The Orchid School

Baner, Pune

Customer satisfaction online survey-2011

Circular No. TOS/FRO/CIR/FS/11-12/12

Date: 19^th December, 2011.

Dear Parents,

We have hired the services of The WhiteBoarding Company to launch first time ever online survey to assess our internal and external customer’s satisfaction level. WBCo will be doing this survey on a professional basis, exclusively customized for TOS. They will ensure that the process is scientific, statistically valid, objective and neutral.

Your honest and sincere feedback is valuable. The whole exercise will have to be in one go and not more than 20 minutes.

Purpose:

• To gauge the level of satisfaction of “Customers” (Parents of students) & Employees (Teachers, Admin staff & Service staff).
• To share the survey results with all stake holders.
• Based on the outcome TOS to develop, strategize measures and incorporate for quality improvement

Work done so far:

The WhiteBoarding Company personnel had a series of Focused Group Discussions with representatives of Core Committee, PTA members, Class Parent Volunteers, teaching and admin staff, service staff and also randomly selected parents from each level. The purpose of these discussions was to identify the parameters of satisfaction to be measured.

Implementation process:

• The online questionnaire has been designed to measure the drivers of customer satisfaction.
• Please use the following link –
  TOS-Parents - Customer Satisfaction Survey
  
  
• It will also appear on the TOS website in parent related and Flash News links.
• A unique authentication code (UAC)   has been generated and sent along with this circular.
• Enter the UAC for filling the online form.
• The UAC is to ensure that only validated respondents participate in the survey.
• The survey is designed, data collected and collated in such a way that the responses cannot be associated with any parent.

Countdown:

• UAC notification                                       20^th/21^st December
• Online link available                                 21^st December
• Online filling before                                 26^th December

TOS is committed to quality.

It is our sincere intention to continuously work on it.

Help us in this endeavor.

Prepared by                                                                               Approved by

Baishaki Bapat                                                                           Lakshmi Kumar

Coordinator –Training and Study Visits                                          Director