Tracking Satisfaction

    <p>Chris continues the discussion on Satisfaction Research in this podcast by discussing how to track or monitor satisfaction. The process should always start with a comprehensive research effort to identify the areas where change is needed, the specifics of what matters, and the magnitude of impact you can expect when you address points of pain.&nbsp;But once the KPIs have been established and customer centric initiatives have been initiated, tracking becomes an important part of the management process.</p><p>In this podcast Chris discusses how to develop effective Key Performance Indicators (KPIs) and the things to keep in mind when developing a tracking survey.</p><p><strong>1. Effective KPI’s are</strong></p><p>a. Actionable</p><p>b.&nbsp;Understandable</p><p>c.&nbsp;Empowering to your staff</p><p><strong>2. Key thoughts on how to compose a Tracking Survey</strong></p><p>a. Should contain 6-10 simple questions</p><p>b. Either relationship or transaction based</p><p>c. Questions should be based on KPIs</p><p>d. Questions should reveal demographic information</p><p>e. Outcome variables</p><p>f. Warm email invitation with valuable information</p><p>g. Establish a cadence to analyze and share data with team and customer.</p><p><br></p><p><em>“Measure things as often as you think they will change” </em></p><p>– Chris Clegg</p><p><br></p><p><strong>Links of Interest</strong></p><ul><li>Can you have too much data? Here’s an article by PortMA on the topic <a href="http://portma.com/too-much-data" target="_blank">portma.com/too-much-data</a></li><li>What is PortMA’s approach to measurement? Visit <a href="http://portma.com/comprehensive-approach-measurement " target="_blank">http://portma.com/comprehensive-approach-measurement&nbsp;</a></li></ul><p><br></p>