Satisfaction surveys are a common tool for measuring and reporting stakeholder satisfaction, but they can also be boring, tedious, and ineffective if not designed and delivered well. How can you make your surveys more engaging, relevant, and useful for your stakeholders? Here are some tips to help you improve your survey strategy and outcomes.
Before you create any survey, you need to have a clear and specific purpose for it. What are you trying to measure, understand, or improve? How will you use the results to inform your decisions and actions? How will you communicate the findings and feedback to your stakeholders? Having a clear purpose will help you define your objectives, questions, and metrics, as well as align your expectations and resources.
Your stakeholders are not a homogeneous group. They have different roles, interests, needs, and preferences. You need to segment your audience and tailor your surveys accordingly. For example, you may want to use different channels, formats, languages, or incentives for different stakeholder groups. You may also want to customize your questions, scales, or options to suit their level of involvement, knowledge, or satisfaction. Knowing your audience will help you increase your response rate, relevance, and accuracy.
One of the biggest challenges of satisfaction surveys is to keep your stakeholders engaged and motivated to complete them. A long, complex, or confusing survey can easily deter or frustrate your respondents. To avoid this, you need to keep your survey simple and short. Use clear and concise language, avoid jargon and acronyms, and limit the number of questions and options. You may also want to use a mix of question types, such as open-ended, closed-ended, or rating, to keep your survey interesting and balanced.
Another way to make your surveys more engaging is to make them interactive and fun. You can use gamification, animation, or storytelling techniques to add some excitement and challenge to your survey. For example, you can use quizzes, puzzles, or scenarios to test your stakeholders' knowledge, skills, or opinions. You can also use images, videos, or sounds to enhance your survey's appeal and impact. Making your survey interactive and fun can help you increase your completion rate, retention, and loyalty.
Finally, you need to follow up and act on your survey results. Your stakeholders want to know that their feedback matters and that you value their input. You need to thank them for their participation, share the key findings and insights, and explain how you will use them to improve your performance and relationship. You also need to act on the areas of improvement, address the issues or concerns raised, and demonstrate the changes or outcomes. Following up and acting on your survey results will help you increase your credibility, trust, and satisfaction.
Após a defini??o e execu??o da estratégia de pesquisa é essencial acompanhar os resultados, entender as principais oportunidades e destacar os pontos fortes, bem como garantir o retorno tempestivo aos clientes priorizando as dores e solu??es imediatas, e agradecendo participa??o. Essa a??o certamente ajudará no engajamento para que juntos (cliente-empresa) possam construir cada vez mais melhores experiências. N?o basta apenas acompanhar a métrica é importante definir uma estratégia para o "close the loop" ou fechamento do feedback como nos traz a metodologia NPS 2.0 . NPS é muito mais do que uma métrica é um sistema de melhoria continua da experiência do cliente.
DESIGN: n?o projete algo para as pessoas, projete algo com as pessoas! Nesse momento que você conseguiu analisar dados e cruzar informa??es com o time de governan?a de Employee experience, está na hora do “Design Loop”: Focar no design da experiência e agir com base nos insights que vc aprendeu LAUNCH: depois que o programa foi projetado está na hora de ser lan?ado