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Assessment
Services
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Why
We Survey
Any strategy plan that does not take into account the needs and
perceptions of the firm's various stakeholders is not a plan at all – it's
wishful thinking. Surveys help to provide the information needed
for a successful, implementable plan.
Unfortunately, it is often difficult for a firm to ask the needed
questions of all its stakeholders. Marriott Consulting can do that
for you, using both traditional survey instruments and sophisticated
web-based survey tools.
Surveys are conducted among all stakeholders during a several-week
period, analyzed, and the results presented to senior management
at the beginning of a Strategy Planning retreat. The survey findings
help to focus the discussion on real strategic issues, and provide
a needed guideline for making certain the proper resource alignment
is achieved.
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Customer
and Employee Satisfaction Surveys
Of all a firm's stakeholders, customers and employees are the most
critical to success - and often also have the best ideas for future
strategies. Marriott Consulting surveys help to measure satisfaction
and capture those ideas.
Marriott Consulting surveys for employees and customers include
the usual questions about current satisfaction levels, focusing on
three key question areas:
- How are we doing?
- How likely are you to continue your relationship with the firm
- more likely, less likely, or about the same?
- Why?
In addition, Marriott Consulting surveys ask these vital groups
essential strategic questions to find nuggets of new, creative ideas
that can help the firm to maintain and increase its competitive edge.
Such questions as these are asked:
- What business do you consider the firm to be in?
- What businesses should the firm be in?
- What do you consider the firm's greatest competitive strengths?
- What are the significant strengths of major competitors?
- Considering the strengths of competitors, what are the reasons
for working with this firm?
The answers to these open-ended questions are analyzed along with
traditional survey questions to provide the firm with a unique look
at itself, along with a sense of what its future direction should
be.
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Stakeholder
Feedback Surveys
Customers and employees are not the only stakeholders a firm must
consider. In a for-profit environment, other stakeholders usually
include:
- Organization management
- Investors or funding sources
- Vendors, including professional services providers and partners
(or potential partners)
- Community and regulatory agencies
Competitors are often also considered stakeholders, and where it
is practical to do so, Marriott Consulting can survey them as well.
Marriott Consulting has developed a library of questions to be asked
of various stakeholders, from perceptions of core businesses and
competencies to possible future opportunities.
These questions are asked in both quantifiable-response and open-ended
formats. Surveys are taken in electronic format where possible, for
speed and ease of use.
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