Latest Case Studies

Hetton School

School Incident Report Optimiser

Hetton School is committed to supporting all aspects of Every Child Matters. Their anti-bullying policy is clear and well understood by pupils who were involved in it's development throughout. As a forward thinking school they have embraced the government’s recent NI69 recommendations to tackle bullying in schools and been quick to implement a solution to ensure compliance and more importantly, continue to keep pupils and staff safe.

The ability for pupils to volunteer sensitive important information with complete anonymity appeals to our Pastoral care team, as we know that it is important to provide a comfortable, easy to use medium to achieve this. Naturally being able to track and report on all incidents from the first instance through to resolution is invaluable, as is the administration time saving aspect freeing up staff to implement appropriate action

Peter Howey
Assistant Head Teacher
Hetton School

BT South Tyneside

Customer Service Centre

"In South Tyneside listening to our customers is very important to us. We want to deliver services that our customers want and which meet their specific needs, and we can only do this by listening to what they tell us so that we can improve our services. In our new face-to-face Customer Service Centre we believe we deliver excellent levels of customer service, and in order to back this up we wanted to survey our customers to gauge their satisfaction. It was also important to us that we could compare this information with the satisfaction data we collect from other channels such as the telephone and internet. The Survey Response Optimiser Customer Satisfaction Survey allows us to do just this.

In addition to this, the council has recently entered into a partnership with BT and customer service is now delivered through BT South Tyneside. One of the key performance indicators we must set under this new Partnership is the level of customer satisfaction. Using Survey Response Optimiser we are able to baseline our satisfaction levels in the Customer Service Centre so that we can set challenging targets for our performance over this next year.

We have worked closely with Business Performance Optimiser to develop a survey format that is easy to use and to extract data from."

Helen Dainton
Customer Services Manager
BT South Tyneside

Perth and Kinross Leisure

Customer Surveying

"In 2008, Perth and Kinross Leisure were actively looking for a solution to surveying our customers by email rather than the traditional paper based surveys and questionnaires.  Survey Response Optimiser has given us the opportunity to research the views of a number of groups or users and non-users by email - ensuring a larger and faster response. Our latest questionnaire which was targeted at secondary school age pupils received 143 responses, which is the largest response we have ever had when targeting this age group.

We have found Survey Response Optimiser a very useful tool to improve communication between ourselves and our existing and potential customers. Additionally the customer support from Business Performance Optimiser has been excellent."

Karen Taylor, AMRS
Research and Information Officer
Perth and Kinross Leisure

The Hayward

Customer Satisfaction and Retention

The Hayward is a well established Blackpool Guest House with a reputation for excellence and guest satisfaction.

The proprietors take a keen interest in their guest's views and were looking for a method of seeking and recording visitor feedback. The traditional guest-book comments and verbal feedback on their guest's departure provided confirmation of good service or satisfaction, but no marketing or analytical abilities.

They invested in Survey Response Optimiser as it would allow them to:

• Seek, record, store and act upon genuine client feedback.
• Gain critical feedback on any aspect of their business or service, which a guest may not normally volunteer face-to-face.
• Create their own "in-house" surveys quickly and at a low cost.
• Demonstrate to guests how important client satisfaction is to them.
• Encourage repeat bookings by reminding guests of their services.
• Provide genuine data for external organisations with regard to service and satisfaction levels.
• Obtain data for trend analysis.
• Identify areas for improvement.
• Report on marketing incentives and activity.
• Handle any complaint professionally, from receipt to conclusion.

"I am impressed with the friendly but comprehensive training provided. I find Survey Response Optimiser easy to use and value it as an integral marketing tool. If you know how to send an email, you can use it and I need only to encourage one repeat booking per week to cover my return on investment in Survey Response Optimiser!"

April Reading
Proprietor
The Hayward