Tracking Surveys

Ensures action plan is working so as to modify if necessary

A key principle in our methodology is that collecting data is not a one time event. To be successful you must be constantly monitoring your progress vs. competition and determine if your plan is improving business results. However, even after deciding on an implementation plan, how do you ensure customers find value in this plan? Does the plan allow you to retain and win more business?

Tracking Surveys - Ensure stakeholders have a clear understanding of how customers are responding to the implemented strategic improvement and marketing plans by designing and collecting the data necessary to evaluate your progress. Mastio does this by:

  1. Working with you to decide which factors (events) to monitor and track.
  2. Design a questionnaire to collect the data needed to track these events- usually a couple of rating questions vs. best in class (scale of 1-10) and one open-ended question that probes their numerical answer. The total survey time should be less than 2 minutes.
  3. Build web-based survey hosted by Mastio.
  4. Create survey sample - you would be required to develop a survey sample for each metric you desire to be tracked. We would like to ensure your customer base is not over sampled.
  5. Communicate with survey sample (1) your value proposition and the improvement initiatives being implemented based upon the MASTIO Study, (2) that you now willing be monitoring if your improvement initiatives are working and (3) ask them for their support in providing feedback.
  6. After an event takes place, (i.e. shipment, customer service interaction, etc.) you would send an e-mail to the most appropriate person within your customer’s organization asking them to click on a link to complete a 2 minute survey. Thus, you would be possibly sending several e-mails to the same customer but targeted to the most appropriate person to respond.
  7. Mastio will analyze the data and report results to you quarterly. An example of a graph from the plastics industry for the factor “Shipments & Logistics” is as follows:

 

For more information on MASTIO's Tracking Surveys please contact us at (001)816-364-6200.