What is important at this time?
- Tangibles – evidence or impact of service
- Reliability- consistency, and dependability.
- Responsiveness – certainty of response and willingness and timeliness of service.
What tools might be suitable?
Surveys can be done with paper based forms or using online survey tools.
Specific questions will need to be designed for each service, however some generalised questions that are aimed as seeking information about the customers experience may include:
- What have you found useful about your work with (service)?
- What do you think they might do differently?
- What positive things do you hope they might do?
- Was the worker always on time / sometimes on time/ never on time?
- If a problem cropped up that made them late, did someone let you know?
- Did you feel they listened to you?
- Did you feel they understood your point of view?
- Did they help you understand the options available to you/ what might be expected of you / how you could take more control of the situation?
- Do you feel your situation has improved and do you think this is directly related to being involved with (service)?**
- Do you feel safer / more in control of your life as a result of working with (service)?**
**Its important to remember that the impact of service delivery is not always an indicator of the customer experience
- Survey Pro is a paid online service
- LimeSurvey is a free open source tool
- Checkbox is a paid service that also allows the use of simple emoticons and sliding scales
- Opinio is a paid service that provides many options including mobile platforms and step by step guides.
- Google forms is a useful tool, and it is 100% free and offers much more than other free survey tools.
- Typeform There are some useful features in the free version, especially the unlimited questions and answers.
- Super Simple Survey lets you use a variety of icons that may be suitable to use (with support) with people with impaired capacity.
- Survey Monkey is one of the most well-known tools, however you must have a paid account if you want to export your data.
- Client Heartbeat is a paid version that offers some much more advanced reporting features.
Many of the online survey tools are not suitable for people who have accessibility needs. Australian researchers Gottliebson, Layton and Wilson identified that “most commercially available online survey tools were not actually ‘useable’ for many of the people with disabilities”. (P402, 2010)
Links to what others are doing
Comments & Feedback mechanism
Care Opinion is an independent, not-for-profit new web site which enables people to post their experiences of local social care services online, and in public (eg aged care, youth and disability care). Read more about Care Opinion.