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Organizational Effectiveness Through Feedback Management
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>> Survey Mentor
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Mentor
Read our newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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After my agency created a customer satisfaction survey, we had Dr. Van Bennekom critique our survey, recommended to us by the Help Desk Institute. Dr. Van Bennekom offered invaluable input to enhance our process. He went over each question and provided guidance to enrich the responses received from our customers. We are greatly appreciative of the time and attention Dr. Van Bennekom provided to us.
Kathie King, Manager
Technical Assistance Center
Comptroller of the Currency
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Want more instructional assistance than Survey Mentor?
Attend one of Dr. Fred's
or have a private workshop at your office for your entire staff.
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Need more than targeted survey consulting? Great Brook welcomes the opportunity to design and execute a custom survey program to meet your individual needs.
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Looking for self-help for
your survey project?
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Next
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Survey Mentor products combine the assistance of a survey expert with tangible survey tools and aids to give you the skills to implement higher-quality surveys, especially in the area of improving questionnaire design. We provide targeted assistance on survey projects through this Survey Mentor suite, but we can also build and create a survey project with complete execution, customized from start to finish to meet your needs.
The Questionnaire Quality Check is also a deliverable for Survey Design Workshop attendees and we provide discounts on workshop registrations for our Survey Mentor clients.
Regardless of your type of organization, Survey Mentor allows you to draw on Great Brook's survey expertise to:
Accurately measure the perception of your performance on a one-time or ongoing basisDesign & implement professional quality survey questionnairesBuild stakeholder loyalty (stakeholders could be customers, employees, suppliers, or business partners) by identifying shortcomings in your operational processesDemonstrate the value your organization deliversYou'll have the support of a survey expert for one-on-one advice on questions such as:
What changes are needed to my questionnaire design? How could I better achieve my research objectives?Are my survey questions properly phrased & sequenced? Have I used the best survey scale and how should the anchor words be phrased?What survey response rate do I need to get meaningful data about different segments of my group of interest? How can I improve my survey response rate? Are incentives the best approach?Will the results reflect the value my organization brings to the company?After having read Dr. Fred’s customer survey book and hearing him speak, we engaged Great Brook for some direct consulting. We were finalizing what we believed to be a professional survey instrument for obtaining corporate clients’ feedback and decided to get a final review from Fred. We were very impressed by the volume of valuable feedback. Fred’s insight into the world of service delivery and surveying for feedback helped him polish our survey in ways we hadn’t anticipated, and he helped take it to the next level of focused, professional surveying. In all it was very positive for us.
-- Richard Reiter, Director Client Service, Amerivault, Waltham, Mass
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If you are currently outsourcing your survey program, but wish to bring it in-house, Great Brook can provide you survey consultation services during the transition period.
Choose the Survey Mentor product that's right for you.
Organizations have different needs. That's why our Survey Mentor products are packaged to provide you the services and tools you need -- from basic assistance to extensive hands-on mentoring services.
You may also want to consider our:
Custom Survey Projects -- for those who want a professional survey consultant to conduct a survey project from start to finishSurvey Workshops -- for those who want in-depth survey training to enable them to conduct a better survey projectSurvey Audit -- for those who want an in-depth, survey program review and assessment of a survey program currently in placeVoice of the Stakeholder Audit -- for those who want an in-depth review of their feedback collection processes including a survey program See our price list below. Please contact us to discuss your particular situation. We can adjust the package to meet your needs.
Questionnaire Quality Check
This introductory package is designed for business professionals who want to produce a higher-quality questionnaire at a price that can meet any budget. It provides:
A phone conference critique of your survey instrument, sent in advance to Great Brook, with specific suggestions for improvement. (Please note that your questionnaire must be a bona fide instrument and not just a very rough draft.)The critique will provide improvement ideas for the introduction, instructions, question phrasing, question sequencing, scale construction, and other shortcomings of the survey instrument you have created.
Our Survey Design Workshop includes a group critique of survey questionnaires that attendees bring to class, plus it includes the Questionnaire Quality Check as a follow-on consultation with Great Brook.
Contact us or use our secure order form to purchase the Questionnaire Quality Check. See our current price list.
Questionnaire Design Review
For a professional managing a survey project who needs greater input than the Questionnaire Quality Check, this package provides more detailed assistance to yield a higher-quality questionnaire at a reasonable cost. It provides:
A written critique of the survey instrument you have created with a phone conference to explain the critique, following by a second iteration after you have implemented changes this second critique may be just a phone conference. (Please note that your questionnaire must be a bona fide instrument and not just a rough draft.)Detailed feedback on announcement notices, introductions, instructions, question phrasing & sequencing, choice of scales, scale construction, and an overall assessment of how well the questionnaire meets the purposes of the research programThe Guidebook will provide you the understanding of the survey process to help you at every stage of a survey project from planning the project, designing the questionnaire, administering the survey, to analyzing its data.
Contact us or use our secure order form to purchase the Questionnaire Design Review. See our current price list.
Great Brook's Questionnaire Quality Check was very simple, quick and effective. The points that mattered were addressed and improved our questionnaires' quality level considerably. Dr. Fred's flexibility and especially the speed at which we were able to complete the quality check was remarkable (we had our questionnaires reviewed and discussed within a week!).
-- Julien Chatagny, Head Service Measurement & Reporting, IT Customer Service,
Swiss Reinsurance Company Ltd
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Support Services Questionnaire Review
For support service professionals who want to produce a professional-quality questionnaire in the least possible time - and want to learn in the process. It provides:
All Questionnaire Design Review features, providing a detailed review of your questionnaire through two iterationThe Support Services Questionnaire Library of survey questions for customer support organizationsAssistance with customizing the Library to address your specific research needs, including the creation of several custom questionsThe Questionnaire Library provides professionally-crafted questions on service delivery performance, escalation processes, summary service evaluation & more. See our current price list and contact us to purchase Questionnaire Advisor.
Questionnaire Designer
For support service professionals who want to produce a professional-quality questionnaire with in-depth assistance from a survey expert. It provides:
A facilitated brainstorming session at your site with your project team to identify the attributes (issues of interest) to be investigated in the survey questionnaire from which you would build the questionnaire.All Questionnaire Design Review features, providing a detailed review of your questionnaire through two iterations.For an additional fee, Great Brook can also conduct focus groups to help ensure your questionnaire has complete coverage of areas of concern for your target group. See our current price list and contact us to purchase Questionnaire Designer.
Survey Counselor
For those who want counsel and advice through key elements of a survey project beyond the questionnaire design, Survey Counselor provides the right mix of help. It provides:
All Questionnaire Design Review features, providing a detailed review of your questionnaire through two iterationsGuidance on administration of the survey instrument
Selecting the administration method and the survey toolSelecting the sampleDetermination of sample size and statistical confidence of resultsExecuting the survey administration processIdentifying methods to improve response rates, e.g., incentives and follow-up noticesSurvey Counselor can be tailored to meet your needs. See our current price list and contact us to purchase Survey Counselor .
Survey Consultant
For managers who want professional consulting through one entire survey project -- from establishing research objectives and constructing a questionnaire through project execution -- but still wish to do the "leg work" themselves to meet budget requirements, Survey Consultant provides more in-depth and extensive assistance than Survey Counselor. It provides:
Guidance on developing the initial project plan -- identifying resource requirements, budgets, personnel needs, and most importantly, research objectives A facilitated brainstorming session at your site to identify the attributes (issues of interest) to be investigated in the survey questionnaire from which you would build the questionnaireAll Questionnaire Design Review features, providing a detailed review of your questionnaire through two iterationsGuidance on administration of the survey instrumentSelecting the administration methodSelecting the sampleDetermining the required sample size and sample response rate needed for a certain accuracyDetermining the statistical confidence of results once the survey administration is completedExecuting the survey administration processIdentifying methods to improve survey response rates, e.g., incentives and follow-up noticesGuidance on conducting data analysis and developing the management report, applying templates provided by usProof checking the data analysisEditing and reviewing the management report, including how the data are representedEssentially, throughout the project you will have a survey expert to call upon to guide you through the process. Survey Consultant services are designed to be delivered with one on-site visit where we will be dedicated to assisting you with your survey project, but it can be offered remotely to forgo travel expenses.
Survey Consultant can be tailored to meet your needs, shifting emphasis among the above deliverables to address your needs. See our current price list and contact us to purchase Survey Consultant .
Data Analysis Consultant
Great Brook can help you get started on the data analysis of your survey project. The scope and size of the survey questionnaire will drive the scope of work. Therefore, we can only offer guidelines for the pricing, based upon the following parameters: a 25-question survey with interval and check list questions and approximately 200 respondents.
We will take your data set, format it in an Excel spreadsheet, and perform basic data analysis, and help you with the rest. The deliverables would include:
Descriptive statistics calculated for all survey questionsMean, mode, median, standard deviation, confidence interval, frequency distributions (as appropriate to the type of survey question)Charts generated as appropriate for the dataGuidance on additional analysis you might want to perform on the data setOther analysis would be custom-quoted, such as analysis along demographic segmentations, analysis of open-ended comments, and advanced multivariate statistics (such as regression analysis). See our current price list and contact us to purchase Data Analysis Consultant.
Data Analysis, Management Report, & Management Presentation Package
As an option, you can draw upon the expertise of Great Brook to perform the data analysis, write the management report, and create the management presentation. The scope and size of the survey questionnaire will drive the level of analysis and writing effort for this offering. Therefore, we can only offer guidelines for the pricing, based upon the following parameters: a 30-question survey and approximately 200 respondents.
The deliverables would include:
Descriptive statistics calculated for all survey questions and the 2 data segmentationsMean, mode, median, standard deviation, confidence interval, frequency distributions (as appropriate to the type of survey question)Management report created to give voice to the data:Executive summaryOverview of survey methodologyResponse rate information and statistical confidenceInterpretation of results for each survey question with data table and chart as appropriateOverall findingsRecommendations driven from the data, including next steps in the customer loyalty processAppendices with survey instrument, open-ended comments, and other material as appropriateOpen-ended comments included in the appendixManagement presentation in PowerPoint -- half-day presentation delivered at your siteHighlight key findings of the reportDiscussion of implications of the survey resultsOther analysis custom-quoted, such as analysis along demographic segmentations, analysis of open-ended comments, and advanced multivariate statistics (regression analysis)See our current price list and contact us to purchase this extensive Data Analysis Package
Contact Great Brook for additional information and
to purchase your Survey Mentor product.
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| Price List (in US$) Non-profit organizations, please contact us for special pricing.
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For up to a 10-question survey.
For each additional set of 5 questions, add $50.
Please see requirements.
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$185
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For up to a 15-question survey.
For each additional set of 5 questions, add $150.
Please see requirements.
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$585
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Please see requirements.
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$975
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For up to 30-question survey.
Plus applicable travel expenses.
Please see requirements.
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$2450
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For up to 25-question survey.
Please see requirements.
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$975
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For up to 30-question survey.
Plus applicable travel expenses.
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$5950
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For a 25-question survey, 200 responses.
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$975
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For a 30-question survey, 200 responses, 2 data segmentations, and 2 open-ended questions.
Plus applicable travel expenses, if needed.
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$9850
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Other deliverables custom quoted
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Demonstrate the value your organization delivers &
improve the quality of services & products
by conducting your own surveys.
Confidently ~ Professionally ~ Economically
with Survey Mentor products
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Requirements for the survey instrument critiques.
A question is defined by the act of the respondent entering some response that generates an entry into the resulting data set. (Sorry if that sounds obtuse and legalese, but we are tryiing to be precise.) For example, "one question" that asks the respondent to rate 7 different items would actually be 7 questions, not one. Bona fide survey instrument. When you send us an instrument for review, it should be a questionnaire that has gone through the drafting and revision process with your project team. We cannot provide refinement on a very rough draft beyond saying, "you need to go through more revision." We are happy to talk with you about a more extensive engagement where we draft the instrument for you or in conjuction with you, but these instrument critiques are limited engagements meant to be a final (or near final) revision, not the creation of the survey instrument. When we see your questionnaire draft, we will send you a firm quote.