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.*
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.*
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.*
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
-- Klaus Huber Warden Bradford on Avon Quaker Meeting House 1 Whiteheads Lane, Bradford on Avon BA15 1JU Tel. 01225 865393 bradfordonavonquakers.weebly.com
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 if a) 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! Yours in peace, Wendrie Heywood she/her MindfulBusinessServices.com Book a meeting with me <https://calendly.com/mindful-business-services> 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 Bone Bookings Manager Wandsworth Quaker Meeting
Sent from my iPhone
On 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 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.*
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
-- Klaus Huber Warden Bradford on Avon Quaker Meeting House 1 Whiteheads Lane, Bradford on Avon BA15 1JU Tel. 01225 865393 bradfordonavonquakers.weebly.com
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
Hi Wendrie and Friends, We made a short film of what some of our hirers said and put it on the website: https://winchesterquakers.org.uk/room-hire/ Probably more difficult to put in a database than a survey, but it's great outreach. Andy Andrew and Lorraine O'Hanlon Warden-Managers Friends' Meeting House 16 Colebrook Street Winchester SO23 9LH 01962 864184 https://winchesterquakers.org.uk On Mon, 5 Aug 2024 at 12:59, Wendrie Heywood < wendrie@mindfulbusinessservices.com> wrote:
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 if a) 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!
Yours in peace,
Wendrie Heywood she/her MindfulBusinessServices.com Book a meeting with me <https://calendly.com/mindful-business-services>
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 Bone Bookings Manager Wandsworth Quaker Meeting
Sent from my iPhone
On 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 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.*
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
-- Klaus Huber Warden Bradford on Avon Quaker Meeting House 1 Whiteheads Lane, Bradford on Avon BA15 1JU Tel. 01225 865393 bradfordonavonquakers.weebly.com
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
Hi Andy, That's fabulous - such a great idea! Kindest, Virginia Ford Centre Manager Kingston Quaker Centre Fairfield East, KT1 2PT KQC@KingstonQuakers.org Kingston Quakers hiring rooms web page <https://kingstonquakers.org/room-hire/> On Wed, 14 Aug 2024 at 10:45, Winchester Quaker Warden < winchesterquakerwarden@gmail.com> wrote:
Hi Wendrie and Friends, We made a short film of what some of our hirers said and put it on the website: https://winchesterquakers.org.uk/room-hire/ Probably more difficult to put in a database than a survey, but it's great outreach. Andy
Andrew and Lorraine O'Hanlon Warden-Managers Friends' Meeting House 16 Colebrook Street Winchester SO23 9LH 01962 864184 https://winchesterquakers.org.uk
On Mon, 5 Aug 2024 at 12:59, Wendrie Heywood < wendrie@mindfulbusinessservices.com> wrote:
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 if a) 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!
Yours in peace,
Wendrie Heywood she/her MindfulBusinessServices.com Book a meeting with me <https://calendly.com/mindful-business-services>
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 Bone Bookings Manager Wandsworth Quaker Meeting
Sent from my iPhone
On 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 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.*
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
-- Klaus Huber Warden Bradford on Avon Quaker Meeting House 1 Whiteheads Lane, Bradford on Avon BA15 1JU Tel. 01225 865393 bradfordonavonquakers.weebly.com
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
_______________________________________________ wardenship mailing list -- wardenship@lists.quaker.eu.org To unsubscribe send an email to wardenship-leave@lists.quaker.eu.org
participants (6)
-
Kingston Quaker Centre -
Klaus Huber -
Room Lettings -
Wendrie Heywood -
Westminster Wardens -
Winchester Quaker Warden