Since 1989, Elliott Brown & Associates has designed and implemented surveys for a wide variety of clients in the public and private sectors. We do paper, telephone and electronic (web-based) surveys, as appropriate. Some examples of our survey work are described below.
Our assessment process starts with understanding our clients' information needs and how they plan to use that information. Working closely with our clients, we custom-design and administer the appropriate instruments. Whether the purpose is to assess the satisfaction of customers, employees or other constituencies, to better understand their perceptions, needs or attitudes in specific areas, or to gauge receptivity or reactions to recent or proposed changes, we can design surveys which will effectively capture that information.
Once we have gathered the necessary information about the organization, using such tools as self-assessment questionnaires, interviews with key stakeholders, employee and/or customer focus groups, and reviews of relevant internal data, we construct, test and refine survey instruments which will produce organizational buy-in up front as well as the quality of information our clients require. We choose the appropriate medium for conducting the survey: paper, telephone, electronic, or in-person interviews, and we propose appropriate methodologies to maximize response rates. The results of our surveys are presented in user-friendly formats to ensure ease of understanding and maximize their usefulness.
Among the areas we can help you assess are:
- Customer Satisfaction
- Employee Satisfaction
- Satisfaction with Interdepartmental Service
- Satisfaction with Internal Programs and Processes
- Employee Empowerment
- Employee Attitudes/Concerns/Opinions Regarding: New Programs, Projects, Policies or Initiatives; Mergers, Acquisitions, Consolidations, Downsizing
From this assessment we can recommend appropriate actions to remedy weaknesses, build upon strengths, and supplement and refine existing programs and processes.
Following are some examples of our survey work.
© 1998 Elliott Brown & Associates
We designed and conducted comprehensive employee and customer satisfaction surveys for a chain of 23 skilled nursing facilities. As a result, they identified training and management communication weaknesses and several other workplace issues, and took targeted action to improve the productivity of their more than 3000 employees. As well, they significantly improved customer satisfaction as a consequence of the specific actions taken as a result of the surveys.
We designed and implemented a comprehensive employee survey, in English and Spanish, for an 1100-employee manufacturing company, discovering the reasons for a significant increase in defects, and identifying a clear need for changes in management processes, training and communication.
We designed and implemented an employee survey of the branch employees of a 104-branch bank, identifying employee issues with recent program and policy changes and helping the bank appropriately refine those changes.
We created 10 product-specific survey instruments for a major financial services institution, permitting it to get continuous feedback from its customers regarding each of those products.
We helped a major appliance dealer-financing company design and conduct a survey of their 12,000 dealers, resulting in the identification of regional issues and the reallocation of resources to areas of greatest customer concern.
For the City of San Bruno, California, we surveyed 18,500 registered voters to solicit their opinions regarding economic development priorities. More than 5,200 responded, enabling the City Council to prioritize its development projects.
For the Navy Public Works Center, we designed and administered a survey to measure the satisfaction of their customers-naval ships and bases.
For a large not-for-profit home care and hospice agency, we designed and conducted a satisfaction survey of key referral sources to provide insight into ways of increasing the volume and quality of referrals. We also designed and conducted a comprehensive employee survey for the agency.
We surveyed students, faculty and staff of the College of Notre Dame in Belmont, California, to get their perspectives on the college's culture, climate and direction.
We developed and implemented a customer satisfaction survey for a healthcare claims processing company whose customers are health insurance companies.
We designed and conducted a telephone survey of customer satisfaction for a high-tech equipment lease financing company.
We designed and implemented a 360° Leadership Evaluation process for the Executive Team, Program Administrators and Corporate Managers of a provider of mental health services.
© 2002 lliott Brown & Associates