Frequently Asked Questions

How do I implement the survey?

After deciding that you would like to run a Customer Feedback Survey, you need to look at what sort of reporting options you require. The focust Customer Feedback Survey comes with a range of reporting options that can enhance your ability to analyse your data and make informed decisions. Click here to see our range of online survey reporting options.
Once you have registered for the survey and we have set it all up for you, we will send you a web link to your survey, which you will distribute to your customers via email. The idea is that your organisation will send a link to your Customer Feedback Survey to your clients on a regular basis - weekly, monthly, or as projects are completed.
Your results are available online from the time the first person submits their response, allowing you to view your results during the completion period. Online viewing rights will be established for your nominated contact person as soon as your survey gets underway, so response rates can be tracked to encourage maximum completion.

The focust Customer Feedback Survey is a generic survey developed by JRA. Because all of our clients send out the same set of questions to all of their customers for feedback, we can then offer our clients the option to benchmark their results directly against other New Zealand organisations. Find out if your customer feedback is "normal"!
Click here to see the list of questions included in the survey

You see the results immediately as the first respondent data is submitted. No waiting until the end of the survey to see your results!
A powerful suite of online reports is available, including:

Section summary
Section analysis by question
High/low rated questions
Verbatim comments
Consolidated report - an overview of results which can be printed for a complete hardcopy report
Benchmarking - against other New Zealand organisations (if selected)
Trending - once you sign up for a year's service, you can choose to break up your customer survey into bi-monthly, quarterly, or half-yearly surveys. Each period we will set you up with a fresh questionnaire, and you can trend your new results against your previous results (costs apply)

Where the 'Add demographics' option is selected, you can drill down into your results, and compare results by product segment, location, account manager… whatever groupings you choose
Click here to see examples of the reports you can choose to recieve

How do you uncover patterns and trends in the mountains of data your organisation accumulates? Today, more than ever, advanced analytical methods, such as predictive modelling and segmentation, are the secret weapons of many successful organisations.
With advanced analytical methods you can answer the questions that make a difference by:

Going beyond 'what people are saying', to 'why they are saying it'
Gaining insight into the key drivers of performance improvement
Quantifying the potential improvements possible by constructing models that can predict this
Identifying the differences of significance across demographic groups

JRA can assist organisations who undertake this survey by going beyond the frequency distribution and 'slice and dice' analysis possible using the standard reporting options available to provide valuable insight into these questions (and others like them).

Please contact JRA to discuss your needs and associated costs if interested.

The technology requirements to take part are not onerous - people completing the survey via the internet require access to a PC or Mac, with a browser and internet connection. The survey questionnaire can be accessed using Internet Explorer (IE v5.5 or above), Netscape (v6.2.3 or above), Mozilla Firefox or Safari browsers.
If your customers will be completing the survey in hardcopy format, there are no technical requirements
To view your survey results online, all that is needed is a PC with Internet Explorer (IE 5.5 or above) installed, and an internet connection

Data is collected and hosted on our secure servers protected by SSL encryption
Information collected is confidential and your data will be disclosed only to your organisation
Individual customer data is always confidential and anonymous