Presentation of survey results

1. Stakeholders’ Satisfaction Survey
2014
Analysis of Survey Results

2. Simple Questions
We asked
8
Emailed to 89 stakeholders on 1st Sep 14
Open 1st Sep. Closed on 13 Oct 14
5 mins to complete the online survey
49 responded – 55% response rate
Predominantly positive feedback
The sole dissatisfied respondent was likely due to a service lapse during the transition
period when a Public Relations Officer (PRO) resigned while a new PRO came on
board. The team will engage him more to win him over

5. Q7. Additional preferred frequency for
Additional comments by stakeholders –
“Important information e.g.
noise affecting the people
requires immediate attention”
- Mr Adam
“We would like updates on
the timeline on the
construction activities.
Example when a major
milestone will be over?”
- Ms Belinda
updates?

6. Q8. Any other comments/ feedback?
“Due to the dust and noise from the
project, we had to sell our house
and move to another
neighbourhood. Your staff have
been kind and I give extra points to
your public relations officer, but in
the end, if no such works were
undertaken, we would most likely
have stayed”
– Mr Clark, a resident
“Thank you for being
sensitive to our Condo’s
residents’ needs and for the
regular updates. A job well
done by the PR team” – Mdm
Debra, a resident
“We are happy of the present
situation at the work site.”
– Ms Elizebeth, a resident
“Your staff and contractor have handled the project and complains in a
very professional manner, very good.” – Mr & Mrs Lee, residents

7. We LEARNT
Key Lessons
3
1 Emails, Notices/Circulars and Face-to-Face meetings are the
top 3 preferred medium of communications in descending
order
Stakeholders may not be happy with the project, but they
acknowledged the prompt and friendly attention they have
received from the PR team.
2
The preferred frequencies for updates is: “As and when” or
“When necessary”
3

8. We WILL DO
Enhancements
3
To achieve better response rates:
Conduct survey immediately after key service touch points
1
Maximise potential of online surveys
to provide data-analytics 2
From the data we gathered, we can plug
identified service gaps
3

9. END
THANK YOU
The