For Customer Feedback Teams

An online survey toolkit for you to manage ALL your business's survey needs

A survey toolkit linked to your database of contacts and allowing you to offer a full range of survey methods with simple, on-screen reporting and analysis.

Multi-method

Choose between Post, Phone, SMS, Online or Face-to-Face methodologies; you can automatically select the preferred option for each person (if you know it) or offer them a choice. TPTracker® will collate all the responses together, whatever the method.

Select candidates

Use for Satisfaction, Transactional or Profiling surveys; ask TPTracker® to select a representative sample for you (e.g. for a general satisfaction survey) or specify exactly who you want to survey (e.g. those who have just completed a transaction).

Avoid survey fatigue

Because everything is linked to the core database, TPTracker® knows who has been sent what and when so can apply whatever rules you want to avoid over-surveying individual people.

Comply with GDPR Regulations

TPTracker® will automatically prevent you from selecting people who have ‘Unsubscribed’ from surveys or asked you not to use a specific methodology, avoiding the risk of accidentally breaching data protection rules.

Link responses to profiles

TPTracker® will automatically link responses to the respondent’s personal profile; if the response is confidential or anonymous, it will limit the profiling data so they can’t be identified.

Alert you

If someone uses a survey response to request a call back, TPTracker® will automatically alert you so you can instantly follow up the contact without having to scour through all the data.

Collect ‘open’ feedback

You can publish an SMS/Text number, publish a web address or set up a link from your website to the TPTracker® Tenants’ Survey Portal for people to leave feedback whenever they like; they won’t be identified (unless they leave their details) but you can use the TPTracker® analysis toolkit to monitor the responses.

FAQs

Are there any upfront costs?

No, we will listen to you, put together a package to meet your needs, format and upload your existing data for you and train you to get started. All you pay is a licence fee to use it. We like to keep things simple!

How many people can use it?

Our most popular feature is that YOU control who has access to your TPTracker® system. You pay for a single licence per organisation and can have as many users as you need.

Many of our competitors charge a licence fee per user, but with TPTracker® you can rest assured that as your team grows, your costs won’t keep escalating up.

Can I talk to a real person?

And our second most popular feature is that we are real people on the end of a phone and we will set up your TPTracker® system for you and give you advice and training on how to get the best out of it. There are no bots here!

How secure is my data?

TPTracker® is protected with very high levels of security, so while your system remains easy to access, your data stays safe. You control the access to it by authorised users only. And we guarantee that everything is hosted on servers which are on the UK mainland, exceeding the requirements of GDPR.

Licence fees

TPTracker® is a web-based service which means you do not have to install anything on your hardware, just use any browser to access it securely. You can use any device – PC, laptop, tablet or smartphone – anywhere where you have internet access.

We charge a licence fee which covers your whole organisation, with no limit to the number of users; you control who has access to TPTracker® and what they can see or do.

Your licence fee will be determined by (a) the database storage capacity you will need and (b) the package you choose.

HANDS-FREE SOLUTION: We run all your surveys for you and you see the results in TPTracker®. The licence fee covers the software and we will quote separately for managing your surveys, based on your specification.

THE 50:50 SOLUTION: We create the questionnaires for you and you then manage the surveys yourselves using TPTracker®. We will charge a small fee (currently £10 + VAT per question) for designing and setting up each questionnaire, which includes sharing our team’s expertise and best practice advice.

FULL SURVEY SOLUTION: You do everything yourself, creating your  own questionnaires and running your own surveys.

All prices shown are excluding VAT

Getting you started

Firstly, we want to get to know you so we really understand what you need, so we will come and spend a half day with you and your team, listening to what you want and sharing ideas with you. There will be no charge for this visit.

This will mean we can set your TPTracker® solution up for you in the best possible way, load your initial database for you and then offer the best possible advice about using it all.

You could then start to use TPTracker®, learning as you go from the in-built ‘How to’ guides; it is very really easy to find your way around. The Support Team is always there to help you when you need it.

However, we do recommend some on-site training to make life easier for you and make sure you are aware of ALL that TPTracker®can do for you:

Half day to train up to 12 users. You may like to split the training down into separate sessions for those who are going to design questionnaires, those who are going to set up and manage survey campaigns, and those who are going to make survey phone calls, send out questionnaires or simply view the results and analyses.

If you have a lot of users, this day could be used to ‘train the trainers’ so you can take things forward yourself, or we can add in extra days to train your teams for you, if you prefer.

Our on-site training fees are £850 + VAT per day or £550 + VAT per half day, fully inclusive of all our expenses.

Continuing to support you

Your licence fee gives you free access to the TPTracker® Support Team during normal office hours: that’s 9 to 5 on Mondays to Thursdays and 9 to 4 on Fridays, excluding Bank Holidays. We are also contactable by phone and email if you prefer. We are solely here to support users of TPTracker® so we all have a good knowledge of best practice and are happy to share it with you.

Arranging a demo

So if you think TPTracker® may be able to help you and your teams, give us a call and we will arrange a visit to listen to what you need, suggest the options for you and give your team a demonstration. Just pick up the phone or email us:

08456 432 872 or info@arenapartnership.co.uk

For Customer Feedback Teams

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