Survey Design and Analysis

Net Promotor Score assessment ~ St Margaret’s College

“We were impressed by the professionalism and efficiency of Global Research. They designed a streamlined, parent-friendly feedback process that respected our community’s time, while giving parents the option to provide us with specific insights. We now have a clear benchmark for the future, and we look forward to working with Global Research again.”
— Jane Lougher, Director of Community Relations, St Margaret’s College

Background and aims

As part of its commitment to continual improvement, Christchurch’s St Margaret’s College regularly engages with its parent community to discern levels of satisfaction and areas for further development. To streamline this process out of respect for the time constraints on busy families, the College engaged Global Research to create an efficient yet meaningful survey on the education St. Margaret’s College is providing to students, as perceived by their parents.

Our role

Offered free rein on a recommended survey design, Global Research was able to showcase our passion for data and ability to clarify key priorities by developing a Net Promoter Score (NPS) survey for the College to distribute to parents. Applying the NPS approach, the survey asked parents how likely they would be to recommend the school to a friend or colleague and offered respondents the opportunity to expand on their answer through written commentary.

Design and method

The bespoke NPS survey enabled us to capture and quantify levels of satisfaction and loyalty. NPS surveys are an effective market research tool that allow responses to be grouped as one of three types (Promotors, Passives, or Detractors) via a single rating question. Analysed alongside parents’ written comments, this engagement granted the school a source of understanding of how the College is perceived by its parent community.

Result

St Margaret’s was provided with a report which included its Net Promotor Score—a single number used to describe overall levels of satisfaction. This score can now be used as a benchmark against which to measure future satisfaction levels. Additionally, parents’ comments were provided verbatim, allowing the school to note and address recurring themes, celebrate positive feedback, and respond constructively to areas identified for enhancement.

Outcome

The client received an important snapshot of parents’ appraisal of the College, and was bolstered by the knowledge that promotors constituted by far the largest contingent of respondents, providing the assurance that parents value the balanced education the College provides.

SailGP Lyttelton Harbour Patron Survey ~ Aspect

SailGP Lyttelton Harbour Patron Survey ~ Aspect

For the sunny weekend of 18-19 of March 2023, Christchurch hosted the inaugural ITM New Zealand SailGP as a leg of the international league. In Whakaraupō/Lyttleton Harbour, crowds gathered from across Aotearoa and overseas to watch hydrofoiling F50 catamarans from nine different countries race, approaching speeds of 100km/h.

Victoria’s 30-year infrastructure strategy ~ MosaicLab | Infrastructure Victoria

Victoria’s 30-year infrastructure strategy ~ MosaicLab | Infrastructure Victoria

Every 3 to 5 years, Infrastructure Victoria updates their 30-year strategy and makes recommendations to the Victorian Government on how to address infrastructure challenges. Major challenges facing the region that present infrastructure opportunities are climate change, fair access, future shocks and disruption, and the economy. In the beginning of 2023, it was time to engage with the public to give them the opportunity to influence and shape the direction of the updated strategy to be published in 2025.

Global Research’s role was to design a survey that could adequately assess the infrastructure priorities of respondents, while taking into consideration constraints to funding and options, and to present the survey results in an easily digestible and informative way. The aim of this survey was for respondents to make trade-offs between future options and, through this, communicate priorities.

Ongoing customer Survey ~ EA Networks (2019, 2021 & 2023)

Ongoing customer Survey ~ EA Networks (2019, 2021 & 2023)

Prior to 2019, EA Networks had been conducting customer and contracting services surveys every two years. Global Research was contracted by EA Networks to help with this research. Our aim was to combine these two research activities into one, and target three key areas of investigation:

  • Customer satisfaction, focusing on core services, communication, pricing & value, image, and reputation;

  • Contracting services, focusing on efficiency, outcome, and communication;

  • Brand awareness.

Cycleways Survey ~ Christchurch City Council

Cycleways Survey ~ Christchurch City Council

In 2020, The Christchurch City Council wanted to track how the developing cycleway network was perceived by both users and residents living on cycleway routes. To find out how people experience the newly constructed cycleways, CCC commissioned Global Research to repeat and build on a survey they conducted in 2018 which examined cycleway perceptions.

Examining reactions to new cycleways feeds into a broader set of Christchurch City Council aims to provide safe, convenient, comfortable, and attractive options for city travel.

Tracking guest satisfaction ~ Patterson Hospitality Group

Tracking guest satisfaction ~ Patterson Hospitality Group

The Patterson and Ward families have a long history of dedication to guest satisfaction, including for over 50 years at Christchurch’s Commodore Hotel. In the last seven years their hotel ownership has expanded to include the Hotel Montreal (Christchurch) and the Queenstown Park Boutique Hotel. Global Research has been privileged to partner with them for over 10 years to inform their guest satisfaction and other business decisions with ongoing and one-off pieces of research.

Perceptions Study ~ Christchurch and Canterbury Tourism

Perceptions Study ~ Christchurch and Canterbury Tourism

In 2017, against the backdrop of reduced tourist numbers to Christchurch following the 2010/2011 earthquakes, the region’s Regional Tourism Organisation (RTO) sought to assess the opinions of North Island residents on the city as a domestic tourism destination. They wanted to see what perceptions people have about Christchurch, their reasons for visiting/not visiting, and what might draw more visitors.

Consumer Home Performance Preferences – Perceptions From Industry Experts ~ BRANZ

Consumer Home Performance Preferences – Perceptions From Industry Experts ~ BRANZ

BRANZ (Building Research Association New Zealand) wanted to gain a deeper understanding of what was driving consumer decision making while buying or building a home, specifically with regards to building performance. The aim of the project was to examine how building performance of new and existing houses might be improved, and what barriers are operating to the improvement of building performance generally.  

Oslo plans for quality human experiences in public spaces ~ Gehl Architect’s Public Space Public Life survey

Oslo plans for quality human experiences in public spaces ~ Gehl Architect’s Public Space Public Life survey

Oslo’s population is projected to grow by 30% over the next 15 years from its current 600,000 to around 800,000. With this growth comes development opportunities as well as some challenges. As Oslo grows its goals are to increase activity, urban life and safety perceptions and ultimately improve cultural activity and business returns.

Christchurch's Central Recovery Plan Liveable City Chapter ~ Canterbury Earthquake Recovery Authority (CERA)

Christchurch's Central Recovery Plan Liveable City Chapter ~ Canterbury Earthquake Recovery Authority (CERA)

In 2014 CERA developed a draft residential chapter titled A Liveable City to add to the Christchurch Central Recovery Plan. The draft chapter proposed some changes to the Christchurch City Plan (the District Plan). Global Research was contracted to develop a questioning approach which efficiently and effectively measured stakeholders’ and citizens’ opinions on the draft chapter and to also complete the collation, synthesis, analysis and reporting on all received comments.

Highly ranked Christchurch hotel knows its guests ~ Commodore Airport Hotel

Highly ranked Christchurch hotel knows its guests ~ Commodore Airport Hotel

The Commodore Airport Hotel is one of Christchurch’s finest. The recent opening of its new wing and ongoing popularity are testament to it continually aspiring to be the best and achieving that aspiration.

Hotel management saw the need to refresh how it was measuring guest satisfaction with its facilities and services. Its aim was to find out from those who matter most, their guests: what is being done well; what can be improved; and to pick up ideas for doing things better. It also wanted to learn as much as possible from the comments offered by guests through social media, such as TripAdvisor.

Turning information into insight