variable reduction”), etc.
COMPARISON TO PREVIOUSLY-OBTAINED RESULTS
If you can provide the full dataset from any previous survey (not run by us) in a format that we can analyze (Excel, a database table) we can add these to the report for comparison.
TEXT ANALYSES
We can analyze verbatim comments for themes, parsing them into categories to produce simple frequency reports or correlation with other criteria (ex. department or location).
PAPER SURVEYS
Yes we do paper surveys. We can also do the data entry, or if it doesn't compromise security, you can arrange for this yourself and provide us with the final dataset.
CUSTOMER SURVEY & OPTION PRICING
CUSTOMIZED CLIENT SURVEY
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Includes:
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Pre-Launch Meeting
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Advice on Your Communication Strategy
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Advice on Analysis
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Development of the Survey
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Customer Invitations & Communication
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Administration of the Online Survey
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Progress Reports
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Survey Report with Detailed Analysis
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Report on Verbatim Comments
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Year-on-Year Comparisons
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Breakdown by one Subgroup
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Presentation of the Results to the Leadership or Management Team
SURVEY OPTIONS
DESCRIPTION | COST |
|---|---|
Multi-Language Surveys | $500/language |
Additional Demographic Breakdowns | $400/sub-group |
Text Analysis | $120/hour |
To be determined in proposal: | |
Paper survey administration | (tbd) |
Focus Groups | (tbd) |
Additional Meetings | (tbd) |
Additional In-Depth Statistical Analyses | (tbd) |