About Surveys

They can conduct a survey for you from start to finish — or collaborate with you on applying our expertise where it is most needed, such as creating a survey questionnaire design or performing survey data analysis.  We do our targeted survey consulting through our Survey Mentor product suite.  We also create broader market research programs of which survey projects may be a key part, and we specialize in service recovery programs and customer loyalty programs.

They have conducted many survey projects and excel in the challenges of creating a unique survey program to meet your needs, applying the techniques taught in our Survey Guidebook and in our Survey Design Workshops for those who wish to conduct their own survey projects or be a more knowledgeable partner in an outsourced survey project.   Custom survey projects for a client might include:

Customer satisfaction survey, either transaction-driven or a broader relationship survey.  We have particular expertise based on our background in customer service areas.  

Employee, HR, or training surveys.  

Assisting in the selection of survey automation tools.

Bringing an outsourced customer feedback program in-house.  They can help design the processes, select the automation tools, and assist, train, and mentor the program manager duriing the transition period.

Small-scale research projects with interactive interviews to gauge customer, supplier, or employee attitudes about some aspect of your business.

Redesigning service program offerings by statistical and qualitative analysis those program elements and business practices most valued by customers — and thus those elements for which they are most willing to pay — while leveraging the core competencies of your service organization.

Analysis of competitor practices.

Facilitating a company meeting to drive toward development of an action plan to address a critical business issue.

 

Our first step in any such engagement is to assess your needs to be sure that whatever work we recommend — or don’t recommend — truly meets your underlying requirements.  They will determine the research approach that can best provide you the information or results to address that need, applying the best combination of research and statistical methods, such as:

Focus groups

Personal interviews

Critical incident studies

Mass administered surveys

Advanced statistical analysis tools, such as conjoint analysis and regression analysis — whatever is best suited to the purpose.

 

Next, They will develop a proposal and agree on deliverables and a schedule.  

 

During the project we work with you in partnership.  They may play the project management role and will perform the work as proposed, but as the client you obviously have the deepest knowledge of your company and the group of interest being surveyed.  They will leverage that knowledge, but more importantly, They will involve you in key decisions during the survey project, for example, the design of the questionnaire and facets of the administration process.  Through this partnership, we will deliver a higher quality product — and you will learn more about the surveying process.  As professional educators, They are most satisfied with projects where we leave the client with tangible deliverables and knowledge.