re customer surveys:
based only on my personal experience as a member of the public if I were
you I think I'd be tempted to avoid a short high volume survey of customers
as subjects often feel that the survey will have little impact so either
don't fill it in at all or don't give much thought to their answers /
comments.
how about asking smaller groups of customers say 5 to ten if they'd be
interested in helping to develope customer relations, take them off to a
pleasant environment, offer some refreshments and coarry out survey
verbally, people will be more relaxed, think more, take time over their
answers and only be there because they volunteered instead of feeling
pressured in to completing a questionnaire they doubt will be acted upon.
as your only dealing with small numbers of people the cost will be no
higher than administering a high volume paper survey.
At 14:26 22/11/99 +0400, you wrote:
>Adrian,
>
>Thank you very much for this. The churn factor in our organisation in
>Dubai, being dynamic and continually growing, is about one move per week
>within existing offices and we have a take up in newly built offices (or
>newly leased offices) of about one a quarter.
>
>The "yes" and "no" questionnaire is a good idea and I think that I will work
>along those lines, giving the pro-forma to those departments that have
>recently completed moves.
>
>We also have a workload outside the country of around ten sets of
>office/sales outlets per annum. Can implement this in those locations too.
>
>What do you guys think about getting feedback from external customers? A
>great many of our properties cater for the general public - we need to
>attract them into our premises (apart from those that already use us as
>repeat business); we need to be able to make them comfortable and to
>generally make purchasing an airline ticket an enjoyable experience. That
>may sound as though it's easy but in places like Tehran, for example, it is
>not that easy since to buy an airline ticket people are sent around in
>loops. Customers need to first book a ticket, then go to a bank to get
>foreign currency (half the ticket is paid in US Dollars, despite what the
>West hears the US [at least the greenback] is still very popular there)
>based on a booking. They then have to come back to the airline and pay for
>the ticket and then go back to the bank and prove that they've paid. Quite
>stressful, especially since the Iranian authorities are IT shy. The whole
>process of buying an airline ticket in Tehran used to take about three
>hours.
>
>We overcame that when we relocated and moved into our own building last year
>by moving the banks into our premises, placing hospitality areas in the
>sales outlet so that they can be comfortable whilst all the rigmarole with
>foreign exchange is sorted. I am sure that we would get good feedback from
>there but is it appropriate to ask customers or should we confine this to
>our Area Managers?
>
>Also, I was looking for some input to assist me in putting together
>something for the RICS for the unit that I shall be heading. Of course, I
>have my own ideas on this but would very much welcome suggestions on this.
>
>Thank you all for your help and the very interesting articles that are
>circulated.
>
>Best regards,
>
>Patrick
>
>
> -----Original Message-----
> From: Adrian Higginbotham [SMTP:[log in to unmask]]
> Sent: Monday, November 22, 1999 2:01 PM
> To: [log in to unmask]
> Subject: re post occupancy evaluation
>
>
> Hi all,
> a possible approach for you Patrick
> When I worked for Greater Manchester Police Force staff occasionally
>filled
> in workspace evaluation forms.
> these were not too lengthy, about 20 questions at most I think, and
>were
> sent round fairly infrequently, less than once a year, tp prevent
>people
> becoming disillustioned with the process.
>
> questions were of 2 types, yes/no questions "are you comfortable
>with" "are
> you satisfied . . . " "do you have wrist support / suitable seat /
>..."
> yes/no questions were used rather than a scale of satisfaction such
>as A
> very satisfied / E very unsatisfied as these tended to result in
>vague
> results, "most people are moderately happy".
>
> the other sort of questions asked for approximate distances such as,
> distance from nearest window, bathroom, next workspace etc.
>
> this gave good overall results and showed up any problem areas.
>
> I realise distributing questinnaires to a workforce as large as that
>you
> are dealing with would be problematic but its something to think
>about,
> maybe deal with a different department every 3 or 6 months.
>
> Adrian Higginbotham:
> S U R F A C E
> Salford University, Research Focus on Accessible Environments.
> tel> 0161 2954939.
>
> if a pig looses his voice is he disgruntled?
>
>
Adrian Higginbotham:
S U R F A C E
Salford University, Research Focus on Accessible Environments.
tel> 0161 2954939.
if a pig looses his voice is he disgruntled?
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
|