Photo credit: Bre Teofilo

Why do a subscriber survey?

As a community radio station, Triple R relies on the support of our subscribers in order to survive. The feedback we receive from listeners, and especially from subscribers, is invaluable. It goes a long way towards informing all station decisions. We really want to understand what it is about the station that you love and what areas you think we can improve. Your feedback will help us to focus on the things you value most about the station, and hopefully continue to enhance your subscriber experience.

Didn’t you do this recently?

Yes, we did – all subscribers from the last five or so years were invited to part in the survey in July. With a number of new subscribers coming on board during-Radiothon in August, these new subscribers are now being invited to respond.

Who can take part?

New subscribers will be sent an email containing an individual survey link, which can only be completed once.

All current subscribers, and past subscribers from the last five or so years, were invited to participate in the survey in July. If you missed out and would like to take part this time, then please get in touch (see below).

When is the survey running?

Invitations will be sent out from Tuesday 16 October 2018, and the survey will close at midnight on Sunday 4 November 2018.

Why did I get more than one invitation?

If you have had more than one subscription AND if they have different email addresses, then you may receive more than one invitation – for example, one at a work address and one at home.

We have spent a lot of time matching records in the database to minimise this sort of duplication, but there will inevitably be some duplicates that we didn’t catch. Don’t worry, just one survey response will be enough!

What did the database record matching involve?

So that we didn’t inundate people with multiple invitations, we used fuzzy matching algorithms to identify records that shared email addresses, postal addresses or phone numbers, and removed duplicate records.

I’m a current subscriber. Why didn’t I get an invitation?

There are a few different reasons why you might not have received an invitation:

• you may have already completed the survey in July (or been invited to do so)
• we might not have the correct email address for you in our database
• someone else in your household or business may have received an invitation
• the afore-mentioned database record matching may have inadvertently marked you as a duplicate when it shouldn’t have – sorry, it can be over-zealous sometimes

I’m a past subscriber. Why didn’t I get an invitation?

There are a few different reasons why you might not have received an invitation:

• you may have already completed the survey in July (or been invited to do so)
• we might not have the correct email address for you in our database
• someone else in your household or business may have received an invitation
• the afore-mentioned database record matching may have inadvertently marked you as a duplicate when it shouldn’t have
• your subscription may have lapsed more than five years ago

I’m a new subscriber. Why didn’t I get an invitation?

There are a few different reasons why you might not have received an invitation:

• we might not have the correct email address for you in our database
• someone else in your household or business may have already received an invitation
• the afore-mentioned database record matching may have inadvertently marked you as a duplicate when it shouldn’t have – sorry, it can be over-zealous sometimes

I didn’t get an invitation, but I should have. Can I still take part?

Yes! Send an email to rachelc@rrr.org.au and let us know that you didn’t get an invitation. Please include your name and subscriber number in the subject line, and we’ll organise an invitation for you. Requests for invitations must be received by noon on Thursday 1 Novembe, so that we have time to generate your individual survey link.

Everyone in my house (or business) is a subscriber. Do we all have to respond?

We’re assuming that each household (or business) will submit just one response. However you might all want to have your say! In that case, you can choose to complete the survey together, or you can request separate survey links for each subscriber number.

Send an email to rachelc@rrr.org.au and let us know that you would like additional invitations. Please include the name and subscriber number for each additional invitation. Requests for invitations must be received by noon on Thursday 1 Novembe, so that we have time to generate the individual survey links.

Who is running the survey?

The survey is being conducted on our behalf by ORC International, a research company based in Melbourne.

ORC International is certified to ISO 20252 and is a member of the Association of Market and Social Research Organisations (AMSRO) and as such, its staff abide by the Australian Market and Social Research Society (AMSRS) Code of Professional Behaviour, and all relevant legislation (including the Privacy Act 1988 (Cth)). More information is available on their website www.orcinternational.com

I’m having trouble completing the survey. Can anyone help?

Yes! Send an email to project_enquiries@orc-surveys.com and let us know the problem. Please include as much detail as possible about the issue (what went wrong, what device you were using etc), as well as your name and subscriber number, and we’ll help out.