1. Lack of buy-in

Lack of understanding the survey objectives and lack of top down commitment to making the survey successful.

2. Poor survey project design and development

Use of an unproven survey process; failure to get customers' perspectives and needs; and insufficient questionnaire testing.

3. Ill-defined customer groups

Inadequate identification of constituent groups and lack of statistical reliablility.

4. Unreliable and invalid data

Use of questions that produce ambiguous and incorrect results.

5. Insufficient analysis

Failure to get the most from the data collected that would help in further understanding the results and directing improvement efforts.

6. No action taken

Failure to set improvement goals and to act upon them to meet agreed upon service levels.

7. Lack of communication

Failure to communicate the survey results and to employ methods to maintain open communications.

8. Not measuring the right things

Indiscriminately substituting internally generated performance measurements in place of customers' perception of service.

To learn more about overcoming survey failure, please Contact Us.

"The final membership survey report clearly reflected the common sense, professionalism and responsiveness that your staff displayed throughout the project. It was a pleasure to work with your team."