Posted by Jeff Lucas
One of the ways that we do it, is by conducting an annual survey of the applicants for the Malcolm Baldrige National Quality Award. This is a limited but important segment of our overall customer group, since these organizations have made a significant investment in putting together their application, and they are the recipients of one of our core products, the Feedback Report. We do have other listening posts for our products and services (Bob Hunt recently reported on the evaluations from this year's Examiner training here) including the use of social media.
We have conducted a survey of our applicants every year for at least a decade, but starting in 2009 we made a change to the format of the survey. In the past, we had done a fairly traditional satisfaction survey of approximately 35 questions, where we asked for ratings of specific steps in the process, features of the criteria, helpfulness of staff, elements of the feedback report and overall satisfaction. There were a number of problems with the survey.
Read more.....
No comments:
Post a Comment