As a market researcher, asking questions and examining responses is not only natural for me – it is fascinating.
When I take a survey, I am always looking to understand what the company is trying to uncover. Is it customer satisfaction, a review of their facility or employees, or to know how customers are responding to a particular offer? Or something more?
Reading responses to surveys is even more exciting. Kind of like having a box seat at the World Series.
Analyzing responses to surveys – whether they are mystery shops, satisfaction surveys, or retention surveys – provides me with OMG moments of clarity about a client’s business.
Stories are created when you weave the tales of consistency – and exception – from the answers to questions asked. Often the reality of what respondents are experiencing is very different than the perceived reality of those who mandated the survey.
Which is why we encourage our clients to survey frequently – and to ask relatable questions to both customers and employees. Especially employees.
Most companies survey their employees only once a year.
Asking employees about what is working and is what is not on an annual basis is like reading yesterday’s news. You get a snapshot view of the likes and dislikes of what happened – not what IS happening.
Responding to a long list of generic questions does not solve employee problems – or increase employee engagement. By the time an annual survey is completed, the answers compiled, and delivery made to senior management, it’s all old news.
What happens, in the end, is nothing much changes after all.
Which creates resistance and ambiguity for employees about taking the survey at all.
These are the people who are serving your clients. With resistance and ambiguity lingering over their minds, what kind of attitude do you think they project to your customer?
Employees want – and need – to be engaged. They want- and need – to be taught, be heard, trust, and be trusted.
According to Gallup:
Engaged employees make it a point to show up to work and do more work — highly engaged business units realize a 41% reduction in absenteeism and a 17% increase in productivity. Engaged workers also are more likely to stay with their employers. In high-turnover organizations, highly engaged business units achieve 24% less turnover.
So how do you engage employees?
- Teach, listen, trust, and be trusted.
- Ask questions often. Survey employees monthly (or at least quarterly) to understand what is happening NOW. A short 5 question ‘listening to the beat’ survey to capture employees current thoughts, problems, and ideas to track and trend responses.
- Create a coaching/mentoring program where employees can learn, grow, contribute, and drive results. Use internal and external coaches to create an atmosphere of confidence and trust.
You’ll be fascinated – and amazed – at the results. Following these steps will help you to know what is happening NOW. You will start writing on ongoing narrative of that will create change – and drive results – within your organization.
My team can help to create an employee survey program for you that will help you to quickly identify concerns from your employees.
I can also work with your organization to coach the mentors within your company to help them keep employees engaged to drive results.
Email me today at email@example.com to schedule a free consultation.
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Contact me today to schedule a free coaching or survey development consultation.