Three different case studies are described below. Click the short description to jump to the case study it describes.
- Simple customer survey, minimal support
- Re-run an existing employee survey, develop and produce special graphs and compare with prior year
- Employee survey, Develop an instrument and run a survey
Case Study; Simple customer survey, minimal support
Background
The company had 250 regular clients and wished to carry out an anonymous client satisfaction survey at minimal cost.
Client actions
They designed and photocopied their own short questionnaire, copying it onto company letterheading to produce quite a professional-looking result. They mailed it to clients with a letter explaining why they needed the feedback and what they would do with the results, enclosing an envelope bearing a self-adhesive label with the QUANTIFY FREEPOST address.
QUANTIFY service
We received, opened, keyed and analysed the data and provided reports using one of our standard reports - the subset comparison report showing the results from six different kinds of client, each compared with the average results for the whole survey.
QUANTIFY Fees
| Item | Fees in £ |
|---|---|
| QUISH package 18 keystrokes; 115 responses; 7 subsets | 700 |
| Expenses: Incoming postage; consumables | 43 |
| TOTAL Fees | 743 |
Case Study; Re-run an existing survey
Background
The client company employed 3,350 people. They had run an employee survey previously and had made some organisational changes and introduced new training and development initiatives to address the issues it identified. They had used a bureau to key the data but had analysed it in house and presented the results on graphs drawn in the personnel department. The response rate had been disappointing, and some employees had expressed concern that their individual responses were visible to people they knew in the personnel department.
Requirement
They now wanted to repeat the exercise, using exactly the same instrument. The turn-round from the data keying bureau had not been as quick as they had wished, and the analysis and presentation of the data had been a tremendous chore. In particular, the drawing of the graphs had been very time-consuming, though managers had so appreciated this style of presentation that many more were now asking to see their department's results from the new survey presented using similar graphs.
Client actions
The client arranged for the questionnaires to be printed, and distributed them through the internal mail with a covering letter from the MD emphasising the importance of the exercise, and the improved arrangements for confidentiality in this year's survey; together with a QUANTIFY business reply envelope.
QUANTIFY service
We received the incoming responses, keyed the data, analysed the results and developed as a bespoke report a computer generated version of the graph which had become so popular. A week after the day on which we agreed with the client that no more responses would be accepted, we delivered a set of graphs for each of 150 managers showing the results for his / her area compared with the company as a whole. We also delivered simple tabulations showing results compared with those obtained from the first survey.
QUANTIFY Fees
| Item | Consultant days |
Fees in £ |
|---|---|---|
| QUISH package 97 keystrokes; 2,373 responses; 1,500 subsets | 10,200 | |
| 3,350 QUANTIFY business reply envelopes @ £30 per 1,000 | 100 | |
| Expenses: Incoming postage; consumables | 717 | |
| Development of graph generator | 1.5 | 1,200 |
| Production of graphs | 0.5 | 400 |
| Prior year comparison tabulations (including manipulating
prior year data to compatible format |
0.5 | 400 |
| TOTAL Fees | 13,017 |
Case Study; Employee survey, Develop an instrument and run survey
Background
The client company employed 1,200 people. Of these, 800 were of long standing, but the other 400 belonged to a business which had just been acquired. The different cultures of the two organisations seemed to be causing communication problems which were probably contributing to the obvious antagonism between the staff of the acquiring, and acquired divisions - the winners and the losers as they were coming to think of themselves.
Requirement
The company wanted to diagnose the problems to help decide how to go about the process of integrating the parts. An off the shelf employee satisfaction measure would not address their questions, so they needed a special instrument to be developed. Then they wanted help with running the survey and interpreting the results.
QUANTIFY service
We met the management team to hear their view of the problem, and the issues they specially wished to measure. Armed with this information we ran focus groups with representative employees drawn separately from the acquiring and acquired companies. From these, we established many common points of grievance, and some which were starkly different. We drafted a list of items to measure the issues, as we now understood them, and the various management and staff viewpoints on them.
The management team accepted the proposed items list with a few changes and cut out one item which they thought too controversial. We then designed the instrument, prepared artwork and arranged for the printing of the questionnaires.
Questionnaires were distributed internally with QUANTIFY business reply envelopes. We received the incoming responses, keyed the data, analysed the results and produced reports using one of our standard reports, the Response Tally Report Ten days after the actual closing date we met the management team again to present the results and deliver a set of reports showing for each of the four sites the total response as well as the replies received from subsets of employees matching six different job types, four functions and four length of service categories. We also delivered subset tabulations to compare the results for the different sites, job types, functions and length of service categories showing where there were significant differences between them.
After an interval for reflection, we met the management team again to facilitate the development of a range of initiatives designed to cement the integration of the two organisations, and we subsequently introduced QUANTIFY associates to help in carrying out those initiatives.
QUANTIFY Fees
| Item | Consultant days |
Fees in £ |
|---|---|---|
| Attend briefing meeting with management team | 0.5 | 400 |
| Prepare and run two employee focus groups | 2 | 1,600 |
| Draft items list & attend review meeting with management team | 1.5 | 1,200 |
| Change items, design questionnaire & produce artwork | 1 | 800 |
| Print
1,200 questionnaires on 100 gsm
white A3; one side black, one side black and green & fold to A4 |
250 | |
| QUISH package 79 keystrokes; 780 responses; 61 subsets | 2,200 | |
| 1,200 QUANTIFY business reply envelopes @ £30 per 1,000 | 36 | |
| Expenses: Incoming postage; consumables | 248 | |
| Prepare presentation and attend meeting to present results | 1 | 800 |
| Attend meeting for development of initiatives | 0.5 | 400 |
| TOTAL Fees | 7,934 |
