MEMBER SERVICES SURVEY

Sequus International

Management: Consulting Education Development

Many of our clients want to know how their clients, strategic partners and/or members  view them.

THE QUESTIONNAIRE: These questionnaires are usually custom-designed but start from a core list of key elements based on our experience. The questionnaires typically go out to all or a sampling of persons external to the target organization with a simple means of sending responses directly back to SEQUUS through the mail or OnLine.

THE ANALYSIS:  The data is first analysed in the usual way including a distribution of the results over the rating scales along with means and standard deviations. A scoring system separates the trivial from the critcal. A 'clustering system' groups items into categories.

THE REPORT:   In most applications, one report on the entire surveyed population suffices but in large organizations we find ourselves issuing multiple reports. Often we are asked for a report for different sub-groups and different geographical locations and so on.

Beyond the basic kinds of data we are typically reporting on respondent perceptions of..

product or service quality

product or service relevance

service delivery staff competence, behaviours and attitudes,

perceptions related to organization values, beliefs, and priorities,

perceptions of leadership and managerial competence, performance, vision etc.

and we also include organization-specific concerns.

You can purchase a  Diagnosis package on our Shopping Page and you can even fill in the questionnaires OnLine once you have a password. You will find a trail version of the OnLine  Member Services Questionnaire if you follow this link.