Software for your Customer Feedback team
An online survey toolkit to manage all your business’s survey needs.
A survey toolkit linked to your database of contacts and allowing you to offer a full range of survey methods with simple, on-screen reporting and analysis.
Key Features
Multi-method
Choose between Post, Phone, SMS, Online or Face-to-Face methodologies; you can automatically select the preferred option for each person (if you know it) or offer them a choice. TPTracker will collate all the responses together, whatever the method.
Select candidates
Use for Satisfaction, Transactional or Profiling surveys; ask TPTracker to select a representative sample for you (e.g. for a general satisfaction survey) or specify exactly who you want to survey (e.g. those who have just completed a transaction).
Avoid survey fatigue
Because everything is linked to the core database, TPTracker knows who has been sent what and when so can apply whatever rules you want to avoid over-surveying individual people.
Comply with GDPR regulation
TPTracker will automatically prevent you from selecting people who have ‘Unsubscribed’ from surveys or asked you not to use a specific methodology, avoiding the risk of accidentally breaching data protection rules.
Link responses to profiles
TPTracker will automatically link responses to the respondent’s personal profile; if the response is confidential or anonymous, it will limit the profiling data so they can’t be identified.
Alert you
If someone uses a survey response to request a call back, TPTracker will automatically alert you so you can instantly follow up the contact without having to scour through all the data.
Collect ‘open’ feedback
TPTracker will automatically link responses to the respondent’s personal profile; if the response is confidential or anonymous, it will limit the profiling data so they can’t be identified.
FAQ's
Are there any upfront costs?
“No”. We will listen to you, put together a package to meet your needs, format and upload your existing data for you and train you to get started. All you pay is a licence fee to use it. We like to keep things simple!
How many people can use it?
Our most popular feature is that YOU control who has access to your TPTracker system. You pay for a single licence per organisation and can have as many users as you need.
Many of our competitors charge a licence fee per user, but with TPTracker you can rest assured that as your team grows, your costs won’t keep escalating up.
Can I talk to a real person?
And our second most popular feature is that we are real people on the end of a phone and we will set up your TPTracker system for you and give you advice and training on how to get the best out of it. There are no bots here!
How secure is my data?
TPTracker is protected with very high levels of security, so while your system remains easy to access, your data stays safe.
You control the access to it by authorised users only. And we guarantee that everything is hosted on servers which are on the UK mainland, to comply with data protection requirements.
Licence Fees
TPTracker is a web-based service which means you do not have to install anything on your hardware, just use any browser to access it securely. You can use any device – PC, laptop, tablet or smartphone – anywhere where you have internet access.
We charge a licence fee which covers your whole organisation, with no limit to the number of users; you control who has access to TPTracker and what they can see or do. Your licence fee will be determined by:
(a) the database storage capacity you will need and (b) the package you choose.
The ‘WE DO IT ALL FOR YOU’ option
We run all your surveys for you and you see the results in TPTracker. The licence fee covers the software and we will quote separately for managing your surveys, based on your specification.
The ‘WE SET IT UP AND YOU MANAGE IT’ option
We create the questionnaires for you and you then manage the surveys yourselves using TPTracker. We will charge a small fee (currently £10 + VAT per question) for designing and setting up each questionnaire, which includes sharing our team’s expertise and best practice advice.
The ‘YOU DO IT ALL YOURSELVES’ option
You do everything yourself, creating your own questionnaires and running your own surveys.
Getting you started
GETTING YOU THE RIGHT PACKAGE
Firstly, we want to get to know you so we really understand what you need, so we will come and spend a half day with you and your team, listening to what you want and sharing ideas with you. There will be no charge for this visit.
This will mean we can set your TPTracker solution up for you in the best possible way, load your initial database for you and then offer the best possible advice about using it all.
INITIAL TRAINING
You could then start to use TPTracker, learning as you go from the in-built ‘how to’ guides; it is really easy to find your way around. The Support Team is always there to help you when you need it.
However, we do recommend some on-site training, especially for larger organisations where different teams will be using different features and the database is linked to your own housing management system for regular updates. In this case, we usually recommend the following:
Half a day to check the automatic updating is set up and working, that you have all the fields you need in your database and that your local TPTracker administrator knows how to manage security settings and user access.
One day (usually following the above half day) to train up to 12 users. If you have a lot of users, this could be used to ‘train the trainers’ so you can take things forward yourself, or we can add in extra days to train your teams for you, if you prefer.
Half a day extra if you have added the Customer Surveys option, to train the team members who will be creating questionnaires and managing feedback campaigns.
OUR ONSITE TRAINING FEES
£850 + VAT per day or £550 + VAT per half day, fully inclusive of all our expenses.
Continuing to support you
Your licence fee gives you free access to the TPTracker Support Team during normal office hours: that’s 9 to 5 on Mondays to Thursdays and 9 to 4 on Fridays, excluding Bank Holidays.
We are contactable by phone or email. Our team is solely there to support users of TPTracker so they all have a good knowledge of best practice in the sector which they are happy to share.
Downloads for more information
