Survey Tracker TM DATABASE-LINKED SURVEY MANAGEMENT SOFTWARE

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1 Survey Tracker TM DATABASE-LINKED SURVEY MANAGEMENT SOFTWARE A specialist package of web-based software for managing your complete resident survey programme. Conduct surveys by post, phone, SMS, online and face-to-face or in any combination. Link to a database of your residents for selecting targets, profiling responses, identifying preferred methods, tracking response history and avoiding survey fatigue. Use a wide range of flexible, on-screen analysis, interpretation and reporting tools. Arena Partnership Ltd

2 Survey Tracker TM Survey Tracker TM Survey Tracker is a software solution for your specific use, accessible via a dedicated website and protected by industry-standard security measures. This can be uploaded manually or via an automated link from your main housing management system. Tracker will automatically update your database by adding new residents, archiving ex-residents or amending the details of current residents as required. Survey Tracker includes a wide range of standard fields for recording personal details and profiles, with options for adding your own custom fields to record additional profiling information, interests and preferences. The software enables your teams to increase their effectiveness, giving outputs and insights to drive strategy, analyse Key Performance Indicators, measure progress and demonstrate value for money. Reforms the way we collate the data both hard and soft, and makes life much easier for all involved. Kally Bhartti, Accord Profiling Identify groups of general tenants, leaseholders, shared owners, sheltered tenants or other occupants according to their location, diversity, interests, preferences or participation history. What the software has enabled our customers to do Identify satisfaction levels within different communities and diversity groups Prioritise the key issues to address and monitor impact on satisfaction Target questionnaires efficiently using residents preferred methods of contact Maximise the profiling data available on residents and households Without Tracker it would be very time-consuming and difficult to gather the information. We also use it to carry out targeted mail-outs if we are underrepresented in an area. Natalie Anderson, Circle33 04 Any questions? Call us today on

3 Feedback Manage an integrated, organisation-wide resident satisfaction programme, conducting surveys, analysing responses. Options of conducting surveys by post, phone, text, face-to-face, online or in any combination. Write your own questionnaires and benchmark questions against other Tracker users. What the software has enabled our customers to do Mail STAR surveys to samples of residents on a monthly, quarterly or annual basis to create a moving trend of satisfaction scores Conduct surveys by phone using a panel of trained residents to undertake the calls Evaluate repairs performance by different contractors based on resident feedback Use net promoter scores and key-driver analysis to prioritise action plans Significantly increase satisfaction scores and gain a statistically significant response rate Save time and money by using one system for all surveys Easily store all surveys for comparative analysis of scores over time Text surveys Create your own text-message questionnaires and use them to gather instant feedback on a wide range of topics. Survey Tracker helps you identify the target audience which matches your required demographic, has a mobile phone number and has not asked to be excluded. Survey Tracker will automatically send the questionnaire in a sequence of text messages and record the responses directly into the database, linked to the respondent s profile. Phone surveys Do the same for surveys to be conducted by telephone. Survey Tracker will automatically generate screens for your callers to use: identifying the next target; taking them through a script; collecting responses and recording the call outcome. Postal surveys Use Survey Tracker to select your target audience and generate a mailing list (in Excel) which you can then mail-merge with a questionnaire template to create the outgoing mailing. Responses can be scanned or manually entered into a spreadsheet for uploading back into Survey Tracker. Alternatively, ask Arena for a quote to do all this for you so all you have to do is specify your needs and watch as the responses appear in your Tracker site.

4 Survey Tracker TM Face to face surveys Collect survey responses while you are face-to-face with a tenant, using a laptop or tablet device. A sequence of screens will take you through the questions and collect all the information you need then link the data to the details of the respondent. Online surveys You can conduct surveys online. Survey Tracker will create a unique link for each selected respondent which you can to them; Survey Tracker will then identify who the respondent is and link their response data to their personal details. Alternatively, you can set up links from your own website to collect survey responses either anonymously (respondent not identified) or from a resident-login section. Multiple methodologies Surveys can be conducted using any of the above methodologies or in any combination, catering for different tenants preferences and maximising your response rate. Review individual feedback If you want to review the responses from individual respondents, Survey Tracker gives you access to summary screens showing each set of responses, together with their comments and an automatic evaluation of whether they are generally satisfied or not. If permission has been give, the respondents personal details are included to enable follow-up if required. These screens can be used to log any follow up actions, referrals or observations. Reporting and analysis A wide range of analysis tools are available for reviewing your survey feedback: satisfaction levels, statistical reliability, profile comparisons, trends, benchmark comparisons, graphs and tables. These are available on screen of as print and export options. Each user can personalise their reporting options to meet their own particular needs. Tracker gives us the facility to conduct a smart, value-for-money survey campaign using our residents preferred methods of contact. Dan Turner, Basildon Council A really simple way to pull all our survey management tasks together into a central system and provide staff with easy access to the key insights they need. Sonya Roberts, Community Gateway

5 What s included? At Arena Partnership we have many years of experience providing support services, advice and specialist software solutions to social housing professionals. We will help you decide the software option which best suits your needs and arrange a demonstration for you and your colleagues. There are no setup fees, just a monthly licence fee based on the modules and upgrade options you require; this can be paid monthly by direct debit or annually by invoice. Other than creating an extract file from your housing management database, there is no involvement needed from your own IT team: Arena hosts and maintains your software for you and provides easy access to a Support Desk should you need any help. Your software is very easy to use and includes all the help guides and online manuals you should need. A live online training session with your personal advisor is included in your licence fee, but additional on-site visits and training sessions are available if you prefer.

6 a rena partnership For more information about Arena s software and services or the Tracker Network, visit our website to see how other social housing landlords are benefitting. Website: Telephone: [email protected]