Staff and Customer Surveys

"There is a world of difference between 'generally we think people are more satisfied' and 'the satisfaction rating for this service is 7.5 and rising at 0.4 per year"

What are they?

Surveys are a means of collecting the perception data you need to drive your improvement process. A variety of survey techniques are available to obtain feedback from customers, staff and other stakeholders. The key to running successful surveys lies with a clear understanding of your aims at the start of the process and a clear idea of how you intend to act on the feedback.

When to use them:

• As a starting point for improvement activity.
• As an ongoing tool to monitor improvements.
• To determine the success of current change programmes.
• To measure the impact of cultural change.

The benefits:

• Provides a clear measure of customer, staff or other stakeholder satisfaction.
• Allows you to measure the effectiveness of different improvement approaches.
• Helps to identify the next target areas for improvement.
• Provides evidence to customers and staff that their views are valued and acted upon.

How TQMI can help:

We can design and conduct all stakeholder surveys. These can be carried out using questionnaires, focus groups or other survey techniques. We can help analyse and interpret the results of these surveys, and provide practical advice to the management team on the most effective methods of addressing the issues raised.