How a modernized data architecture decreased survey analysis time from weeks to hours so our client could quickly respond to changing customer needs in the era of COVID-19.
While no better way to know what your customers want than directly obtaining this from the source, customer surveys will only help an organization if they are able to quickly analyze results, understand the feedback, and translate it into meaningful action that best serves their customer base. If you don’t take action on your insights, your customers won’t feel heard and your credibility is at risk.
One of our clients is a large medical membership association with members across the country operating their own clinical practices. Our client needed a clear understanding how their members were being impacted by COVID-19 and what approaches they were taking to deal with the drastic change in business operations. They created a 50-question survey with questions about operational changes, client numbers, PPE, and financial impact to be sent to more than 2,000 members.
Aware of the limitations of their existing survey structure, they knew a survey of this magnitude would take weeks to clean and aggregate the data into a format from which they could draw actionable insights.
Instead of investing in new technology and learning new tools, we took advantage of managed services offered in their Microsoft Azure environment.
With a more flexible and agile data architecture, the process to analyze their survey data was cut down from weeks to under one hour.
Here’s how we did it:
Not only did this infrastructure significantly improve the speed by which our client could begin to analyze the data, it also served as a central repository of all survey information. By loading other types of surveys in the same format, we created a central data store which can be used by the client’s data scientists to perform more advanced analysis.
The real value of survey results comes when your organization makes positive changes from gleaned insights. Our client is using the survey data to help their members better plan, strategize, and succeed during COVID-19 and beyond:
Through efficient and informed use of their data, our client is providing value to their customer base during a difficult time and helping shape effective policy moving into the next phase of recovery.
In this upcoming webinar, data experts will participate in an interactive panel discussion and discuss in more detail about how Customer Behavior, Supply Chain, and HR/People Analytics can help you handle new challenges during the recession.
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