For Customer Insight teams

A package for managing ALL your organisation's survey needs, linked to your database of residents and allowing you to offer a full range of survey methods with a simple, on-screen analysis, reporting and analysis toolkit:

Multi-channel survey options

Choose between Post, Phone, SMS, Online or Face-to-Face methodologies for collecting your resident feedback.

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 STAR Survey) or specify exactly who you want to survey (e.g. those who have just had a repair completed).

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 number, publish a web address or set up a link from your website for people to leave feedback on the TPTracker® Tenants’ Survey Portal 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.

Survey Contract Options

The TPTracker® resident feedback package provides the complete toolkit for your organisation to manage all its own survey needs.

However, if you would prefer someone to do everything for you, as just a one-off for a specific survey or your whole programme, then this is a service which Arena Partnership can provide. MORE>>

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 an annual 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 OPTION: 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 OPTION: 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 OPTION: You do everything yourself, creating your  own questionnaires and running your own surveys.

AUTO UPDATE LINK: This option can be added to any of the above, and gives you the facility to link TPTracker® to your housing management system, so that the TPTracker® database can be automatically updated: adding new residents, archiving ex-residents and amending the personal details of current residents.

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 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, especially for larger organisations where different teams will be using different features and the database is linked to your own housing management system for regular updates. In this case, we usually recommend the following:

Half a day to check the automatic updating is set up and working, that you have all the fields you need in your database and that your local TPTracker administrator knows how to manage security settings and user access.

One day (usually following the above 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.

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 contactable by phone or email. Our team is solely there to support users of TPTracker® so they all have a good knowledge of best practice in the sector which they are happy to share.

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 Insight teams

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