Experience Surveying

Published on November 26, 2018 by

Themes: , ,

Why:

To diagnose areas for improvement or innovation, to make the case for change, and to measure project performance

What:

This is a diagnostic method used to identify the differences between expectations and experiences of a service in order to uncover areas for improvement or innovation

Time:

Two to Three Hours

Materials:

Survey

How:

Individually

0

In order to measure the difference between expectation and experience, administer two identical surveys – one to measure users’ expectations of service quality within a generic sector, and one to measure users’ actual experiences of service quality for a specific organisation. Analysing the gaps between the two leads to insight and opportunities. The trick (as with all surveying) is to know exactly what, and exactly who, to ask. Experience Surveying outputs can be qualitative or more quantitative depending on the sample size and research intent. Typically, the outputs are presented as graphs, with research notes and recommendations on areas for further investigation and opportunities for innovation. In a quantitative exercise you’d expect to see detailed results broken down.

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