NSO/RST Stakeholder Survey tool
The Stakeholder Survey tool developed to help sector organisations better meet the needs of its stakeholders is now ready for use
What is it?
SPARC has worked with Potential Development and Leaderskill Group to develop a Stakeholder survey to enable sector organisations measure their stakeholders’ perceptions of their overall performance.
The survey will provide a quantifiable picture of their organisational performance as perceived by their stakeholders, which if re-administered on a regular basis can then be used to track an organisation’s progress.
A separate survey for NSOs and RSTs has been produced given the differences in both purpose and key stakeholder groups between the two types of sector organisations.
Who is surveyed?
The survey is targeted at stakeholders with a direct knowledge of, or relationship with the sector organisation.
The stakeholder groups are:
NSO stakeholder survey |
RST stakeholder survey |
| Athletes |
Regional sporting body representative |
| Elite level high performance coaches |
Sport/recreation club representative |
| Junior, club or regional coaches |
Territorial Authority |
| Officials |
Health service funder/provider |
| Sporting club representatives |
Early childhood, primary or secondary
education provider |
| Regional sporting body representative |
Tertiary education provider |
| Affiliated partner |
Maori community/Iwi |
|
Disability support agency |
These categories are the default setting for the survey but can be amended to suit the specific needs of the surveying organisation.
Funders and sponsors have purposefully been omitted from the stakeholder survey due to the very different nature of the relationship with sector organisations, and the need to manage and monitor funder and sponsor satisfaction on a one to one basis.
How is the survey completed?
All respondents are sent an email containing a link to the survey site and instructions for how to access and complete the survey. The survey should take respondents no more than ten minutes to complete.
The responses are 100% anonymous; responses cannot be traced to an individual stakeholder.
What are the respondents asked?
NSO Stakeholder survey |
RST stakeholder survey |
| Leadership and direction |
Contribution and facilitation |
| Communication |
Communication |
| Service delivery |
Service delivery |
| Quality of relationaship |
Quality of relationship |
Opportunities are provided at the end of each set of questions for respondents to provide qualitative responses through an additional comments field.
How are the results presented?
Once the survey has been administered the results are automatically collated and presented into a PDF report. Displayed in the report using a variety of graphs is the demographic information, an overall score, summaries of each of the ‘pillars’, the specific results for each of the questions, and the comments made by respondents. Also included is a breakdown of the results by stakeholder group, so you can easily see, for example, the perception of coaches on the NSOs communications. An example report can be downloaded from the SPARC website.
The results are also downloadable into excel format to allow more detailed analysis.
How do I administer the survey?
Currently SPARC and Potential Development will perform all of the administration of the survey and provide you with the completed report. If required SPARC will work with you to amend the survey to ensure the tool meets your specific requirements.
Phase 2 of the stakeholder surveys’ development is currently being scoped; this may involve a web interface allowing sector organisations to administer the survey directly.
What information does SPARC require to administer the survey?
A spreadsheet is required containing the names and email addresses of all of your organisations key stakeholders along the stakeholder groups identified above. In order to return statistically valid data and account for response rates as many stakeholder contacts as possible are required. SPARC will not use the stakeholder details supplied for any purpose other than the administration of the survey.
Your organisation’s logo is also required to add to the online survey form.
Ahead of the survey going out an email message from your CEO is required to give respondents a ‘heads up’ about the coming survey.
What do SPARC do with the information?
The tool is designed to provide you with feedback on your performance and perceived by your stakeholders, to enable you to better meet their needs. The contact details provided, and the information collected is yours, SPARC will not use the information for any other purpose.
For RSTs a stakeholder satisfaction measure is a requirement of the SPARC investment schedule. The tool will provide a measure of stakeholder satisfaction to satisfy this requirement. The focus for SPARC however, is not on monitoring but ensuring the RST understands stakeholder perceptions of performance and responds accordingly.
Who do I contact to run the survey on my organisation?
If you would like to administer the Stakeholder Survey please contact Vicki.mcloughlin@sparc.org.nz, 04 473 2089
Updated | 25 Sep 2008.
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