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 Huber

Resident Warden, Bradford on Avon

On 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 Richardson

Premises Coordinator

Westminster Quaker Meeting House (Religious Society of Friends)

www.westminsterquakers.org.uk

www.westminsterquakers.org.uk/room-hire

07897 591961

8 Hop Gardens, off St Martins Lane, London, WC2N 4EH

If requiring assistance in an emergency, call 07895 978 092

Please 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 Richardson

Premises Coordinator

Westminster Quaker Meeting House (Religious Society of Friends)

www.westminsterquakers.org.uk

www.westminsterquakers.org.uk/room-hire

8 Hop Gardens, off St Martins Lane, London, WC2N 4EH

If requiring assistance in an emergency, call 07895 978 092

Please 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
bradfordonavonquakers.weebly.com

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