Last summer, John and I wrote a How-To guide aimed at H.R. Managers and Advisors to help improve their employee surveys (or conduct a successful first survey if they haven't used a survey in the workplace before). A lot of the content from the guide has been added to and published on our blog. Below is a quick overview of those posts: Getting started with Employee Surveys A summary of the … [Read more...]
Analysing employee survey results – are the numbers significant?
February 14, 2012 By Leave a Comment
If you're not into maths and statistics, then staring at survey results which show this is up and that is down might leave you scratching your head... A while ago, I came across some excellent (and simple) guidelines that can help managers identify whether changes in their survey results over time are important or not. We often use similar approaches when we help a client make sense of their … [Read more...]
Using ‘Service Recovery’ in customer surveys
February 1, 2012 By Leave a Comment
If I asked you what happens behind the scenes when a customer completes a satisfaction/experience survey (and hits submit or returns the questionnaire back to the organisation), how would you answer? The responses are collated, the data aggregated and results churned out. Some proper analysis follows, reports produced, culminating in discussions and investigations, changes and improvements. … [Read more...]
Getting Customer Feedback: Do it right or don’t do it at all
February 1, 2012 By Leave a Comment
Recently, I have stumbled upon a couple of articles and blogs suggesting that social media is the future so drop your survey and measure sentiment on twitter instead (I paraphrase). Everyone wants to play with the shiny new toy, and besides, surveys never worked, did they? A well designed customer feedback survey will deliver actionable data. If the survey is used simply to tell your staff how … [Read more...]
Five Tips for a better customer survey in 2012
January 18, 2012 By 2 Comments
Whether planning a new customer survey in 2012 or preparing to re-field a past study, here are five tips to improve the customer feedback programme in your organisation. 1. Are you measuring what’s important? Does your survey generate actionable data, or is it a scorecard that simply allows you to pat yourself on the back when the results are published? If your survey wasn't reviewed during … [Read more...]
How much does an employee survey cost?
January 17, 2012 By Leave a Comment
I was bowled over last week when John told me how much a potential client reported a competitor was quoting to conduct their employee survey. It was a lot! Occasionally, one of our potential clients has a similar reaction to Surveylab's quote (which usually falls between £1,000 and £3,000) - they think "but there are a plethora of services where I can do it myself for £50!" Comparing … [Read more...]
How to analyse your employee survey’s results
January 4, 2012 By Leave a Comment
It turns out that this is my eleventh post on the subject of how to conduct an employee survey. Yet, the analysis (and reporting) is the most important part of the survey process! This stage is central to the success of your survey, and future employee surveys... Set Expectations for Delivering Feedback Reviewing results is a relatively straight forward task, but a comprehensive analysis can … [Read more...]
How do you link employee engagement to customer satisfaction?
December 12, 2011 By 8 Comments
This was a question asked at the Stop Doing Dumb Things conference at the end of November as part of a discussion about measuring engagement - albeit asked more generally as how can we prove engagement makes a difference? Lots of comments, views, ideas and more questions ensued, exploring the customer engagement in particular. Yet, the employee engagement side has been bugging me ever since so … [Read more...]
Your survey has launched – what next?
December 8, 2011 By Leave a Comment
Once the invitations to your employees (or customers) have been sent, don't just leave your survey to run its course. I always get a sense of achievement every time we launch a survey for a client. Yes, it is a major milestone in the project, but now we also start to see something meaningful come out of all our and our client's hard work... At Surveylab, we monitor the first few responses … [Read more...]
Doing dumb things – revisiting the UK Customer Care Survey
November 7, 2011 By Leave a Comment
In the build-up to the Stop doing dumb things... to our customers and our people unConference, we have shared the summary findings of the UK Customer Care Survey that we conducted in 2008. Each year between 2004 and 2008 we pretty much saw the same results - consistently good customer service is hard to find! If you're looking for the PDF summary it can be downloaded here (or click on the … [Read more...]
Offering expert advice for designing and implementing online survey best practice. We share our experiences working in the fields of customer satisfaction and employee engagement research.