Snap News
July 2009
This month:
- Listen again to our Tips for Designing Great Surveys webcast
- Snap Poll - how often does your organisation carry out staff surveys
- Snap 10 half day training sessions
Worksheet 52
Removing Deleted Respondent Data
Snap stores respondent data in a file with the survey name and extension .rdf (respondent data file). Replies for each respondent are held in individual records in that file. When respondent records are deleted, they remain as empty records in the file. Although they do not affect the analyses, it is sometimes useful to remove the empty records completely.
» Worksheet 52 | » View all Snap worksheets
Snap Tip
Snap will usually rename questions when you insert new questions into a questionnaire. To stop it doing that use the Lock Name option: select the questions you want to lock names for, then click on the variable properties button and select "Yes" for Lock Names.
Snap Profile
Jason Wroe is Housing Director at Newydd Housing Association.
Since Newydd Housing Association bought Snap software in November 2007 they have carried out the 2008 STATUS survey and a number of other surveys. Prior to Snap they used Microsoft Publisher and input the results to Excel.
Jason comments, “Aargh, the agony of publishing the questionnaire and analysing the results!”
In Wales, Social Landlords are not obliged to carry out STATUS surveys which measure tenant satisfaction [it is statutory in England], but Newydd Housing Association opted to carry out the full STATUS survey of all 2300 tenants.
“We used Snap to prepare the questionnaire and bought the Housing STATUS questions library [SurveyPak] to fill out the majority of the questions. We had a 30% response for which some credit must go to the layout and readability of the survey, which was very long at over 130 questions! The enormous incentive draw of ten £100 prizes may also have played a part...”
Jason and his team are currently designing a much “slimmer” version of the STATUS survey for 2009, and are also putting together Newydd 90 surveys. These are surveys sent to specific tenants who have expressed an interest in receiving the survey to comment more directly on individual services the Housing Association provides.
“Surveys are one of the more interesting parts of my job because of the amount of times our assumptions have been disproved by the survey results, and our service has been changed to reflect the requirements of the customers. Coupled with that, I enjoy the people aspect of my job – people are always interesting and never the same!”
Customer service
Has customer service got better or are we giving organisations an easy time? In last month’s poll we asked how often you complained about poor service in restaurants, shops, on public transport etc. 63% said that you only complain about bad service sometimes, just 2.5% told us they always complain. In a recent SurveyShop marketing survey, only 6% of organisations are monitoring customer complaints channels and 9% carrying out customer satisfaction surveys. The McKinsey Quarterly reported that organisational cost cutting may well be leading to increasing service issues. Is there a widening perception gap between the service consumers feel they are getting and the levels of service organisations think they are providing? Can organisations afford to upset the silent majority? We will be looking into customer satisfaction measures in our seminar series this autumn » Register interest |
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Listen again to our webcast - Tips for Designing Great Surveys
Over 160 delegates joined us on 16 June 2009 for our free Webcast.
If you missed the webcast you can watch and listen to it now
» Click on this link
Thank you for all your questions. We certainly enjoyed presenting our first
webcast to such an enthusiastic audience from the UK, US and beyond.
» Answers to questions asked during the webcast
Open access to the webcast will be available until 15 July 2009.
The next webcast is in September, more details coming soon, watch this space!
UK Update
Up, up and away!
The Snap hot air balloon was invited to join over 20 other balloons in a take-off from the main runway at Bristol International Airport last month to mark the launch of the 2009 Bristol International Balloon Fiesta.
It was an early start for the Snap balloon team – Pete Wills, Snap Chairman, Rachel Phillips and Derek Taylor, Team Leader, from the Snap HelpDesk, as they prepared for the 5am take off! The Snap balloon was first to lift-off, taking the lead in the mass ascent. You might also find an image of the splendid Snap balloon on Google Earth in the UK, Victoria Park, Bath.
Also thank you to Phillip Stanbridge who sent us a snap of our balloon over Chew Valley Lakes.
Insight exhibition 30 June – 1 July Olympia, London, UK
Insight is the UK’s leading Market Research and Marketing Show. Whether you are a customer or someone thinking about buying Snap or commissioning SurveyShop, pop along for a chat. We are also demoing some of the latest features in Snap 10 » See you there!
Snap on the road in August (UK)
We’ll be in Sheffield on 4 August, London on 10 August and Bristol on 18 August. We want you to come along to this free half day event, tell us what you think about Snap and what you would like to see in future developments.
We are also offering a free hints and tips group session with Ken Mihill from Snap Training, any questions you have about Snap let us know and we will try to address them in this session [NB: the hints and tips session is not hands-on].
» Sign-up for your free user group place
Get hands-on with Snap 10 (UK)
In August, Snap Training are offering customers a chance to get hands-on with Snap 10. This PC based 3 hour session is led by Ken Mihill and will cover questionnaire design and analysis in Snap 10.
The cost is £50 per delegate.
Dates: Sheffield 4 August, London 10 August, Bristol 18 August
» Find out more and book your place today.
[Make a day of it and attend the Snap 10 training and the free user group...]
Greener paper surveys
Our paper surveys are printed on paper supplied by the only National UK paper merchant to date to have attained both FSC and PEFC Chain of Custody - promoting products sourced from sustainable forests under the scopes of FSC (Forest Steward Council) / PEFC (Programme for the Endorsement of Forest Certification) or are manufactured from recycled material. To find out more contact SurveyShop 01454 280 810 or » email usUS Update
This month we are represented at…
International Council on Hotel, Restaurant and Institutional Education (ICHRIE)
29 – 30 July, Hyatt Regency in San Francisco, CA, US
Snap Updates