Essentially, there are three elements in a feedback survey – Briefing and Design, Survey Methodology and Deliverables.
There is an old saying in research – “Garbage in, garbage out”. This is why it is so important to be clear about how the information is to be used when briefing Member Feedback.
Based on this briefing, we will provide a formal survey proposal, stating our interpretation of the brief and how we propose to meet it.
It will include:The questionnaire will be designed as a document for approval by client. It will consist of Core Modules (such as Member Experience, Engagement and Value), one open-ended question and respondent information for the analysis.
Depending on the Design, there may also be Added Value modules, such as Conjoint trade-off, competitive image or concept testing questions.
It will then be converted to an online form.
The organisation needs to provide a document (such as a spreadsheet) containing the names (or email addresses) and membership numbers (such as Golf ID) or another unique ID associated with the individual member.
This will be uploaded to a secure online database (Google Firebase), which will be used to validate respondents and monitor whether they have already completed the survey.
Members will be sent a link to login to the survey form with an explanatory message. The app behind the login form checks credentials against the database and marks the response as complete once the form is submitted.
Members who try to complete the form a second time will receive a message.
The data analysis will include summary graphics as well as appropriate breakdowns. Added Value modules will be reported separately with an explanation of their interpretation.
A written report will be provided with answers to the questions posed in the Briefing and Design phase. It will include our Conclusions and Recommendations for Action.
Once the report has been circulated and perused, a follow-up Zoom call will be scheduled to go through the report and discuss its contents, interpretation and implications.
If required, an additional Zoom call may be scheduled with interested members.