Measuring Performance: Count the Ways

• 11/5/2009
• Author: Audrie Bretl Roelf
• Category: Benchmark Blog
• 19335 Views
• 0 Comments
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We all know performance measurement is a must. The challenge is finding new and inventive ways to collect data. I recently was solicited for two surveys: one was a regular paper survey mailed to me from a hospital regarding my recent stay and the other was a telephone survey regarding an appliance I had delivered to my home.

I participated in the hospital survey because I understand their need to collect the information; however, in speaking to some of my acquaintances, the consensus seems to be that most of these types of surveys end up in the recycling bin. I also participated in the appliance survey because it was interesting. Like I said, the hospital survey was a paper survey asking for a rating from 1 to 5 on various services and appearances. The phone survey was completely automated and asked for basically the same information. However, the phone survey was much shorter and didn’t require me to sit down with a pen and a stamp and do things “the old fashioned way.”  It also gave you the option of opting out of questions and choosing on which services you’d like to give feedback.

I’m wondering this: In what different ways do you collect data? Do you use the old paper method? Do you employ telemarketing surveyors or use an automated system? Is there anything new or innovative about offering a public survey?