The Feedback module allows you to manage your own customer/resident satisfaction survey programmes. You can conduct surveys by phone, post, online or through face-to-face interviews; manage the surveys in-house, ask Arena or use any other contractor.
TARGETING
The Feedback module helps you target respondents efficiently, avoiding wasted resources and the creation of survey fatigue for respondents. Target populations can be defined according to their profiles, addresses, interests or history, from which a representative sample of individual targets can be selected.
RESPONSES
Live screens can be used to conduct telephone surveys, showing a standard script with resident details, data input fields and call analysis options. If you ask Arena to conduct your postal survey for you, responses will be returned to us, scanned and loaded into your Tracker site for you to view the results in the on-screen analysis and reporting facility.
The link to your database allows responses to be matched to respondents’ profiles without having to include profiling questions in the survey. Feedback Tracker offers a range of options for viewing the responses: tables, graphs, cross-tabulations, downloaded files and statistical reliability calculations.
DIVERSITY MONITORING MODULE (FEEDBACK)
Variations in responses by different diversity groups are identified with a simple ‘traffic light’ alert system, to highlight areas of potential concern.