You Say Survey… I Say Program!

I constantly hear people talk about launching their new “survey” and how they are convinced it is going to help their business be a huge success… but when I scratch the surface and ask them what they are going to do with the data… they often do not have a clear answer to that question… or they say present it to executives.

It is rare that I hear a lot about the actions being taken on the data collected from these survey’s and governance of those actions being followed through and held accountable. Increasing Customer Loyalty is not one team’s or one persons responsibility and building loyalty requires both Tactical and Strategic improvements… we must execute “Key Improvement Area’s” in our business in-order to have a “program” instead of a “survey. I have actually told people before “we are in danger of having this be just another survey, let’s make sure we have a program!”… to me one of the differences is making sure that you have a well defined Governance Structure that cover three main things:

Executive Strategy
Company-Wide Action
Full Organization Accountability

Here is an example of a Governance Structure:

So, if you want to make great PowerPoint’s… run a survey… if you want to make real changes and increase customer loyalty… run a program. You Say Survey… I Say Program!