As a Consultant in Quality and Customer Service, Roberta Meier often attends seminars and workshops as a Mystery Shopper. As well as checking out how well delegates are catered for by the training teams, she also takes great delight in testing how tenaciously event organizers pursue her for her true opinion about their reputation.
If and when they do catch up with Roberta, how do they quantify reputation anyway?
The easiest thing to do is to use the happiness sheets (event evaluation forms) and the post event questionnaires, remembering that this is not a popularity contest but a search for factual information.
If your questionnaires ask for a numerical score against each question, finding the average score (adding all the scores together and dividing the total by the number of delegates who answered) is a useful guide. It is also constructive to look at the spread of results. Check how many people rated the presenter a 6, how many a 7 and so on. A small cluster of very high or very low scores can give a false average, pulling it up or down. You should be interested in what the majority (60%) of the attendees thought and usually these valid results are...
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