HomeMy WebLinkAbout04. (Handout) Presentation by Sherri Petro of VPI StrategiesI
VPI Strategies
Sherri Petro
In conjunction with Dr. Larry Bienati,
Consultants to Management VP i STRAI EG € S
• Customer survey project parameters
• Board interview results
• Suggested data - gathering vehicles.
• Sample survey so far
• Next steps
CIF
4/21/2014
E
A
Customer Survey Project
• Discovery Phase
• Review current strategic planning efforts
• Pull questions from like projects
• Attend meeting with Executive Committee to
determine goals
• Interview board members for expectations and
knowledge desired about customers
• Present question concepts, timeline and format
• Outcomes
Project plan, query strategy, summary notes
V
Customer Survey Project Parameters
• Design Phase
Refine question concepts
• Write exact questions
• Identify best incentive structure
• Create comprehensive communication plan
• Work with staff to design outreach materials
• Author scripts for messaging
• Outcomes
Survey and other vehicles, communications plan
and launch -ready materials
4/21 /2014
K
• Delivery Phase
• Launch survey
• Reminder sent
• Stakeholder interviews w /summary notes
• Facilitate discussions
• Outcomes
• Survey to market
• In -depth stakeholder themes
• Facilitated discussion highlights
Board Interview Results
• Spoke to four of five
• A lot of issues expressed
Organizational identity
Services
Marketing
Hot topics
• Recycled water
• Farming
• Unfunded liability
4/21/2014
3
Survey
• Organizational identity
• Services
• Marketing
• General knowledge about hot topics
Facilitated discussions and stakeholder
interviews
Hot topics
4/21/2014
2
Next Steps
• Determine timeline
• Take plan to full board
• Get ready for Phase Two
4/21/2014