Citation
(2002), "Master of all you survey", Work Study, Vol. 51 No. 4. https://doi.org/10.1108/ws.2002.07951dad.011
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
Master of all you survey
Master of all you survey
A forms design, printing and processing service provided by Southampton-based Kendata Peripherals is enabling Post Office Ltd to carry out rapid and effective surveys among customers of its cash-handling and distribution (CHD) division.
To gather the information it needs, Post Office Ltd regularly sends short questionnaires to its branches and external customers around the country, requesting feedback on a range of CHD issues, including delivery times, consignment accuracy and staff attitudes. Designed to be quick and easy to fill in, the questionnaires use a combination of check-mark boxes and free text boxes, and when complete they are returned to the Kendata bureau for scanning and processing. Depending on the requirements of each particular survey, Kendata provides the Post Office with either an Excel spreadsheet of the scores or a more detailed report. According to Andy Greening, CHD Performance Manager, Post Office Ltd, the task of processing an annual total of well over 40,000 questionnaires "would have been laborious, time-consuming and costly, if it had been carried out manually. But Kendata has the technological capability to handle that size of job, and we simply receive a tidy, electronic download, from which we can perform our analysis and disseminate the information across our business." Building on the success of the customer surveys, the Post Office has now extended its use of Kendata's services to include team-brief assessment forms, which are completed by CHD employees.
See http://www.kendata.com for more details.