Hi Everyone!
I was wondering if anyone had implemented a customer experience survey currently being used and if so how effective it has been to providing customer feedback and gauging the effectiveness of customer service. Any input or suggestions would be extremely helpful, thanks!
Chantel Barger
Guest Services Manager -Midland Center for the Arts
Hi Chantel,
We've had mixed results sending out post-program survey emails for our birthday parties and education workshops at the Science Museum of Minnesota. Our summer camps and weekend workshops for kids get very low response rates (something like 3% or less), but our birthday email surveys get much higher (30% or more). We use http://www.surveygizmo.com/ to design the surveys and send out the links.
We ask questions like "Why did you select a program at the Science Museum instead of another location?", "How helpful was the information in the confirmation materials?" and "Do you have any comments about the staff?" and so on.
Try tinkering with subject lines. I did some A/B testing and I've had good results with the subject "How was your birthday party at the Science Museum?"
There was a discussion session on this at the 2011 conference. As I recall, there were perhaps a few organizations linking survey data back into Tessitura records, but most were not.
If you'd like more specific info about practices here at the Science Museum, just let me know.
-Michael