A survey is defined as a set of questions used to collect feedback for a specific time frame about a specific service, which may be delivered to citizens through multiple service channels or to other agencies who are your clients. A repeat survey involves using the same questions again at a later date to obtain feedback about the same service to see if the level of satisfaction has changed.

Basic Survey Service:

• Set up an English language survey to collect feedback from either citizens about a single service channel or, from clients, using the CMT questions.
• Add up to four demographic questions, as desired.
• Run the survey for up to 4 weeks.
• Provide basic reports in PDF format.
• Export results to you in an Excel file.
• Provide online, real-time monitoring of the number of survey responses.
• The first time we do a survey for you we will provide free web based access from the time your survey starts until 1 month from your survey close date, to our software that lets you search the comments for specified words or phrases.

Basic Reporting

Rating question information:
For each channel surveyed in a citizen satisfaction survey or for a client survey, the basic reports for Satisfaction and Importance rating questions consist of:

• The overall average satisfaction rating based on all satisfaction ratings.
• Question by question satisfaction rating and importance ratings. This information allows you to do a performance/importance analysis that should drive setting the priorities for service improvement.
• For the satisfaction and importance questions, the information consists of:
  • the question
  • the response options
  • a count of the number of responses per question
  • within question, the number of responses for each response option
  • the mean response value
  • the standard deviation associated with each mean value

Comments Report:
This report lists the comments received for each question that asked for comments. When you use the web based comments search, if a particular question scores low, you may want to search the comments for relevant words to review only the comments pertaining to that topic. All comments, in question order, can also be viewed.

Non-rating questions:
For non-rating questions, which are usually demographic questions, (e.g. the number of respondents in the age range A - B, B - C, etc.) the report shows a count of the number of responses for each response option.

Optional Add-on Services:

• For citizen centered service satisfaction surveys, collect feedback on multiple service channels within one survey.
• Provide the option to the respondent to do the survey in French or English.
• Use a targeted survey via e-mail invitations sent to specific people, with an optional reminder email sent about a week later to those who have not finished the survey.
• For repeat surveys, use our web-based Business Intelligence results analysis software to compare results over time.
• Web-based word/phrase search through comments. (Included for free the first time you run a particular survey).
• Upload your results to the ICCS Benchmarking database, thereby contributing to the CMT Benchmarking Reports. This option is free. It is up to you as to whether or not you ask us to transfer your results.
• Have us store survey questions for later repeated surveys.
• Have us store your results so that information can later be compared to earlier surveys using our Business Intelligence software.
• Add non-core CMT questions.
• Custom reporting. Talk to us if you want reports other than the standard ones. You may also benefit from using our web based results analysis, report creation, report distribution, and digital dashboard service provided through our Business Intelligence software.