Improve business processes

There's little point canvassing opinion if you aren't going to do anything with what you find is there?

Yet when we ask the question "What did you do with the results of the research or feedback?" one of the most common responses we have is......."not sure," or "oh... management looked at it,"  or something that's generally non-committal.

We tend to find an urgency to conduct research or feedback, but then an apathy.  The structure and methodology aren't really thought through, the questions are hurried and poorly thought out and often there is a misconception of what you'll actually get from the audience.

You'll never get 100% response, and if it's a cold audience you may well only attain a nominal percentage response (1-3% isn't uncommon.)

So when you consider that, it's hardly surprising that apathy kicks in and the results find themselves in a desk drawer or lever arch file.  The results aren't digested.  No actions taken forward.

Maybe the results were too painful, or not glowing enough.  Maybe because the questions weren't thought through, the answers didn't tell you anything worthwhile.

Quick tangent....  so often we see questions like..... are you a member/ customer/ user of xxx company?  Well.... you'll get a yes or a no answer.  Really though... shouldn't you know that already?  And do you analyse the results based on that type of question?  Do you vary the surveys based on current, past or prospective customers? 

The questions have to be right to understand what the key issues are that need attention, and the good things so you can shout it from the rooftops.

We believe if you get the questions right, the results make more sense and with our help you can have an action plan mapped out immediately.  No navel gazing, just measurable actions that make a difference to your bottom line, the motivation of your employees and the service that your customers experience.