Hi Lorna,I have run surveys for clients - but they weren't 'hirer satisfaction' surveys as much as scheduled requests for feedback. I needed to be back in my office to look in archive discs but appear to have deleted the reports summarising them. I last ran them quite a few years ago (2014 - 2018 ish?) and they weren't found to be terribly useful so we stopped.For originally two clients (and I then spread it across other clients with their permission) they wanted to know ifa) They/MBS were doing a good job in meeting the needs/wants as a venue.b) What was wanted to be improved and what they could improve.c) Why the hirer had chosen the venue.We worked to build a relationship quite deliberately. I sent out termly emails, hoping that people were well/enjoying the season, reminding people to book for the next term and bringing up any specific requests from clients (turn lights off etc.) and once a year I gave a link to a very simple google form with two or three questions and an open/free block as well as saying, 'we always welcome feedback' and asking at least one of the questions because there are those who want to hit reply and/or don't trust links.After three years I didn't find we were getting enough useful information. Some gems - the top reason for using our venue (across all ten MHs) was 'you answer emails/phone calls' or similar statement, quite a few people said that they had chosen the venue because they approved of/wanted to support/felt in tune with Quakers.But the things they wanted us to improve were often nigglements we couldn't do anything about (lack of car parking or insulation between two areas with sliding doors for example) and the hirers often appeared to feel that as they'd answered the questions we should be doing more about it.We moved to other metrics - including as Klaus mentioned retention, return rates etc. If I was asked by a client to do them again I'd want very clear scope for the work and look to see if there was another way to get that information, or design the questions and how they were asked to fit.The only other feedback survey I've run was done for one client to specifically ask about how MBS were handling the room hire business to feed into a new business plan - and we added in questions about the venue and usage as well.Hope that helps!_______________________________________________On Sat, 3 Aug 2024 at 07:48, Room Lettings <wfmhouse@gmail.com> wrote:Couldn’t agree with you more, Klaus! Friend speaks my mind._______________________________________________Kate BoneBookings ManagerWandsworth Quaker MeetingSent from my iPhoneOn 2 Aug 2024, at 17:59, Klaus Huber <boawarden@gmail.com> wrote:Hi Lorna,The ongoing silence to this thread suggests to me that maybe nobody has yet ventured into this in any formal way. Personally I hate customer satisfaction surveys like the plague. Having said this, I often ask one-off or occasional hirers "Was everything alright?" when (or if) I see them at the end of their booking. And when encountering a regular hirer in person, I may ask them "How's it going?"Occasionally I've had hirers volunteer feedback on their own initiative. Not so long ago I had a very nice thankyou card from a regular hirer when they finished using us, others may send Christmas cards with appreciative comments, and some of the feedback is, of course, constructive criticism - which I always try to address and do something about.The problem I have with formal surveys is that they proliferate the excessive quantification of the quality of people's work. In the end of the day, if I keep getting new prospective hirers to contact me on the basis of our place having been recommended by existing or former hirers, then I know that I'm doing something right, even if my customer satisfaction survey average rate may have dropped from 4.3 to 3.9 out of 5.Best wishes,Klaus HuberResident Warden, Bradford on AvonOn Thu, Aug 1, 2024 at 9:13 PM Westminster Wardens <westminsterwardens@gmail.com> wrote:Dear all - I'm just bumping this again in case someone sees it who has had experience of doing hirer satisfaction surveys. Any experience or advice appreciated!with all my best,Lorna.Lorna RichardsonPremises CoordinatorWestminster Quaker Meeting House (Religious Society of Friends)07897 5919618 Hop Gardens, off St Martins Lane, London, WC2N 4EHIf requiring assistance in an emergency, call 07895 978 092Please note I am part-time, and work flexible working hours; I don't expect anyone to respond outside their own normal working hours._______________________________________________On Fri, 21 Jun 2024 at 11:46, Westminster Wardens <westminsterwardens@gmail.com> wrote:Dear all,May I ask how, and how often, any of you conduct customer satisfaction surveys amongst hirers? Who in your structure does it (warden/premises manager, or someone from the LM), and what are you hoping to get out of it?Any experiences would be very welcome to hear!Thanks,Lorna.Lorna RichardsonPremises CoordinatorWestminster Quaker Meeting House (Religious Society of Friends)8 Hop Gardens, off St Martins Lane, London, WC2N 4EHIf requiring assistance in an emergency, call 07895 978 092Please note I am part-time, and work flexible working hours; I don't expect anyone to respond outside their own normal working hours.
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--Klaus Huber_______________________________________________
Warden
Bradford on Avon Quaker Meeting House
1 Whiteheads Lane, Bradford on Avon BA15 1JU
Tel. 01225 865393
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