2015 SOCAP Member Survey Question Title * 1. When thinking of SOCAP service delivery last year, how would you rate us? Excellent Good Satisfactory Unsatisfactory Poor Excellent Good Satisfactory Unsatisfactory Poor Question Title * 2. If poor or unsatisfactory, please give the reason why Question Title * 3. What does a SOCAP membership mean to you? Being part of a network of complaint handling professionals An expert network where I can access invaluable research A quality service Access to training and resources Opportunity to attend Symposium Not very much at all Other (please specify) Question Title * 4. Did you find our SOCAP Member email newsletters useful last year? Yes, I read the content and found it useful Yes, I read occasionally No, I don’t read the newsletters Question Title * 5. How often do you like to receive email newsletters Daily Weekly Fortnightly Monthly Never Question Title * 6. Is Consumer Directions a useful publication to you? Yes, I read the content and found it useful Yes, I read occasionally No, I don’t read Consumer Directions No Other (please specify) Question Title * 7. Are there any changes to content you would recommend? Yes No Question Title * 8. If yes, select or suggest below More thought leadership pieces More in-depth research Case studies Member profiles Practical tips and tools Interactive quizzes Other (please specify) Question Title * 9. Would you prefer to receive Consumer Directions in digital format? Yes No Question Title * 10. Did you attend any SOCAP training courses last year Yes No Question Title * 11. If yes, which ones? Letter Writing for Complaint Handling Masterclass Difficult Customer Behaviour Investigate to Resolve Collecting Analysing Reporting Data Coaching for Complaints Root Cause Analysis Managing Difficult Customers Emotional Intelligence & Complaints Customer Journey Mapping Create High Performance Teams Advanced Mediation Skills: A Advanced Mediation Skills: B Managing High Conflict Personalities in Legal Disputes Courageous Conversations for Complaints Other (please specify) Question Title * 12. What type of courses would you like to attend this year? Negotiation skills Social media ROI Complaint handling for social media (a practical approach) Building customer relationships through social media Crisis handling (and dealing with negative publicity/public backlash) How to get repeat business from customers on social media Mediation skills Standards Masterclass Other (please specify) Question Title * 13. What is most important to you about your membership (1 being the most important 11 the least) 1 2 3 4 5 6 7 8 9 10 11 Advocacy 1 2 3 4 5 6 7 8 9 10 11 Accredited training 1 2 3 4 5 6 7 8 9 10 11 Training courses 1 2 3 4 5 6 7 8 9 10 11 Whitepapers 1 2 3 4 5 6 7 8 9 10 11 Case studies 1 2 3 4 5 6 7 8 9 10 11 Networking events 1 2 3 4 5 6 7 8 9 10 11 Personal development training 1 2 3 4 5 6 7 8 9 10 11 Consumer Directions 1 2 3 4 5 6 7 8 9 10 11 Symposium 1 2 3 4 5 6 7 8 9 10 11 Soundbytes 1 2 3 4 5 6 7 8 9 10 11 Social media interaction (LinkedIn, Facebook, Twitter) Question Title * 14. What are some of the challenges you face in your current role? Dealing with difficult customers Negotiating effectively Crisis management/response Dealing with negative publicity Customer retention Identifying customer needs Other (please specify) Question Title * 15. What additional services would you like SOCAP to offer? Online members forum Online training Business benchmarking and diagnostic tools Regular webinars Policy and advocacy for industry Online Q&As with industry experts Telephone advice line Other (please specify) Question Title * 16. How often would you like to attend networking events? Monthly Quarterly Every six months Once a year Never Question Title * 17. Would you recommend SOCAP to other individuals/organisations? Yes No If no, why not? Question Title * 18. When do you want to receive your membership renewal? Two months before it is due One month before it is due One week before it is due On the due date Question Title * 19. What is you preferred method of payment? Online (credit card) Phone (credit card) EFT Purchase order Question Title * 20. To quality for the 10% off your next in-house training, please enter your details below so the SOCAP Australia office can contact you. Name Company City State Postal Code Email Phone Submit