Measuring Satisfaction
On behalf of HOOPP, Hay Research International conducts quarterly client satisfaction surveys of members, pensioners and employers. The survey results are used to measure HOOPP’s performance in service and communications and to identify ways for HOOPP to improve.
Hay is a professional research firm, not a telemarketer
HOOPP provides the research firm with the names and phone numbers of a random sample of active members, pensioners, and employers that Hay then uses when making calls. In cases where HOOPP does not have a phone number, HOOPP provides the address for the research firm to look up the number.
For members and pensioners, the home phone number is provided to avoid interruptions at work. The research firm calls the member or pensioner at home, usually in the evening. The member or pensioner can request to be called back at a more convenient time.
Confidential & anonymous
Hay Research is bound by both a confidentiality agreement with HOOPP and by the code of conduct for professional research firms, which exceeds privacy legislation. They will not share any HOOPP client information with any other organization. And, the client’s identity is never revealed to HOOPP in the survey responses. The results are reported in aggregate only, so the client who responds can be assured their responses are anonymous.
Your feedback helps HOOPP improve
Participating in survey is optional. HOOPP and the research firm do, however, strongly encourage people to participate because their responses provide HOOPP with valuable feedback that we use to improve our performance.
We welcome your feedback on these surveys.
FAQS
Q. Is this a violation of my privacy?
A. No. Privacy legislation allows the sharing of member name and telephone information by organizations with third-party groups, as long as they have an established relationship. So, in this case, Hay Research is bound by a contract with HOOPP, as well as by its own professional standards, not to share or re-use the contact info HOOPP provides.
Q. Why are they asking me personal questions?
A. There are actually three surveys – one for active members, one for pensioners, and one for deferred pensioners. The research firm has to first verify if you are a member, pensioner, or deferred pensioner to ensure that the correct survey is used for you. There are also some demographic questions at the end of the survey that are used in analyzing responses by profile information. These questions are optional. Again, your confidentiality is maintained; this data will never be linked to you personally.
Q. Why didn’t I get notice I would be surveyed?
A. HOOPP has been mentioning the surveys in all our external communications since last year – the website, our newsletters, and through broadcast e-mail messages to employers. Because clients surveyed are randomly selected from our lists, we do not know who will be surveyed, and thus, can’t give a heads up to each individual. To do a personal mailing to every single member and pensioner would be costly.
Q. Who is being surveyed at employers?
A. We are surveying CEOs, CFOs, and CHROs, administrative contacts, and those who do year-end member data collection (MDC) reporting.
