Survey Redesigned

Satisfaction Survey Redesigned (Internship, 2020)

Redesigned existing consumer satisfaction survey by adding open-ended questions to capture qualitative insights, increasing response quality and uncovering trends that informed key service improvements.

Problem and Constraints

Existing survey only used rating-scale, limiting insights.

Can’t modify existing questions.

Pain Points

Too vague: Survey questions are open to interpretation.

Surface-Level Data: Only rating scales, no context.

Limited Insights: Couldn’t identify specific improvement areas.

No Voice: Participants unable to share detailed experiences.

Goal

Identify additional information on how to improve service satisfaction within the IDD Authority Department.

Approach:

  • Identify current gaps

  • Design 3 open-ended questions

  • Integrated into existing survey

  • Analyze qualitative responses

Question 1: How does the service coordinator provide information about services to you?

This question assess communication effectiveness and accessibility.

Question 2: Do you have any suggestions on how we can improve our services?

This question identifies successful service practices through concrete examples.

Question 3: Can you provide an example of what the SC does that is very helpful to you?

This question captures actionable improvement suggestions directly from participants.

Results

  • Question 1:

    The analysis found that although essential ways of communicating, like phone and face-to-face, are used to relay information of services, some also prefer additional methods such as email and text messages.

  • Question 2:

    Through comprehensive thematic analysis of qualitative feedback, there were several key insights that emerged. Participants found that Service Coordinator (SC) are helpful in areas of communication and information clarity, proactive support and resourcefulness, and show empathy, care and trust.

  • Question 3.

    Another theme of qualitative feedback revealed suggestions, such as the need for clear information and updates, clarity in service coordination information, and financial and logistical support. 

Rationale

The addition of open-ended questions was implemented to encourage detained responses and provide richer qualitative data. This approach allowed participants to share specific experiences and suggestions, transforming the survey into a more comprehensive feedback tool.