Quarterly Survey

Figure 5-2: Wheely bin lockers for the homeless in the area sponsored by Link Alliance

Link Alliance conducts a quarterly stakeholder satisfaction survey via Survey Monkey. The online survey is sent to all stakeholders registered on each station’s database and is open for two weeks. The Link Alliance encourages stakeholders to respond via its regular communication channels including email, CLG meetings and station newsletters. The survey seeks feedback on recent experiences engaging with Link Alliance and how effect the Link Alliance is at communicating and responding to complaints and feedback. The survey specifically asks if stakeholders have enough information about the project and its potential effects. The survey also asks about the stakeholders’ ability to contact the Link Alliance if they have a question or issue and how satisfied they are with the ability of the team to respond. The Link Alliance reviews the survey responses and reports the results in the monthly newsletters for each station. Based on the feedback the Link Alliance identifies specific actions to be undertaken and those actions are also reported back to stakeholders via the newsletter. The Community Manager is responsible for ensuring those actions are implemented, ideally before the next quarterly survey. Examples of actions undertaken by Link Alliance in 2021/22 for Karanga-a-Hape Station include: • Reminded site staff to ensure noise protection is installed at all times during noisy works. • Evaluated the Small Business Support Programme to ensure it is well-suited and accessible for as many small businesses as possible. • Continued improvements to site wayfinding.

Page 20 | 2019-2020 SIBD Annual Report - Karanga-a-Hape Station