Client & Employee Satisfaction Tool Case Study

A business interested in getting clear, quantifiable data on the satisfaction levels of their 200 customers and 75 employees.

Most commercial tools and programs seemed to be designed just to collect responses on a rolling basis. As a result, the company was manually sending out surveys, then exporting the results to Excel to tabulate the scores.

Between the two processes (employee and client satisfaction), the company was spending 50-60 hours a quarter across multiple resources.

Due to the manual nature of the process, they routinely made mistakes in both the sending of the survey and the tabulation of the data.

Because of the clunky, time-consuming user experience, the survey response rate was routinely 30-40%

Using a combination of several automation tools, Paragus built a new satisfaction measurement tool that streamlined every step of the survey process, including:

Scheduling

Importing new email addresses

Simplifying the review/rating method

Monitoring response rates

Generating real-time results

Alerting management of low survey scores and potential problems

The business now spends less than one hour a quarter on employee and client surveys. 

The results are much easier to interpret and allow for much more dynamic analysis. 

The alerts ensure that low scores are followed up with within 24 hours, not weeks later. 

Response rates run from an average of 78% for customers and 95% for employees.