Can Survey Research Increase Profits?

Yes! Employees directly impact customer experiences and customer loyalty directly impacts the bottom line. This series of relationships is known as the Employee-Customer Profit Chain. When employees are not engaged, their lack of commitment negatively affects their coworkers, customer interactions, and their productivity. Although the costs of engagement are visible through decreased productivity, sales, and…

What Should the Survey Respondent Experience for an Online Survey Launch?

The survey and all communication pieces should be branded for your organization. Each survey recipient should receive an Announcement email. Sending an announcement will boost response rates, allow bounced email addresses to be corrected, and ensure that all emails are delivered properly prior to deployment. Next, each survey recipient should receive an Invitation email with…

Are There Best Practices in Survey Research?

Feedback from customers and employees entails the accurate measurement, analysis, and reporting of human thinking:  those often messy and mysterious psychological constructs of attitude, opinion, and belief that cause human behavior. As such, customer surveys, employee surveys, and market research must first and foremost be recognized as scientific, psychological research. When the principles of scientific…

What is the Scientific Psychological Survey Research Process?

The first step in creating a survey is the most important. At this stage, you must decide who will create the content of the survey. This process avoids two very important pitfalls in survey research: including questions that are not needed, and more importantly, failing to include questions that should have been asked. Both of…

What is Scientific Psychological Survey Research?

Scientific Psychological Survey Research is often viewed as a mysterious and complex task. However, survey research relates to the numerous human dynamics that are universal to all organizations in all industries, whether related to employee or customer populations. These dynamics are simply called ‘topics,’ and associated with each topic are survey questions, or ‘items,’ that…

How Should I Develop a 360 Degree Feedback Assessment?

There are three steps to this process:  sample identification, questions development, and administration. After the targets of the 360 assessments have been determined, you must then identify the appropriate parties to engage in the 360 assessment. These groups should include peers, managers, and subordinates, because each of these groups will see a different side of…

How Often Should I Conduct Survey Research? I Have a Fairly Large Population I Would Like to Survey. What Should I Do?

When it comes to conducting survey research, you might think the more frequently you collect data, the better. Unfortunately, this isn’t always the case. Surveying a group repeatedly at close intervals can lead to survey fatigue, where respondents become disinterested, or even actively annoyed, with the request to complete a survey. However, it is important…

My Organization is Thinking of Conducting an Employee Satisfaction Survey Internally. Is This a Good Idea?

It is certainly possible to develop and conduct employee satisfaction surveys internally. However, it might not be the best decision because it comes at the price of confidentiality. To ensure adequate response rates, at least one person within the company must know who has responded and who has not. And unfortunately, the survey is no…

Can the Integrity of a Customer Survey be Impacted by Self-Administration?

Oh yes indeed!  Let’s take some lessons from a case study. An organization in the travel industry had outstanding reviews from all its clients on its self-administered customer surveys. Customer surveys were passed out by the tour director on the second to last day of the tour and were collected by the tour director the…

What Can I Really Learn From an Employee Survey?

The question here should be: “What can’t you learn?”  A well-designed employee survey can tell you just about everything. A good employee survey is a like a full-body checkup…for the organization. An employee survey can tell you whether you have problems with communication, if all levels/departments/areas have confidence in a recent change in organizational strategy,…

How Does a Patient Satisfaction Survey Differ From Other Types of Surveys?

Patient Satisfaction Surveys are unique from other types of satisfaction surveys because there is usually a large client base and that client base is frequently comprised of non-repeat customers. This creates both research design and survey design issues that must be considered. From a research design perspective, this means that the customer contact database is…

I Was Thinking of Conducting an Online Survey. What Do I Need to Know Before Rolling it Out?

An online survey is a great choice because it can be implemented quickly and it is cost-effective. It is also fairly simple to distribute the survey to respondents for completion. The relative ease of this type of survey is somewhat beguiling, but beware:  collecting the data from an online survey is only one half of…

Why Should I Conduct a Customer Satisfaction Survey? I Think My Customers are Happy With me, Otherwise, They Wouldn’t Come Back.

If only things were that simple. Customer retention is not entirely contingent upon customer satisfaction. Retention can be a result the lack of available alternatives, apathy, or even contractual agreements. This means when a competitor opens shop or pre-existing agreements conclude, “happy” customers might disappear into the sunset. Meanwhile, what these customers say to others…

How Do We Reduce Employee Turnover?

An employee exit survey helps identify reasons for voluntary employee turnover. The cost of employee turnover can be extensive and high turnover can easily destroy profitability and decrease market share. Employee turnover costs include lost productivity, both of the lost employee and those who must cover that employee’s work, recruitment costs to find a replacement,…

How do Business to Business (B2B) Surveys Differ from Business to Consumer (B2C) Surveys?

When we think of customer surveys, we most often think of end-user or consumer surveys:  how was the service at a restaurant, did the service advisor respond in a timely manner, would we stay at the hotel again. But, there is another type of customer survey, the business-to-business, or B2B customer survey. In this type…

Does Employee Engagement Start the First Day?

Yes!  Although significant time and effort goes into the hiring process to ensure the new hire is a good fit to the position and the organization, oftentimes little thought goes into the orientation process and how that impacts the employee experience and perception of the organization. The onboarding process should welcome the employee to the…

How Does an Internal Customer Survey Differ From Other Types of Employee Surveys?

There are a number of different types of employee surveys including engagement, satisfaction, onboarding, 360s, and exit surveys. Another type of survey deployed to employees is the internal customer survey. An internal customer survey measures employee satisfaction with an internal department or team. Shared services departments, such as Human Resources, Marketing, IT, Legal, and Training,…

Do I Need To Survey All Employees?

With customer surveys, you can survey a sub-set of the customer base as long as the sample is representative of the overall population. However, with employees, factors other than validity must be considered. Employees are much like families and inclusion should be an important part of the company culture. When an employee survey is deployed…

I Have a Diverse Workforce. How Can I Survey My Employees Online?

An employee survey should be accessible to the employees and employees should be allowed time during work hours to complete the survey. In some work environments, online surveys are difficult to implement due to lack of accessibility or comfort with technology. For example, employees on a manufacturing floor are unlikely to have ready access to…

How Do You Make a Survey Part of a Company’s Culture?

An employee or customer survey is a highly visible project. Many organizations are apprehensive about conducting surveys because they know action will be required to address the findings, and they are unsure about meeting employee and customer expectations. Clear and open communication can easily handle these concerns and are integral to the process. Within the…

What is Synergy and Why is it Important in Survey Research?

Most business people realize the imperative of surveying in order to obtain feedback from key stakeholders, but it is a widely overlooked fact that this is psychological research, the assessment of human perceptions, and as such, must be approached in a scientific manner in order to protect the integrity of the data. The quality of…

Our New Property Has Been Open a Year. It’s Been Fairly Popular So Far. Would a Guest Satisfaction Survey Would Be A Waste of Money?

It seems like your business is doing well, and a hearty congratulations on that. However, all it takes is a slight slip in service to generate a few negative reviews that ultimately damage the credibility of the business. A bad experience on a Monday can hit the internet by a Tuesday and lead guests to…

How Long Does The Process Take?

ClearPath Feedback Management is an ongoing process complete with ClearPath Research, ClearPath Benchmarking, ClearPath Analytics, ClearPath Synergy, ClearPath Action, and ClearPath Financial.  The phases of the project vary in length depending upon methodology, frequency, and your own timing needs.  NBRI will prepare and manage a personalized Project Plan for you based upon all of these factors.