Last week was all about guest impressions and guest satisfaction (and of course guest satisfaction surveys). And due to that, I spend a bit of time this week speaking with people about the process of creating custom surveys, so I thought I'd share with you how easy (and inexpensive) it is to do, and how our process works.
1. Phone consultation, including what you are doing currently, what the goals are, how you envision the survey. We review options for deployment (how to get the survey to your customers) and whether to incentivize your customers (offer a thank you or bounce back offer upon completion). Each of these decisions is personal and we work with you to determine what is right for you and your company. Next, we identify those in your company that will be part of the survey design/review process.
2. A rough draft of your custom survey is created and sent to you for review. A well designed survey provides you not only with feedback on what your areas for improvement are, but also provides the positive feedback on what you are doing right, and identifies your star performers. Further advantages can include identifying what marketing or advertising is working - and what isn't. Surveys provide you the important opportunity to identify and save a customer that has had a less than positive experience and to reverse their opinion - perhaps creating a "customer for life."
3. With input from your team and our experience and knowledge of survey design, your survey is edited to ensure you are going to be receiving the right information. This will include feedback on food/product quality and options, pricing, staff, ambiance & facility, and more. Each survey is completely custom and reflects your company culture and personality.
4. The survey is deployed, providing you with instant 24/7 real time results. The sophisticated software graphs and charts your results, allowing for custom filtering and reporting. Your results are available in dynamic html and are also downloadable in PDF or Excel format.
5. Our online surveys offer features that far exceed the performance of paper surveys, and at a fraction of the cost (Kind of a no-brainer, isn't it?). There is a modest one time set up fee, and then $1 per completed survey, that's it!
And did you know we also do all kinds of other interesting surveys? Some are for clients, however we also do some just for the fun and education of it.
Some of these have been the subject of a previous newsletter, some have not. Take a moment to check out the currently available surveys - and if you want to, take one, or as many as you would like. When you take any survey, the results will also be available to you immediately. (It's a great way to see how the software works)
-Margie
PS - If you are interested in a custom survey - call me at 707-319-2500 or email me!
Comment feed for this post