Click Below For:

• Why we survey
• Customer and Employee Satisfaction Surveys
• Stakeholder Assessment

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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