Global Diplomatic Organisation

How SmartSurvey enables a global diplomatic organisation to elevate government service standards across the world.

The challenge of managing global excellence

With a presence spanning over 280 international locations and a workforce of approximately 15,000, this iconic global institution is responsible for delivering essential corporate services – ranging from accommodation and utilities to diplomatic support. This sprawling operation involves managing partnerships with 35 government organisations and ensuring consistent service quality at every location, from large hubs like Washington and Beijing to smaller offices with just a handful of staff.

Annual surveys have been central to understanding and improving service delivery. However, as these surveys scaled in complexity and importance, their previous tool – a widely used survey platform – struggled to meet evolving needs. In 2023, following a rigorous tender process, the organisation transitioned to SmartSurvey. The move marked a pivotal step in achieving better insights and streamlined workflows. Here’s how SmartSurvey became a trusted partner in their mission to maintain excellence across global operations.

The problem:

Scaling complexity and low engagement

The organisation’s annual survey initiative began in 2018 with a simple 10-question format. Over time, the survey grew into a sophisticated tool for measuring perceptions of corporate service provision at locations worldwide. While this evolution enabled deeper insights, it also introduced significant challenges:

• Complex Reporting Needs: The organisation needed to slice data by location, region, and service type, making their reliance on basic tools unsustainable.
  “We needed better insight. An easier way for people to understand and compare because you’ve still got the previous year’s figures.”
• ‍Inefficient Workflows: Managing surveys across hundreds of locations required significant manual effort, from setup to reporting, especially when using systems that lacked advanced integrations.

The solution

A unified platform for data-driven decisions

SmartSurvey’s tailored solution addressed the organisation’s unique needs through powerful features and seamless integrations:

• Data Analytics Integration: The integration with Power BI became the cornerstone of their data strategy. Survey responses were automatically transferred to Power BI, enabling detailed analysis and year-over-year comparisons.
  “The Power BI aspect was something that sounded quite good… we could manipulate the data and delve more deeply into it,” explained the Deputy Head of the operational team.

• Customisable Surveys: Advanced features like conditional logic allowed the team to design dynamic surveys that adapted to respondents’ inputs, increasing the relevance of collected data.
  “If they say they use one service, it will take them to those questions; if they don’t use it, it’ll skip those questions.”

• Efficient Setup and Support: SmartSurvey’s team worked closely with the organisation to ensure smooth operations, from onboarding to annual survey updates.
  “The support team has been really good…very quick to respond to anything,” shared the Deputy Head.

The Results

Transforming data into actionable insights

The implementation of SmartSurvey delivered measurable improvements in the organisation’s workflows and outcomes:

• Streamlined Data Management: The integration with Power BI enabled the team to consolidate and visualise data efficiently. Stakeholders could access reports and insights tailored to their needs, fostering informed decision-making.
  “It’s easier for people to understand and compare because you’ve still got the previous year’s figures.”

• Simplified Survey Operations: Annual survey updates – once a time-consuming task – has become seamless. SmartSurvey’s support team ensured the team could focus on insights rather than logistics.
  “This year when we ran it, it was really smooth…the support team just made the changes on the system.”

• Enhanced Decision-Making: With better data visualisation and analysis, the organisation could identify underperforming locations and drive targeted improvements. Locations scoring below 70% overall were asked to implement action plans based on survey findings.

Differentiation: Why This Organisation Chose SmartSurvey

The decision to transition to SmartSurvey wasn’t just about features – it was about finding a partner that understood their mission and could scale with their needs. Key differentiators included:

• Advanced Analytics: The seamless Power BI integration offered a level of insight that no other platform could match.
• UK-Based Hosting: SmartSurvey’s data hosting within the UK ensured compliance with stringent data protection standards.
• Responsive Support: From the initial tender process to ongoing operations, SmartSurvey’s team demonstrated professionalism and a genuine commitment to the organisation’s success.
  “They were very clear about what they could do and couldn’t do, which was reassuring,” said the Deputy Head.

Conclusion

A Partnership for Progress

SmartSurvey has become an integral part of this organisation’s mission to deliver excellence across global locations. By addressing challenges like low engagement, complex reporting, and inefficient workflows, SmartSurvey empowers them to focus on what matters most: improving corporate service delivery and strengthening partnerships worldwide.

As they look ahead to the final year of their current contract, the results speak for themselves. SmartSurvey has not only met their needs but set a new standard for what’s possible in survey management – a testament to the power of a well-designed solution tailored to organisational goals.