Victoria University
In between classes, meetings and paperwork, administrators and professors at Victoria University - Wellington can, as with any large and growing organisation, find themselves very short of time. When the university's Financial Advice Team wanted to research their customer satisfaction a quick, simple online survey was decided upon as the best option.
"We deal with a lot of busy administrators and they like to work efficiently and effectively. We can get a survey out by email that takes about 5-7 minutes to complete. We check that they are happy with the survey length and format and it is clear that this works for them, we get great feedback," said David Lin, from the Financial Advice Team
It is also very useful to have precise, full colour graphical reports...
With an excellent (some years over 75%) response rate in the in-house survey, Mr Lin says the Financial Advice Team finds the survey invaluable in discovering how they can further improve their service performance.
"The manager of the Financial Advice Team can check the progress online as the survey is being conducted, - It is also very useful to have precise, full colour graphical reports at the end of the survey that we can print straight off the net, email to our stakeholders and place on our Finance website," said Mr Lin.
Having utilised the survey for three years running, adapting the questions as they go, the Financial Advice Team finds the PDF format reporting vital for gaining insight into their customers perception of their performance.
"The Survey Company's online survey tool has played an important role in gaining information vital for the process of continually improving service levels in the Financial Advice Function of VUW" (Mark Hewitson, Manager of Financial Advice, VUW).
More info
- Victoria University run a Customer Satisfaction survey.
