PeoplePulse E-Newsletter - September 2009 Welcome to our latest quarterly PeoplePulse Newsletter for clients and colleagues where we aim to provide a range of useful information to help you get the most from your online feedback activities. In This issue ...

Feature Article: Common Survey Pitfalls … And How To Avoid Them (Part Three) This issue: Excessive Questionnaire Length When it comes to optimal survey design, one of the common problems we observe at PeoplePulse is clients wanting to run excessively long surveys. We have had one client, for example, that could not be talked out of running a company-wide staff survey that was over 100 pages long (each page averaged 6 questions). Whilst this example may sound extreme, it is not uncommon for clients to send us draft questionnaires that are 35-45 A4 pages in length. So let’s be clear up front about our attitude towards excessively long surveys … Click here to read full article. Special Offer - Succession Planning Sign up for a new Staff Succession Planning survey licence before 15th October 2009 and receive a 12.5% discount off the standard Succession Planning survey rate card. Simply e-mail us now at offer [ at ] .peoplepulse.com.au to register your interest in a demonstration! Thank you for all your fantastic feedback! We recently turned the survey tables and asked all of our clients to complete our 2009 PeoplePulse Client Satisfaction Survey. We wanted to understand what we were doing well and not so well, and what product features our clients wanted to see in PeoplePulse moving forward. I'm happy to report we received a fantastic response rate (thank you!) and an excellent mix of ideas, compliments and suggestions to improve all aspects of the product, our service, and our training. We're both enthused and energised about the feedback we've received and have a raft of positive new initiatives planned over the coming months as a direct result of the survey. Below is a taste of just some of the enhancements we have commenced working on already that will be rolled out shortly: Improved Invite Functionality: We received some good constructive feedback regarding ideas to improve our survey invite functionality. In response to this feedback I am happy to say that stage one of the project to enhance the features and ease of use of our survey invite functionality will be going live shortly. Stage one of the changes focuses on making it easier to load lists of multiple survey recipients. Improvements include: When a client uploads their list, any records that have errors in them will be set aside and will not stop the rest of the file from loading. These errors can be fixed on screen and the invites sent with the original file, or downloaded for sending at a future date. Users will be able to use words (eg. 'Gender') rather than codes (%filter_246%) as column headings to their list. The number of people able to be uploaded in one list will be doubled from 2500 to 5000. Easier on-screen changes to fix any invalid e-mails or problematic records. Stage two of the project will focus on providing better message reporting - eg. e-mail open rates, e-mail click through rates, bounce backs, etc. All these changes will significantly improve the ease of sending mass survey invites - so stay tuned! The PeoplePulse Message Centre: The launch of the PeoplePulse Message Centre will open up another form of communication between PeoplePulse and yourself so that you can stay completely informed about the status of your account. The aim of the new Message Centre is to keep you up to date with any: System-wide messages (eg. system enhancements, maintenance plans, etc). Client-specific messages (eg. future training plans for your organisation, etc). User-specific messages (eg. reference to any issues you have been dealing with PeoplePulse staff on, or pointers that may specifically help you). The Message Centre will also give you quick access to the names, phone number and e-mail addresses of the key people who look after your account. Furthermore, there will also be a regularly updated 'Handy Tip' to give you insight into a feature of PeoplePulse that you may not already know about. We also have more exciting enhancements planned, including some new reports and additions to the features in the 10 main reports already available. Once again, a big thank you to all clients who contributed to the survey, your feedback is greatly appreciated. And of course if you have any further ideas or suggestions on how we can improve our product or service don't hesitate to let us know! Welcome to the PeoplePulse Family! Despite the challenging economic times the decision makers within many organisations we are speaking with are thinking that now is as good a time as any to get closer to their customers and staff and seek feedback about their wants and ongoing needs. As such, the PeoplePulse circle continues to widen with a number of new clients joining us since our last newsletter. We would like to officially welcome the following forward thinking organisations to the PeoplePulse family: APHS Austin Health Australian Institute of Marine Science BHP Billiton BRN Benchmark Cardinia Council CompliSpace Department of Ageing, Disability & Home Care (DADHC) Department of Community Safety - QLD Destination Talent Hamilton Island (Qualia) Resort Henkel Intercall L'Oreal McKesson Asia Pacific Michael Hill Jewellers Network Ten Natural Resources, Environment, The Arts and Sport (NRETA) Pittwater Council Programmed Group Richmond Tweed Regional Library Southern Health The St Vincent de Paul Society The University of Sydney Thorn Australia (Radio Rentals) If you know anyone else that you believe we may be able to assist, we'd be happy to help! Simply drop us their details by completing our brief referral survey or point them our way! The New PeoplePulse Website - Coming Soon to a Screen Near You! The PeoplePulse website is currently undergoing a long overdue facelift, with all changes going live shortly. These changes will also include a new dedicated customer login page (accessible from the top right hand area of the home page). Below is a teaser of what's in store! Introducing Julia Tootill We would like to officially welcome Julia Tootill to the PeoplePulse team. Julia joins us in a new role as Client Relationship Manager and is working along side your Sales contact and the customer Support Team to help ensure you get the most from your licence and to assist you to use PeoplePulse to its full potential. If you haven't already spoken to Julia she'd welcome your call if you would like to discuss any aspect of your account. Julia can be contacted via our main switch on +61 2 9232 0172 or via e-mail at: julia.[at].quinntessential.com.au. Did You Know? . . . Just 4 per cent of customer complaints reach empowered decision-makers. (Source: BrandFusion).

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