Surveys - General

We use a broad range of proven diagnostic models and approaches to survey the target population. Instruments are available for stakeholder, employee and customer sensing and are typically administered using web based surveying tools that may be supplemented by 'hard copy' administration mechanisms to increase user access and response rate if desired. The information captured is subject to expert analysis using rigorous statistical analysis techniques and benchmark data and recommendations for improvement developed.

Assuring A Successful Outcome :

Challis International has extensive best practice knowledge in the key attributes that assure success in survey design, administration and analysis. These include :
 Target population positioning
 Executive positioning and endorsement
 Early development of research statement, lines of enquiry and propositions
 Question set development scope, scale, level of customisation etc
 Survey administration sample demographics (who), sample size (how many), administration process (how and when)
 Analytics including the use of statistical tools and techniques if required (regression analysis, correlation analysis, factor analysis etc )
 Preparation of executive reports

Our approach is based on proven models which we customise with the client to the specific situation and requirement. Our models consider both the tangible eg service offerings and cost, and intangible eg ease of doing business and approachability, aspects of customer service. We often follow up survey activities with customer focus groups to further explore key survey issues and themes.

Relevant Recent Experience Includes :

The design, administration and analysis of manufacturing customer surveys for Melbourne University. Sample size 2500.
A review of the design, administration and analysis of surveys (People Matter, Organisational Self Assessment, Scenario Instruments etc) administered by the Office Of Public Employment across the public sector in the state of Victoria.
The design, administration and analysis of manufacturing customer surveys for Holden Motor Company Australia. Sample size 350.
The design, administration and analysis of manufacturing customer surveys for the Maintenance Engineering Society of Australia. Sample size 1000.
The design, administration and analysis of manufacturing customer surveys for Holden Motor Company Australia. Sample size 350.

The Key Features Of Our Approach :

 Client Ownership. Client centred development approach ensures that the client maintains control of the process
 Flexibility. Use a combination of standard questions and questions tailored to the needs of the organisation and customer (eg customer engagement model attributes)
 Rigour. Built on leading edge customer service knowledge and constructs. Considers both tangible and intangible customer service aspects.
 Benchmark. Ability to benchmark key customer service attributes
 Customer Buy In. Active involvement of customers in the survey development process to build engagement and commitment
 Success. Proven approaches to ensure that survey is appropriately positioned with the executive (to address concerns, defensiveness etc) and the survey data is representative of the customer pool.
 Cost effective