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,…