Running the centre
Satisfaction survey
A satisfaction survey is the questionnaire a residence uses to ask residents or families how they rate a service, an activity or the residence as a whole. It can have one question or several, and it is only as good as its design, when it is sent and how many people answer it.
Also known assurvey · satisfaction questionnaire · feedback survey · quality survey
How it is designed
The usual form is the Likert scale: a statement and several answers running from "strongly disagree" to "strongly agree", with three, five or seven points in most cases. It has well-known biases: people avoid the extremes, tend to agree with whatever is put to them and answer what looks good. Balancing positive and negative statements partly corrects the second; asking little and asking specifically helps with all of them.
What changes the result most is the timing. A survey about a fault, sent when the ticket is closed, is a CSAT; one about the whole residence, at the end of the term, is closer to NPS. On WhatsApp there is also a Meta rule: if the 24-hour window is closed, the message has to go as a template, and a generic survey or request for feedback is not approved as a utility template. Bedel's activity surveys: events and activities.
Worth knowing
What people take for granted: that a survey is anonymous because the heading says so. If answers are stored next to a name or phone number, or results are shown with two or three responses, it is possible to tell who said what. Anonymity depends on how answers are stored and when they are shown.
Sources
Related terms
- CSATCSAT (customer satisfaction score) is the satisfaction measure asked for right after a specific service, with a short question and a scale of a few options. It is given as the share of all responses that reach the level set as "satisfied".
- NPSNPS (Net Promoter Score) is a loyalty index based on a single question: from 0 to 10, how likely are you to recommend the service to a friend or relative? It subtracts the proportion of detractors from that of promoters and runs from -100 to 100.