School customer service presentation

Customers Count: Designing Customers Count: Designing Surveys That FitSurveys That Fit

Ramblewood Elementary School2006 GSA Recipient

Betty Colyer, PrincipalCheryl Akers

Donna YoungWorkshop Objectives:Understand the importance of customer surveys.Learn the basics needed to create effective surveys.Learn the basics of analyzing and using the information

from the surveys.Tangible Takeaway:

Samples of a variety of customer satisfaction surveys

The Ramblewood JourneyThe Ramblewood JourneyThe Innovation Zone

TrainingsThe Navigator

The District InitiativeTrainingSupportSuperintendent’s Quality Award

Customer Satisfaction SurveysAdministrative – quarterlyCustodial – quarterlyFront Office ServiceCar Pool LaneParent/Teacher/Student - Annual

““If the If the ‘‘customercustomer’’ feels like it was feels like it was poor service, then it was poor poor service, then it was poor service. We are in the customer service. We are in the customer perception business.perception business.””

Mark Perrault, Mark Perrault, Rally StoresRally Stores

Why Do We Survey?Why Do We Survey?Find the needs of our customers

Needs assessment is the first step Strategic plan comes next

Correct problemsTrack complaintsAssess inconsistencies

Improve on our proceduresUse surveys to help fine tune procedures

Keep customers happyUse surveys as a routinecheck up

Keep staff happySurvey staff for feedback

The Basics of Effective SurveysThe Basics of Effective Surveys

How long should your survey be?Long enough to get a complete picture of your needs.Make sure you indicate why you are conducting the survey.

Your survey needs to be aligned with your organizations mission.


How to assure you get attainable results.Phrase your questions in the positive as well as in the negative.

Make sure you note this when you analyze the data.

At least 2 people unfamiliar with your survey should respond to it prior to giving it to the public. Assure that it is clear.


How large should the sample be?Balance your sample to assure an accurate picture of the group

If you are working in a hospital, and need information about the emergency room, you would not survey your maternity patients.

When you survey a large group, you may want to choose a sample of the population.

Make sure you sample is random, but a fair representation of all groups involved.


Should your survey be anonymous?It would be nice to know who responds to our surveys, but reality is that most people will not complete the survey unless it is anonymous.

If you say it is anonymous, then you need to take steps to insure anonymity.


How many respondents are need for a valid survey?

The size of the survey will determine the response rate needed.

If we survey 20 and 7 do not respond, that is a problem.If we survey 100 and 7 do not respond, that is good.

The closer to 100% the better.

Survey Collection MethodsSurvey Collection Methods

Time to WorkTime to Work

Please take about 3 minutes to list 5 areas that you need to close a gap in your organization. They need to be within your sphere of influence.Share these with your elbow partner.

Time to WorkTime to Work

Use the survey that we gave you, and the information we have already shared, and adapt this survey for your organization.If you are here with others from your organization, you may work together.

Share among the group!

Analyzing the DataAnalyzing the Data

What should we consider in analyzing survey data?

Results should be communicated as simply as possible without distorting the information.Simple distributions with a number and a percent.A graph will add visual impact to the report.


Who should see the report?A sample should read the draft prior to publication. A copy should be made available to all survey respondents.A copy should be available for any stakeholder interested in reviewing the report.


Collaborative Data AnalysisBrainstorming

FreewheelingRound robin

Affinity DiagramsDefine goal, question, objective and problemBrainstorm, record ideas on sticky notesGroup like ideas togetherDraw final diagram

Analyzing the DataAnalyzing the DataCollaborative Data Analysis (con’t)

Force Field AnalysisIdentify situation, issue, goalBrainstorming driving/resisting forces.Prioritize forcesExplore reasons behind these forces. Why?Develop strategies to weaken the resisting forces and strengthen the driving forces.

Sample Format

Analyzing the DataAnalyzing the DataCollaborative Data Analysis (con’t)

Root Cause AnalysisThe Five Whys

This is a great method for determining the root cause of a recurring problem.You pose a question to solve a problem. The group brainstorms reasons why this occurred.The group will analyze this ideas, then ask why again.Continue for five why question.

By the end of the fifth why, you should have a much better idea of the root cause of the problem, and you can focus your energies on this.


“When using collaborative data analysis, team members must approach the process with an open mind, a willingness to participate, and respect for other’s opinions. After all, none of us is as smart as all of us!”

Lezotte, Lawrence W. Assemble Required: a Continuous School Improvement System. Okemos: Effective School Products, LTD., 2002. 63-77.

Coming together is a beginning.

Keeping together is progress.

Working together is success.

Henry Ford

Customers Count: Designing Customers Count: Designing Surveys That FitSurveys That Fit

Ramblewood Elementary School2006 GSA Recipient

Betty Colyer, PrincipalCheryl Akers

Donna YoungWorkshop Objectives:Understand the importance of customer surveys.Learn the basics needed to create effective surveys.Learn the basics of analyzing and using the information

from the surveys.Tangible Takeaway:

Samples of a variety of customer satisfaction surveys

School customer service presentation

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Transcript of School customer service presentation