Satisfaction Modules

OVERVIEW

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 engagement by different diversity groups are identified with a simple ‘traffic light’ alert system, to highlight areas of potential concern.

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CASE NOTES

 

Landlord M conducts an annual survey to evaluate the impact of its involvement strategy; the survey is sent to all residents who participated in the previous year and a sample of those who did not. The postal survey is conducted by Arena through their Tracker site so that Landlord M can interrogate the responses online.

 

Landlord S manages its complete customer feedback programme through Tracker, coordinating the mailing of a range of service satisfaction questionnaires to ensure that no one resident is targeted excessively.

 

Landlord R manages its survey programme through Tracker, conducting everything by telephone using a dedicated panel of trained residents to make the calls. The on-screen scripts in Tracker guide them through their conversations with participants to ensure consistency and easy data-entry.