On multiple occasions, we’ve written about the importance of holistic planning when considering the implementation of a survey program. A survey, by itself, is of very little use unless an organization has determined how it will be able to use the insight received to make instrumental business decisions. By doing so, survey data conveys more value than simple numbers and statistics—it becomes actual actionable insight.
The advantage of online surveys is that this "actionable insight" can be brought to the attention of business managers immediately. No longer are the days when you had to wait for paper survey cards to arrive in the mail, then for interns to leaf through the cards until something caught their attention. Now, with sophisticated survey technology, businesses can create specific "hot alerts" on survey questions that will immediately notify designated people when they are answered in a certain manner.
For example, take a question asking, "How satisfied are you with the level of service you received at your last visit to Acme Resort?" You could set up the survey so that anytime someone responds with "Very Dissatisfied," an email notification is immediately be sent to your guest services manager so they can follow up with a courtesy call. Managing dissatisfied clients is extremely important to maintaining a positive brand image, and prompt follow-up can often turn a disgruntled customer into a future advocate of your business.
Real-time action doesn’t have to depend on one question either. You can assign score values to various survey questions and have email notifications sent only when a respondent’s total score is (a) under a set score; (b) within a certain range; or (c) above a set threshold. If you have multiple satisfaction questions, you can really control the level of alerts you want sent to your managers. Also, if you are sending training assessment questionnaires with the survey software, this is a great way for instructors to immediately be notified about their worst and best trainees so they can follow up with appropriate praise and/or remedial instruction.
There’s no better time for increasing business value than now, and the best way to get there is to make sure you’re acting efficiently—by creating a plan for real-time action through real-time surveys.
The advantage of online surveys is that this "actionable insight" can be brought to the attention of business managers immediately. No longer are the days when you had to wait for paper survey cards to arrive in the mail, then for interns to leaf through the cards until something caught their attention. Now, with sophisticated survey technology, businesses can create specific "hot alerts" on survey questions that will immediately notify designated people when they are answered in a certain manner.
For example, take a question asking, "How satisfied are you with the level of service you received at your last visit to Acme Resort?" You could set up the survey so that anytime someone responds with "Very Dissatisfied," an email notification is immediately be sent to your guest services manager so they can follow up with a courtesy call. Managing dissatisfied clients is extremely important to maintaining a positive brand image, and prompt follow-up can often turn a disgruntled customer into a future advocate of your business.
Real-time action doesn’t have to depend on one question either. You can assign score values to various survey questions and have email notifications sent only when a respondent’s total score is (a) under a set score; (b) within a certain range; or (c) above a set threshold. If you have multiple satisfaction questions, you can really control the level of alerts you want sent to your managers. Also, if you are sending training assessment questionnaires with the survey software, this is a great way for instructors to immediately be notified about their worst and best trainees so they can follow up with appropriate praise and/or remedial instruction.
There’s no better time for increasing business value than now, and the best way to get there is to make sure you’re acting efficiently—by creating a plan for real-time action through real-time surveys.
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