Survey is a gold mine of feedback, so please take the time to respond
You want more heads-up around program updates. More webinars. And more of anything that helps with technical and/or documentation support.
Our recent Alliance member survey confirmed that the way we're reaching out and updating you is, for the most part, working. It just sounds like we need to do more of the same, and perhaps dial up the frequency.
"Members are looking for more updates, cheat sheets, and things like one-minute videos around stumbling blocks in applications," says Danita McGiveron, Alliance program specialist. "We pushed the member portal live a year ago, and people seem to be happy with it. That's where they'll start to find those one-minute videos they're asking for."
One big ask from the Alliance team? First, thanks for all who participated. And for those who didn't, please take part.
"Please respond when you can to these surveys," says McGiveron. "We learn a lot from your feedback."
Referrals really help, but members have a few suggestions...
The survey showed that nearly half of respondents feel referrals have provided targeted business opportunities that have led to work for customers. And a whopping 91% say they're not declining referrals.
But there are a variety needs from the Alliance team to make these referrals more effective. A few sample remarks from the survey:
"Outline the referral process"
"Quicker response to questions while we're in the field."
"Add more service categories."
"Offer an annual review of which service lists we are on, as programs change and evolve, and so do our services."
"Ensure referrals relate to industry expertise."
"Vet referrals: Most people just want quotes or cost details, but aren't actually looking to get work done."
The good news from McGiveron is that we can act on a lot of your member asks around referrals. Unfortunately, we don't have the capacity to vet referrals, so it will remain up to members to deal with those who are just scoping out potential costs. Also, as your services change or evolve you can email alliance@bchydro.com with updates to ensure you receive relevant referrals.