An always-on, stand alone survey that aims to capture longitudinal data and provide insights on community sentiment
What is the value of the Community Monitoring Survey?
Providing Strategic value
The community Monitoring survey provides early warning system for declining community satisfaction around trust, services or quality of life: proactive rather than reactive governance.
It also provides evidence base for decision-making and Reduces risk of policy misalignment and resource allocation with community needs
Cost & resource efficiency:
By using this survey within your platform it will be cheaper than manually administered surveys. The community monitoring survey is an always-on digital system that keep collecting data continuously. Additionally, it streamlines data collection and analysis processes, eliminating reliance on researchers or external consultants as you are able to do the analysis within the platform.
Creates a culture on continuous engagement and trust-building:
As the community monitoring survey is "always-on", it creates a predictable channel for community input and normalizes regular feedback as part of governance, and builds credibility. Overall it promotes a low-barrier opportunities for resident input.
How to set up the Community Monitoring Survey
The survey and its settings will be found within the admin pannel under the tab “Community Monitor”. If you do not see this tab then this means you did not purchase this feature. Please contact your Client Success Manager or the support team to gain access.
General Settings and survey creation
You can navigate to the general settings tab to build your Community Monitoring Survey. By default 11 sentiment scale questions covering 3 pillars of satisfaction will be already there: quality of life, service delivery, Governance and Trust. All these default questions can be edited to fit your needs.
You can also add your own new sentiment scale questions - any new added questions will be added in the live monitor dashboard under the section “other” - it will not be visualised within the existing 3 pillars of satisfaction.
Pop up settings
To enhance user engagement without being intrusive, the pop-up will only appear under specific conditions:
it will show if submissions are being accepted
only for residents who haven’t seen the pop-up in the past 3 months or filled out the survey during that time.
The pop-up will appear when loading the Homepage or a Custom Page, or after a resident registers for an event, submits a vote, or returns to a project page after submitting a survey.
Admins can control the frequency of the pop-up within a quarter, and disable it entirely by setting the frequency to 0 in the popup settings.
Additionally, a homepage widget can be added in the homepage builder for more visibility
Access rights
You can set who can participate to the monitoring survey in the access rights in the same way you do so in any other participation project. You can make it open to everyone so users can answer it without logging in or only to users who first register.
Data Collection
Answering the monitoring survey will only be possible once a quarter (once every 3 months).
Please note that if you choose the access rights “none” meaning that users don’t need to log in to participate the measures to make sure that a users only replies to the survey once is less robust. we use multiple pieces of data/information (”fingerprint”) about the specific device the user is on to prevent them from submitting twice - however this is not foul proof and the same user still could submit the survey multiple times in the same quarter, if they submitted it on multiple devices or if they were somewhere where they had a different IP address.
Live monitor dashboard
The live monitor dashboard shows a top-level ‘health score’ system (average value of all the survey sentiment questions) that tracks three core pillars:
Governance & Trust
Community Life
Services with actionable takeaways for municipal-policy-makers
The data is shown per quarter and you can adjust the quarter you wish to focus on. It includes quarter-over-quarter trends and benchmarking.
How is the Health Score calculated
The Health Score is simply an average value of all the survey sentiment questions. Each question has a specific category connected to it (Quality of life, Service delivery, Governance and trust, or Other). This category is used to calculate an average per category, which you see beneath the Overall Health Score. Note: For the first version of the Community Monitor, we were unfortunately NOT able to get to allowing admins to set a specific category for new questions they add. This means:
New questions added by admins will always get an “Other” category type.
When there are custom questions, an average will then be calculated for the “Other” category and it will appear beside the others in the Health Score Widget UI.
The Overall Health Score will also include the “Other” questions when calculating the overall score average.
Survey responses
You can use the AI analysis to analyse responses of each qualitative notes added to survey questions if you turn on “ask follow up” in the monitoring survey builder
You can also download the raw data responses in the general settings tab - by pressing the 3 dots next to “edit” survey and click on “download survey results”
Reporting
In the reporting tab you can create with just 1 click a report on quarterly insights. You can simply select the “Community Monitor template” and an auto-populated report will be created.
You can use the survey question widget to filter and analyse question responses by Registration Fields in order to get a better demographic breakdown for each of the sentiment questions.
At the start of each quarter admins will receive an automatic email with the Community Monitory report for the previous quarter.