Summary
A summary of what the survey is for i.e., its purpose.
As a way to gather insight into the satisfaction of our users of the website and forums (on desktop and mobile), we created a survey on Optimal Workshop that is sent eight weeks after registration to users who have consented to be contacted via email. The survey will help us learn more about their expectations, perceptions, satisfaction, and areas for improvement.
Audience segment
The audience segment that receives it.
All users (stroke survivors, carers, healthcare professionals and family/friends) who register for an account on the forum and have consented to be contacted via email will receive the My Stroke Guide survey eight weeks after registration at 10:00am.
Users who have been sent the email by triggered automation on Dotdigital will then be transferred to another address book to ensure users who have received the email will not be receiving it again.
Responsibility
Who is responsible for the overall process as well as others responsible for delivering each part of the process.
The Digital Product Manager (Alex Lilja) is responsible for the general maintenance and collating the results of the survey and include it in the monthly My Stroke Guide report.
The Digital Marketing Manager (Lily Rogers) also supports the Digital Product Manager with any issues to do with the output of the survey.
Stakeholders
Intended recipients of the report.
Head of Universal Support Products - Charlotte Potter
Head of Growth and Acquisition - Lynn Toon
Head of Experience and Development - Katy Rothwell
Digital Product Lead - Clement Okè
Engagement and Experience Lead - Lisa Jones
Experience and Development Lead - Fiona Magor
Process
The process of creating and sending the survey as well as collating the results.
With the launch of the new My Stroke Guide website and forum in November 2021, the Digital Product Manager and Head of Evaluation (Jo Fisher) developed a new survey in which we could ask specific questions about the effectiveness of the product.
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The My Stroke Guide survey currently runs operates on a ‘triggered automation campaign' using an email marketing tool called Dotdigital. The automation is set to trigger when 8 weeks after a new user has signed up for an account, and ticked the 'Consent to be contacted via email’ box in the registration form. Once the date of registration has elapsed the required 8 week rule, the email is triggered to deploy the survey email. activated their account. The address book on Dotdigital is updated monthly using a csv. spreadsheet of user data exported from the Discourse (forum) platform. Results from the survey are recorded on a data set used for reporting.
Currently, we collate the results of the survey by downloading an uncut (includes all responses) csv. spreadsheet of the participant data from Optimal Workshop. We then input the monthly data into the Discourse Google sheet which is then used as a data source/set for reports on Data studio.
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