The National Gallery
Case Study - Activity Feedback Surveys
This solution was driven by key evaluation challenges:
Evaluation expertise was required to support evaluation and survey design, conduct analysis, etc.
Needed to gather data year-round for this on-going programme to understand change over time and with different activities.
Needed similar metrics to compare across programs and be able to view benchmarking analyses.
Accumulated a backlog of paper-based surveys needing data processing, analysis and reporting. Needed option with low staff time requirements.
Results needed to be understandable by non-expert practitioners and available ‘on demand’ to inform decision-making of in-house staff and management.
Solutions were delivered to establish and support ongoing evaluation and research aims:
Survey Design
Research requirements were calibrated in consultation with a Qualia Analytics' Research Advisor and implemented using best available survey methods.
On-site enrolment
An enrolment form allows collection of visitor demographics at events, even if the Feedback Survey is not completed.
Feedback Survey
The online survey is accessible and easy to use for all visitors and family types, allowing maximum visitor participation.
Analysis
Survey questions are linked to automatic analysis in institutional dashboard. Institutional users can easily access real-time analytics. Data is owned by The National Gallery and always available for download.
Flexibility
Users have continual access and sharing between institutional stakeholders.
Survey system was designed to establish and support ongoing evaluation and research aims.
Registration & Survey Response Collection
Enrolment Form
An enrolment form collects contact details for respondents with their permission.
Feedback Survey
The online feedback survey form accessible via the invitation email sent to respondents.
Respondent Comfort & Access
Participants complete the survey by clicking on access link in the email, responding to the survey, and submitting their responses.
Real-time Access to System Outputs
Analysis
Automatic analysis is conducted in real-time, and includes graphs and charts with descriptive statistics and comparisons.
Flexibility
National Gallery users can always access individual and aggregate response data via the survey system dashboard.
Institutional Flexibility & Access
Data is always available for download and owned by the National Gallery.
INSTRUCTIONS FOR STAFF
Enrolment survey is designed to be completed by National Gallery staff, by simply following the on-screen instructions.
APPROACHING RESPONDENTS
After collecting basic information, staff approach potential respondents to ask for consent and email address.
Instructions for staff include suggested phrases for talking to visitors.
Staff use tablets with the Qualia Analytics app for offline data collection. This is available to all institutions with an active Qualia Analytics survey system.
Read more
Staff members simply select the correct responses.
BEFORE BEGINNING
Respondents are greeted with an overview of survey.
Respondents are reassured about privacy of responses.
Respondents are informed that they will be automatically entered into prize draw.
ABOUT THE VISIT
The survey starts by asking respondents about experiences and opinions on The National Gallery and the event that they attended.
Likert scale questions automatically adjust on smaller screens to become more user-friendly.
ABOUT THE RESPONDENT
Respondents are asked further demographic questions. These are more in-depth than information collected with the Enrolment Form.
Questions include:
- Education
- Ethnicity
- Employment status
- Gender
- Age
- Place of residence
FUTURE CONTACT
Opt in check boxes for mailing lists and future contact from the Gallery, including link to the online privacy policy.
Clear explanation of involvement in future evaluation or feedback schemes.
Ensures respondents have their say on future contact in an explicit manner.
DASHBOARD LOG-IN AND USER ACCESS
Dashboard access is provided institutional users provided on request.
Access to institutional users provided on request.
Login access e-mailed directly to users.
DASHBOARD ANALYTICS
Survey response data available immediately after submission through charts, graphs and tables.
Information in tables can be viewed by clicking ‘See details’.
Analytics are preset in initial setup based on needs of the study. These can be easily adjusted by Qualia Analytics staff upon request.
Key features included in this evaluation system
Response Saving
Respondents can leave surveys and come back later.
Offline Data Collection
Internet can be unreliable. Collect data offline, then sync later.
Benchmarking
Compare results at all levels: respondents, programmes, etc.