Q: I am requesting a review of this evaluation tool that we use with our customers that reserve birthday parties here at the Tempe Kiwanis Recreation.
We call the customer to directly get their feedback on their experience and I am wondering is there a better version scriptwise and questions we can ask them to share their experience which will improve our birthday party program?
I am wondering about the questions we asked? Are they crafted and formatted correctly to get their honest accurate response? Are there other questions than these that we should pose to our customers for them to complete and return to us? Or, do they need to be reconstructed? Please advise
A: I have reviewed your facilities evaluation form and it is attached with my comments. Overall, you are doing a very good job, and the questions are on target. You have combined evaluation questions (quality and satisfaction) with survey questions (behavioral information). This is not necessarily negative, but you should be sure to keep the evaluation section and the survey sections completely separate from each other. In your survey section, you are asking a lot of questions for which you probably already have information, such as "how did you register?"
Following up with a phone call survey is fine unless your customers are annoyed by the intrusion. Usually that is not the case, but it is something to be aware of. In addition, if you get a reasonable number returned (30%) and if your phone surveys confirm the information you get on the returned surveys, you can probably do less frequent phone follow-ups. Unless something changes in your process or in the services you offer, regular paper surveys and occasional phone follow-up is sufficient.