We Hear You (But Only If You're Talking)
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Our team requests a lot of information from you; surveys after implementation, go lives, cases - even occasional "Rate Altru in the Community" requests. I used to receive survey requests and think, "I’ll fill that out later" or just decline it. But after 9 years at a software company, I now understand the POWER of the survey.
Surveys can give a unanimous voice to a large group. If we hear from 80% of our users that they love a feature, we assume it must be working well. Similarly, if we receive enough survey responses mentioning a section lacking functionality, we know where to focus our attention. Like your ideas in the community, the more survey responses we receive, the more attention an area that needs improvement receives.
That is to say, if we receive a majority of 9s on a 1-10 scale from Membership Managers, we may feel that this area is working well for our organizations. We then reach out to some of you to find out how you are using it and what we can learn about best practices. But if we receive several 3 ratings from Volunteer Managers, we may review this area to understand what is missing and reach out to you to hear what could be improved.
On Team Altru, we place a lot of focus on the opinion and voice of our members. Some of you may have already heard from me regarding surveys that you've responded to. I want you to know: we hear you. When we receive survey responses, we take action whether the survey is based on the software, the customer support team, or our consulting team. For ratings we go a step further, tracking these over time based on particular areas of the software, support, or consulting departments. This means that we can see trends in survey responses that indicate areas for improvement and areas where things are going great. We use this information to help shape product changes, improvements, awards for support and consulting personnel, changes in implementation, creation of training opportunities, and much more. We have literally changed our worldview (ok, our Altru world view), based on your feedback.
Anytime you want, you can rate Altru in the community. This is an overall rating and should be based on the goals of your organization and how Altru is helping you with those goals, not about a particular area of the product you are happy about/struggling with; basically "would you recommend Altru to a friend or colleague?". We know that this rating may change over time, so please feel free to rate us whenever you like. The more ratings we receive, the clearer view we have of our members and how they are feeling about Altru.
So look out for our surveys and take the time to respond! If you happen to have put us in your "I'll get to that later" folder, just revisit the link. It doesn't expire!
If you are not receiving surveys at your organization, please let us know.
Surveys can give a unanimous voice to a large group. If we hear from 80% of our users that they love a feature, we assume it must be working well. Similarly, if we receive enough survey responses mentioning a section lacking functionality, we know where to focus our attention. Like your ideas in the community, the more survey responses we receive, the more attention an area that needs improvement receives.
That is to say, if we receive a majority of 9s on a 1-10 scale from Membership Managers, we may feel that this area is working well for our organizations. We then reach out to some of you to find out how you are using it and what we can learn about best practices. But if we receive several 3 ratings from Volunteer Managers, we may review this area to understand what is missing and reach out to you to hear what could be improved.
On Team Altru, we place a lot of focus on the opinion and voice of our members. Some of you may have already heard from me regarding surveys that you've responded to. I want you to know: we hear you. When we receive survey responses, we take action whether the survey is based on the software, the customer support team, or our consulting team. For ratings we go a step further, tracking these over time based on particular areas of the software, support, or consulting departments. This means that we can see trends in survey responses that indicate areas for improvement and areas where things are going great. We use this information to help shape product changes, improvements, awards for support and consulting personnel, changes in implementation, creation of training opportunities, and much more. We have literally changed our worldview (ok, our Altru world view), based on your feedback.
Anytime you want, you can rate Altru in the community. This is an overall rating and should be based on the goals of your organization and how Altru is helping you with those goals, not about a particular area of the product you are happy about/struggling with; basically "would you recommend Altru to a friend or colleague?". We know that this rating may change over time, so please feel free to rate us whenever you like. The more ratings we receive, the clearer view we have of our members and how they are feeling about Altru.
So look out for our surveys and take the time to respond! If you happen to have put us in your "I'll get to that later" folder, just revisit the link. It doesn't expire!
If you are not receiving surveys at your organization, please let us know.
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ARCHIVED | Blackbaud Altru® Tips and Tricks
03/13/2013 11:42am EDT
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