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Organizational Effectiveness Through Feedback Management
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>> Survey Research Goals
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of Newly Scheduled Workshops.
We target areas where interest has been shown.
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 March 2-4, 2010 DubaiMarch 15-19, SingaporeMarch 23-24, Kuala LumpurApril 21-23, 2010, Wash. DCJune 21-23, 2010, ChicagoTBA Summer/Fall, 2010Customer Feedback Program Design Workshop
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for a Workshop
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Review our
Read our latest
newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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 Contract Holder GS-02F-0126U
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From Workshop Attendees
Very appropriate & useful. I will be able to take the skills back to my organization and apply them immediately. Thank you for a great experience... This was the best course I have ever taken in terms of practicality and comprehension. Very thorough!
- Jeff Anthony,
PriceWaterhouseCoopers
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version of the
workshop description.
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Provides targeted assistance on your survey questionnaire and project while helping you learn good survey practices.
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Need more than targeted survey consulting? Great Brook will design and execute a
Custom Survey Program
to meet your individual needs
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Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups --
or get a deep dive assessment of your survey program.
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Looking for self-help for
your survey project?
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Dr. Fred is a most engaging professional speaker. He has the unique ability to make analysis and survey instrument design appealing and understandable to the science challenged. The novice survey designer can learn to produce effective survey instruments under Dr. Fred's tutelage. The big mystery becomes how he makes the learning process of such dry material so fun & easy. Dr. Fred gently tickles the funny bone while he educates. He is truly a master survey design instructor and a pleasure to study under. Bravo!
Valerie Railey, US Courts Librarian, San Diego
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Thank you, Fred – for everything. Your workshop has been so beneficial even in the brief time since. In fact, I think I have already used every aspect of your training.
-- Donna Batten, The Institute of Internal Auditors
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Private On-site Survey Workshops are available at your company. This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.
Please contact us for details.
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Would your local
professional association like
to sponsor a workshop?
Please contact Great Brook.
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Why Conduct Surveys?
Surveys are an invaluable tool for researching the attitudes, images, concerns, needs, loyalty, and priorities held by a group of interest. By creating a questionnaire and collecting responses from a sample, we can draw a profile of the group as a whole -- a descriptive research objective -- and perhaps perform some cause-and-effect analysis to understand the source of those feelings -- an explanatory research objective.
The survey findings can then support fact-based organizational decisions or continuous improvement projects towards the goal of achieving the organizational mission. For a business a customer feedback management program including surveys can help achieve long-term competitive advantage, for example, through customer or employee retention. They are frequently used as part of Six Sigma or other continuous improvement programs.
Survey research can be applied to many venues. We most commonly encounter Customer Satisfaction Surveys, which are used to gather customer feedback. The findings can identify satisfaction levels, expectations, and key shortcomings of a product. Surveys conducted after some event (e.g., transaction-driven surveys or event-driven weekly surveys) can monitor the quality of service delivery and product performance and identify those customers in need of service recovery actions. In Six Sigma parlance, surveys help measure and control operational processes. Asking for the customer's opinion also serves to demonstrate concern for the customer, a marketing goal. A combination of relationship surveys (e.g., annual) and transactional surveys are frequently used in a comprehensive customer care survey program.
An Internal Employee Survey could identify reasons for employee turnover and provide ideas for reducing those costs, such as a better designed benefit program, improved training opportunities, or problems in the way the organization functions.
A Training Survey can identify how a training program has improved the capabilities of some group and how the training program itself can be improved.
A Product Launch Survey can identify initial customer experiences with a product, providing data to address unforeseen problems and help the next product launch.
A Market Research Survey can identify customers needs when creating these new service and product offerings. Surveys can be part of Design for Six Sigma activities.
An Association Survey, which is similar to customer and market research surveys, can show the member benefits most of interest.
However, a survey program is only valuable if it is properly designed and executed. While performing a survey project seems deceptively simple -- it's just a bunch of questions and survey software tools make online surveys quick and cheap -- a small mistake in the survey questionnaire design or survey administration can skew or bias the data, leading to erroneous conclusions. We have many written articles about surveying practices in particular focusing on those areas that can trip up a surveyor and negate the value of the survey.
Many of the survey software tool vendors will tell you it's simple as 1-2-3 to create a survey -- and they're right. And wrong. With these survey tools, both hosted and PC-based, you can easy build a survey questionnaire and administer it to your contact list and generate a data set. Anyone with basic PC knowledge can do that. But if the questionnaire has flaws, then you'll be making decisions based upon delusions of knowledge.
Bad data is worse than no data!
The Survey Design Workshop will teach you how to create a valid survey questionnaire -- one that addresses your research needs and measures those factors properly -- and overall, how to conduct a survey program.
The Survey Data Analysis Workshop will teach you how to analyze the survey data set generated from the survey research program and how to present the findings in a compelling fashion.
The workshop has been so useful since I returned to work to implement some of the things I learned. I've recommended the workshop to several other people here... Your course has helped me to efficiently and confidently present my survey finding and recommendations to my manager!
Kelly McBain
Boston, 2006 workshop attendee
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