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KeyPoint
Discover the simplicity of surveys. KeyPoint gives you everything you need to control the survey process.Read more
Hart District Council
"A very useful tool for carrying out effective consultation exercises... we had our best response rate ever!"
Jane Scarborough, Performance & Innovation Officer
Hart District Council has the following main functions: refuse collection, authorisation and control of building development, environmental health, licensing, provision of leisure facilities, and community safety.
The challenge.
Client feedback has pre-dominantly been collated via questionnaires. In the past the Council used Microsoft Excel to generate analysis and reports, but this proved a very laborious process since responses had to be counted by hand. The Council needed a method of reducing the number of hours spent on collecting data and generating reports, in turn allowing the team to concentrate on other issues. A product was needed that enabled the Council to carry out and analyse professional surveys within the local community, as well as offering various feedback methods to interested parties.
Why KeyPoint.
Hart District Council has been a long-term user of PinPoint - KeyPoint's predecessor and now have the latest version of KeyPoint. KeyPoint’s survey software was the perfect solution for on-going client feedback management. In addition, KeyPoint offered a survey-hosting service – SurveyServer. SurveyServer can handle everything automatically, allowing the Council to concentrate on designing the surveys and analysing the results, rather than getting involved in the mechanics of how it is managed.
The results.
Hart District Council relied heavily on Excel spreadsheets for data analysis. However, this software was not ideal and made the whole process very slow. Using KeyPoint has enabled the Council to create surveys that are clear to the user. The built-in-styles have enabled staff to produce a consistent and professional survey design, giving it a professional appearance and making it much easier to fill in, in turn increasing response rates. Flexible publishing options enabled residents to reply in several ways; therefore reducing feedback restrictions. The adaptability of KeyPoint has meant it has helped the Council distribute the surveys via the internet and printed copy to precisely target the local community of Hart, in turn reaching a wider audience. Furthermore, subscribing to SurveyServer has significantly improved the quality and quantity of responses received online, making the results more meaningful.
Major successes resulting from KeyPoint.
Hart District Council has used KeyPoint for numerous surveys, including a customer-focused survey called ‘How can we serve you better?’. It was issued to all residents in the Hart area via a paper-based and web survey, Jane Scarborough, Performance and Innovation Officer said, “We had over 3,000 replies, which was our best response rate ever. In addition, the Council has recently finished a combined consultation exercise.
Using KeyPoint, they have gathered residents’ opinions on issues regarding waste services, equality policies and planning. This feedback provides the team with useful statistical information about how many people feel or think a certain way about issues or services that the Council provides.
KeyPoint has therefore helped the Council gain a better understanding of residents’ views. Community feedback via residential surveys, therefore, has helped make Hart District Council more accountable to the people they represent and serve.
The future.
This is just the start - we are keen to use KeyPoint to the max! The feedback received from the ‘How can we serve you better?’ survey, carried out earlier this year, highlighted the fact that work was required on the telephone system and improvements are already in place.
