WHO ARE OUR CLIENTS AND WHAT DO THEY WANT? Fora... · Success and Retention Rates 62% 30% 8% Deakin...

CRICOS Provider Code: 00113B

AAIR FORUM 2013

WHO ARE OUR CLIENTS AND WHAT DO THEY WANT?

Wendy Marchment

Manager Institutional Research and Surveys


OR

WHO ARE OUR CLIENTS AND WHAT DO THEY WANT

HOW DO WE BEST COMMUNICATE WITH THEM?


Outline • Why did we run a client survey

• The Plan

• What we said

• Findings

• Challenges

• What’s Happened

• Tips to others contemplating a similar exercise


Why did we run a client survey?

• SIP 4-09 … develop and communicate across the University …

• SIPU 5-09 …and clearly communicate its role …

• SIPU 6-09 ...develop and implement a strategy to enhance its communication …

• SIPU 8-09 …strategic conversations with relevant committees …

• SIPU 9-09 …strengthen its consultancy orientation …. and providing advice to other areas

2009 Planning Unit Review recommendations around

communication


Develop a Communication Strategy?


communication




communication

But…..Who are we communicating to? What do they want to know?

How would they like to receive info? Are we doing this stuff OK anyway?

…???




communication



…???

Let’s run a short survey!!

Now!


Survey Objectives

• Gauge awareness and interest in our key information and services

• Best communication avenues are ?

• Set a baseline

• Assist with setting priorities

• Inform a communications strategy

• Take less than 5 minutes

• Results to be presented at Planning Day




communication



…???


Design, Test, Sample, Invite,

Reminder, Analyse, Write up


The Survey Invite

• Brief

• Personalised

• Unique login id

• Signed by the Director

• From a generic Deakin surveys email account

• Opening line “For no more than five minutes of your time, …”


Survey Landing Page




communication



…???




Interactive presentation at SIPU Planning Day. Staff input on actions going forward


Sample and Responses

• Sent to just over one third ie 1373 current staff

(excluding casuals) made up of

- 973 ‘clients’ plus a random sample of 400 staff

• Response rate of ??

• More likely to respond - General staff, Senior staff contacts,

Staff employed less than 2 years

• Staff employed 11+ years least likely to respond


What We Asked


Yes No

I already do

Statistics/Management Information

VTAC data eg application, preferences 37% 50% 13%

Success and Retention Rates 62% 30% 8%

Deakin at a Glance Statistics 68% 26% 6%

Equity statistics 53% 42% 5%

Course Dashboard 44% 44% 11%

Institutional Performance/Metrics eg KPIs 60% 38% 3%

Load Planning and Forecasts eg student load plans, forecasts, load monitoring 44% 49% 7%

Business Intelligence eg Cognos upgrades, BI Strategy, Current projects, training etc 36% 61% 3%

Survey Briefings and Reports eg SETU, AGS, UES etc 53% 37% 10%

World University Rankings ie THE, QS, ARWU 65% 32% 3%

Institutional Research eg ABS demographic analysis, student cohort analysis, etc 61% 38% 1%

Sector Updates eg Fed Govt policy, stats publications & submissions 62% 36% 2%


Communication Options First Second Third

Email 70% 11% 12%

Intranet and web (SIPU website) 16% 45% 15%

Staff Portal 9% 22% 33%

Road shows – at a campus (general) 1% 4% 7%

Presentations – area specific (tailored) 2% 8% 12%

Yammer 1% 1% 2%

SMS 0% 2% 1%

Twitter 0% 1% 1%

Facebook 0% 0% 2%

On-line video presentation 1% 6% 11%

Other, please specify below 1% 1% 3%

Total Valid Responses 100% 100% 100%


Awareness of Services Yes No, would

like to

No, not interested

or N/A

Statistical Information Requests ie ad-hoc data requests 46% 34% 19%

Corporate Survey Approvals ie non-research related 19% 29% 52%

Survey design & management/admin advice (non-research related) 20% 37% 43%

Corporate Survey Tool access and support ie Opinio 19% 34% 48%

SETU reports access and support 52% 18% 31%

BI tool/Cognos access and support 25% 25% 50%


Other Questions

• Frequency of usage

• Rating of communication

• What are the best aspects of SIPU communication?

• What could SIPU improve most in regard to communication?


Rating by Staff who Use SIPU at Least Once a Month

% of Responses % of Rating Responses

Rating Senior Staff

Contacts Other Totals Senior Staff

Contacts Other Totals

Very Good 25% 15% 18% 26% 17% 20%

Good 41% 45% 44% 43% 51% 48%

Average 27% 22% 23% 28% 24% 26%

Poor 3% 5% 4% 3% 6% 5%

Very Poor 0% 2% 1% 0% 2% 1%

Don't Know 4% 12% 9%

Totals 71 130 201 68 113 181


Findings

• Higher response rate than expected

• ‘Hidden’ services

• We underestimate how we are regarded

• Senior staff are generally happy

• Many staff don’t know about us


Where to from Here?

• Many staff don’t know who we are!

• Communication Priorities?

• Can’t bombard with emails

• Newsletter?

• Notification of website updates?

• Use of Staff Portal for…X, Y & Z

• Web Support part position

• AAIR Presentation?




communication



…???




Interactive presentation at SIPU Planning Day. Staff input on actions going forward

Actions?


Challenges

• Many staff don’t know about us and ..

• ..they want to have info from us

• Catch22 re more self promotion

• Small unit with no dedicated web person

• How hard is it to set up lists to subscribe/unsubscribe to!

• Resourcing


What’s Happened

• Follow-ups with SIPU staff

• ‘On the agenda’

• Web Support part-time position pursued

• Surveys area excel listing has been shared, updated and used by others

• Lists facility pursued with eSolutions

• More conscious use of Staff Portal for

• Follow-up at 10 September staff meeting

• AAIR Presentation!


Tips to others contemplating a similar exercise

• Be clear on your objectives

• Consider timing

• Have senior support

• Share openly with staff and get their input

• Need commitment to follow through

• Scary but worthwhile

WHO ARE OUR CLIENTS AND WHAT DO THEY WANT? Fora... · Success and Retention Rates 62% 30% 8% Deakin...

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