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Case Studies

Employee Satisfaction Surveys
Customer Service Surveys
Other Surveys

Employee Satisfaction Surveys

Employee Opinion Survey
Attracting, retaining and developing key people is crucial to the success of this company. This company has turned to SurveyConnect Services on several occasions for support on evaluating large survey projects. SurveyConnect has helped design, host and analyze data for various employee satisfaction surveys. Their spokesperson said, "SurveyConnect Services helped us really leverage the feedback we received on some of our largest surveys. We've tapped them under tight deadlines and they've come through brilliantly, giving us in-depth insight into our survey data and helping us identify trends that we may have missed. Their deep understanding of HR issues is extremely helpful and they are able to constantly provide suggestions on how we can better utilize the survey information to improve our employee relations."

Health Care Company Tracks Employee Satisfaction
A health care company needed to obtain feedback on employee satisfaction, setting a baseline dataset to be able to measure future progress. The company led the design of the survey, using some of the questions from the SurveyConnect’s library of over 1300 employee-focused survey questions. The employee satisfaction survey was printed and distributed via hard-copy, by company representatives. SurveyConnect completed the data entry on the surveys, and completed the reports and Executive Summary for the company. The company has since started working with SurveyConnect to complete an external customer survey, and re-survey the employee base as well.

An HR Consulting Firm uses SurveyConnect Services to Administer and Analyze Survey Data
Every year, a nationally recognized Human Resources consulting firm deploys the same standardized survey to tens of thousands of employees. In order to manage costs for their clients, they needed to find a cost-effect way to handle many of the back-end, administrative tasks associated with implementing the surveys so that their time could be spent more effectively working with the clients to design programs and address issues that area highlighted as a result of the surveys.

This firm turned to SurveyConnect Services to handle the technical logistics associated with administering and analyzing the survey data. While the support from SurveyConnect Services is entirely transparent to the consulting firm's clientele, they are able to expand their breadth and depth of their services without substantially increasing their costs to support the surveys. They can also, therefore, concentrate on the core of their practice - providing value-added consulting services that translate the survey data into effective and appropriate programs of change.

A Small Company Looks to SurveyConnect Services to Host and Analyze Values Survey
Quick access to data is crucial for a small businesses. A SurveyConnect client recently needed to solicit specific feedback from the employees in their organization in an effort to align the core values that would form the basis for the company as it grows.

Once they completed the survey design themselves using Survey Select Expert, they then called SurveyConnect Services to host the survey on the web, and complete the analysis of the survey. The survey was posted for approximately 2 weeks, and all reports were completed and delivered to the customer within 10 business days.

This quick turn-around time allowed the customer to meet the deadline for feedback that was required by the management team.

Health Care Company Quantifies Internal Department Effectiveness
A multi-national health care company regularly relocates employees company facilities, worldwide, to work 18 - 36 month assignments. The company's HR group, tasked with supporting the relocation for these employees, faces enormous challenges associated with the logistics of moving hundreds of employees and their families to their international assignments.

This HR Group was interested in measuring the effectiveness of their relocation program from the viewpoint of the transplanted employees. Specifically, they wanted to benchmark certain processes and procedures associated with their relocation program and measure the level of employee satisfaction as they implemented ongoing process improvements.

The company worked hand-in-hand with SurveyConnect Services to create a targeted survey that could be administered worldwide. The survey, which is distributed on a quarterly basis, is targeted to all employees that live in one country but are assigned to another country for a one to three year period of time.

As a result of this survey process, the company has been able to target specific procedures that are working well, and others that might need to be changed. The surveys give them specific information by geography and by assignment so that they can determine whether processes are effective worldwide. The HR department hopes that this "conversation" with their internal customers will allow them to make continuous improvements to the program, while also keeping the aspects of the program that are already working well.

Customer Service Surveys

Ongoing Customer Feedback Survey
This client had an online service, and wanted the ability to capture customer satisfaction information on an ongoing basis.

The client, in collaboration with a SurveyConnect survey expert, designed the survey. The survey was distributed via the Web, on a website hosted by SurveyConnect. The company supplied SurveyConnect with a deployment list that contained contact details and product information on a weekly basis. SurveyConnect generated and sent invitations via email to the contacts on the list, providing a unique URL in each invitation for the contacts to use to complete the survey.

After surveys were submitted, SurveyConnect collected the results weekly and entered them into an Excel document containing serveral pivot table reports and open-ended responses with a custom-designed automated system, then sent this report to the client.

Financial Institution Tracks Internal Customer Satisfaction
SurveyConnect worked with a large financial institution to develop a program to obtain customer/employee feedback regarding satisfaction with twelve business units of their internal Services Department. Different approaches were taken based upon the business unit the customer base and the frequency of use of the services. A scorecard was developed to track baseline data and progress against goals.

Other Surveys

Competency Survey for Large Consulting Company
SurveyConnect helped a large consulting organization with their competency survey for the Europe, Middle East, and Africa groups. The goal of the survey was to create a repository database of consultant skills to enable the assignment of consultants based on the best available skills. SurveyConnect hosted the survey online, collecting information regarding the various skill-sets of every member of the consulting team. The survey was hosted for a month and allowed people to login with their email address, partially complete their survey and save their responses to return at a later time to complete the survey. The application also allowed the tracking of who was responding and who was not responding, which allowed for a very efficient follow-up of the non-respondents. The response rate was over 81% overall, and it reached 100% in 14 out of 20 countries.

System Training Feedback
A large manufacturer was installing a total system change in approximately 40 of its plants nationwide. The Business Process Change Leader for the organization managed the changeover - from initial configuration through implementation. "With such an enormous - and costly - system changeover, I felt it was important to help employees manage the change.” Implementation of these surveys was a complicated task. The organization had to conduct surveys as each plant rolled out the new system to gain an overall understanding of its success. To gain meaningful data, the organization surveyed between 30-35 people at each of the plants. When complete, SurveyConnect compiled the data into executive summary reports for the organization. These reports quantitatively and qualitatively measured the data and delivered the information in a usable format.

Government Agency to Understand ROI of Conference
After a government agency conducted a national conference, they needed to follow-up with the attendees to measure the success of the conference. Specifically, they wanted to determine if information disseminated during the conference resulted in changes in the behavior of attendees. Several months after the conference, the Agency contacted SurveyConnect Services to help them deploy a Web survey. Once the survey was designed and posted to the web, conference attendees were contacted and asked to access the survey visa web-browser to provide insight into their experience during and after the conference. Once the attendees had taken the survey, SurveyConnect services helped analyze the data and provided reports to the agency. The survey results quantified the return on investment for individual attendees and provided the agency with specific examples of changes in behavior made as a result of the lessons learned at the conference. This data reinforced the agency belief in the value of the conference and gave them quantifiable data, on an individual and aggregate level, which they were able to report back to all of the conference attendees.

Human Resources Research Survey
SurveyConnect has worked with a large Human Resource consultancy practice to publish a proprietary web survey with feedback capabilities as part of a research effort to understand the factors influencing the performance of top management teams. The survey has have automated feedback capability, providing insights to each individual upon completion of the survey.

A Consulting Company uses SurveyConnect Services to Host their Web Surveys
This firm designs and analyzes survey data themselves, but they needed some help on the administration side of the survey process. Once designed, SurveyConnect Services deploys the surveys on the web. At times different levels of security are used; sometimes incentive programs are developed to increase the number of respondents. Once the data is collected, a tab-delimited data set is sent back to the customer for their analysis.

Consulting Organization
SurveyConnect helped a large consulting organization with their competency survey for the Europe, Middle East, and Africa groups.

The goal of the survey was to create a repository database of consultant skills to enable the assignment of consultants based on the best available skills. SurveyConnect hosted the survey online, collecting information regarding the various skill-sets of every member of the consulting team.

The survey was hosted for a month and allowed people to login with their email address, partially complete their survey and save their responses to return at a later time to complete the survey. The application also allowed the tracking of who was responding and who was not responding which allowed for a very efficient follow up of the non-respondents.

The response rate was over 81% overall, and it reached 100% in 14 out of 20 countries.