Important Survey Details to Consider
Make the Survey Part of the Culture.
An employee or customer survey is a highly visible
project. Some companies fear surveys because they know action
will be required to address the findings, and they are unsure about
meeting employee and customer expectations. This is easily handled with
clear, open communication, an important, integral part of the
process. Within that communication, management should make it clear that
they are committed to the process and to reviewing the information
it produces. But only management can prioritize the findings
of the survey for the good of the company as a whole. Only
management can decide which issues can be addressed this year and
which need to wait due to budget, manpower, or other restrictions.
With proper communication, the survey process can
bring people together, as common problems and solutions are brought
to the forefront and action plans are made to make the Company more
successful for employees and shareholders alike. With poor
or no communication, the survey process can cause division and
distrust, so a plan of frequent, open communications regarding the process
is a key element in making it successful.
People will talk about the survey informally as well
as formally, and you want to leverage this energy to maximize results. We
suggest beginning with a company-wide announcement to build support
and enthusiasm. Include basic information about
the process. Include key dates that employees can calendar to minimize
questions and confusion, and be sure to include statements of commitment
from management that assure employees they want to hear what employees
and customers have to say.
It is also important that non-English speaking employees
and customers be able to participate in surveys. NBRI can translate into more
than 30 foreign languages, and we have user-friendly options available
for illiterate populations. Most deployment methods will include your company
logo and colors as part of the survey layout. You
may want to invent a nickname for the survey
and use it when communicating information about the survey. Use
terminology like "First Annual" to reinforce the fact that management
is committed to the process on an on-going basis
(see best practices). Some
companies have "kick-off" parties in large, central
locations to begin the survey deployment. Be creative! The
process is serious and the data is critical, but
there's no harm in having fun with it ... make it part of your
culture!
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