As the spread of the coronavirus slows down, Europe is cautiously trying to get back to business with restrictions loosening across the continent. Denmark is opening up their shopping malls, The German Spy Museum in Berlin opened its doors for the first time in weeks, and Austrians can head over to hairdressers in Vienna after two months of lockdown.
With many European countries relaxing some of their restrictions, many are returning to public life. It’s a slow change and many restrictions will remain for the coming months. So, does this mean that your employees should slowly come back to the office? Hold your horses.
Health and safety first
Whether your employees have been working remotely or staying home due to business closure or health concerns, you need to ensure a healthy and safe transition back to the office. In other words, you need to determine when and how you can call back the troops.
We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back.
Pulse surveys collect real-time feedback, are flexible and
adaptable, which allow the addition and removal of questions based on previous
measurements. They allow for a proactive system that adapts to your employees
and their experiences.
The Return to Work Pulse Solution
Our solution helps organizations quickly understand and address the employees’ unique concerns and needs to create actionable plans for transitioning teams back into the workplace.
Pre-built assessment questions and an automated
point-in-time report cover the following topics:
Health and safety needs
Company and manager communication requirements
Readiness to reintegrate
This solution can be used for planning the reopening, as
well as readying the organization, teams, and managers for a variety of
Employees returning back into the workplace
after an extended period of remote work
Employees returning to work from extended
self-quarantine or personal health safety concerns
Employees who interact with the general public
and/or customers and are returning onsite
With our reports, you can use real-time employee experience
data to make the best plans for your organization —
and your employees — as you transition
back to the workplace.
Are you interested?
Our consultants are ready to help you get through this. Book a demo.
Monitoring employee engagement and satisfaction requires consistency and this can be time-consuming for managers. With our new feature release of teams and employee profiles, you can empower your managers to collect and analyze feedback with just a few clicks. Reading time: 3 min.
It’s impossible to not be part of a team. Teamwork combines different skills, approaches, and ways of thinking. Teams that know how to work together are great assets to companies since they help achieve results, however, when a team doesn’t operate like a well-oiled machine, it can cause delays in delivery, decrease in morale and strategic failure.
If we look globally, companies are redesigning their organizations to be more team-centered which means teamwork isn’t going anywhere, so it’s important for you and your company to know have the tools you need to assess the strengths and weaknesses of teamwork in your organization.
Teamwork efficiency and collaboration can be affected by a number of factors from changes in work tasks, team members or employees’ personal lives. Therefore, monitoring teamwork engagement and efficacy requires constant measuring. Well-designed surveys that have a strong theory-based framework and account for the goals and objectives of your organization will yield the data you need to take action. We promise you. But, and it’s a big but, that will not bring about real change unless you empower your managers with the right tools so they can do their work.
That’s why we released employee profiles and teams.
This platform update allows your managers to continuously and easily assess their employee engagement and team performance. Whenever they need to collect feedback, they simply pick the team that needs assessment, import the background information already stored and invite their employees with just a few clicks.
The employee background information stored allows every single manager to slice and dice through the collected feedback to understand and identify problem areas, giving them the information they need to keep employees happy, engaged and for teamwork flourish.
First things first, have you met Enalyzer organizations?
Organizations allow you to have all your company’s employees, data and content under one online roof and not distributed throughout individual employee accounts. Everything created within the organization will always stay there and can never be transferred out, since leaving an organization means leaving all the work you’ve created behind. In short: organizations keep your company’s data in one place and protects it from employee turnover.
Integrate your organization with Azure Active Directory (AAD) and automatically add all your employees to your organization. This provides them with single sign-on (SSO) which adds security to your organization and convenience to your employees. Plus, organization members will be automatically added or removed based on their AAD membership.
Now it’s time to organize employees in teams
Whether your organization adheres to conventional or dynamic hierarchies or a flat structure, we can accommodate to your structure. With Enalyzer, you can create teams that reflect your organization and use them to group your employees. Teams work with a hierarchy structure, that allows you to create teams within teams and you can use this structure to collect feedback as well.
All employees have employee profiles with various background variables, so when you invite a team, you can import all employee variables.
Add your employees and set up their profiles
You can add any and all organization members as employees so you can easily collect their feedback and you can customize employee profiles. Employee profiles consist of their background information, aka demographic data that you can customize. You get to decide which variables these profiles contain, e.g. age, gender, salary, manager and more. Instead of manually setting up a CSV every time you conduct a team or employee survey, you can just import the data stored in the employee profiles. And, of course, all employee background information can be used to segment, benchmark, and drill down into your data when you analyze the collected feedback.
With our quick results summary report, managers can also get a quick overview of employee feedback. If you’re not sure where to start, we created a template for you!
Reports are crucial for any measurement, however, if set up improperly, they can confuse and even misguide readers. In short, mistakes in the report setup might not make sense to those who need it the most. Nevertheless, well-thought-out reports can quickly deliver insights, as well as discover patterns in your survey data.
To help you bring data to new levels, we have compiled 10 things to keep in mind when designing Enalyzer reports to maximize the return on your reports. But first things first…
The quality of your report is defined by your survey. To achieve a quality report, you have to start with a survey that has a clear purpose in the form of goals and objectives, formulate unbiased and clear questions, and have a response rate that is representative of your target audience. Great, now that it is out of the way, let’s move on to our 10 tips for building better reports!
1. Share your report for a higher response rate
One of the main goals for any survey is to get a high response rate and sharing your report with respondents is the best way to reach this goal. When you share your survey with your respondents, it’s a good idea to share your report as well. Sharing survey results is one of the best ways to increase participation. For example, for B2B customer surveys, account managers can share the results with their customers, since they already have a relationship, and it can push customers to leave their feedback. As for employee surveys, you can nudge your employees to leave their feedback by showing the results divided by department, this can create a small competition which unquestionably will lead to a higher response rate.
2. Your survey sets the tone
Your survey’s audience and frequency have a direct influence on your report setup, anonymity, distribution, and maintenance. Let’s take Customer vs. Employee surveys as an example.
Readers: The first thing that is already decided by your survey is the report audience, aka the readers. For customer surveys, the account managers are the ones that need insights to improve and better understand the customer experience, whereas, for employee surveys that responsibility falls under HR and/or managers.
Filters: The readers define the filter setup of your reports. Employee reports operate with closed filters so that department managers can only access their feedback and no other department results. On the other hand, customer reports can have open filters that can help you filter down to very specific customer groups and view specific results.
Anonymity: We recommend that employee surveys have an anonymity level of 5 completed responses to protect employee anonymity. In other words, data will not be shown unless there are at least 5 completed responses, this will make it impossible for managers to pin-point individual employees, as well as ensure confidentiality. If employees know their feedback will be handled carefully, they will be more likely to provide honest feedback.
3. Define your readers
Reports are meant to be presented to someone; they have an end-user which means you need to have their needs in mind when creating reports. Once you have your readers in mind, ask yourself the following questions:
Are they used to working with data in general?
How do they normally interact with data?
How detailed should the data be presented?
How much guidance should the reader have?
If your readers are used to working with data, they can easily navigate detailed reports. However, if the opposite is true, you might want to opt for focusing on averages to show key findings and metrics. Some readers need more guidance than others to get them through a report. This can take the form of texts summarizing key results and highlights, color intervals in charts to illustrate areas of improvement, and more.
The point is to think about who will be reading the report, their preferences, and their needs. Once you have this, the report setup will be a breeze.
4. Be consistent
The purpose of any report is to provide insight and for this to be done effectively, the information needs to be presented consistently. Readers will understand the information, discuss it, and make effective decisions based on what they see. This repetitive and consistent approach allows readers to move beyond understanding the data and begin interacting with the information.
What do we mean by a repetitive approach?
The first image is a mix of charts and color themes that looks messy and confusing. Readers will have to put an extra effort into understanding what’s being presented to them. However, if we look at the second image, we can see a pattern. Overall themes are illustrated with gauges, and sub-questions are presented with average bars, as well as stacked bars to show the distribution of responses and a color theme that clearly illustrates whether the responses are positive or negative.
In other words, the repetitive approach needs to follow a certain logic when it comes to your chart types, the terminology used, color themes, and the report layout.
5. Keep a structured layout
This tip goes hand in hand with the repetitive approach. Structure your report with sections to increase readability. Report sections should also be structured not only in terms of content, as we went through previously but also columns and layout.
6. Group and compare data with data series
Data series are for those who want to venture into complex reporting. A data series is a grouping of data based on one or more filters. You can plot multiple data series in a chart for comparison or benchmarking purposes.
Benchmarks give you an easy way to compare your results across departments, countries, years, and other variables. It a way of providing your results with context and understanding where your organization stands. With the Enalyzer data series function, you create the benchmarks, giving you full control over the entire process.
7. Filter out partial responses
Some include partial responses, which means respondents that did not finish the survey. However, over at Enalyzer, we recommend that you only work with completed responses.
Partial responses are incompatible with quota sampling and weighting because the base fluctuates across all questions. Moreover, it can be confusing to readers when the total number of responses changes across the report.
Finally, you never really know why a respondent left a survey. While it could be that they ran out of time, it could also be that the respondents wanted to review the survey before answering, which means you risk ending up with random data. This scenario invalidates and corrupts your data. Why take the risk?
Excluding partial respondents in Enalyzer reports is simple, just add a closed filter based on response status and select “completed”.
8. Guide the readers
Humans can’t process too much data at a time without getting overwhelmed. Getting overwhelmed leads to decision fatigue which makes it harder for your readers to think strategically. Consequently, you should help your readers by highlighting certain key metrics on the front page, especially if your report consists of multiple sections and charts.
Top/Bottom charts are brilliant for guiding readers and directing focus on what matters. Top/Bottom charts visualize the strongest and weakest data points which allow the reader to understand what is working and/or what needs improvement. You can supplement this by asking respondents which themes are most important to them, if any of them are part of the “bottom”, then you know where to direct reader focus.
9. Scale with report templates
Most of the time, you’ll be creating different reports for different readers, for example, a report for direct managers can look different from a report for top management. For that reason, we recommend that you create a report template that you can scale and save a huge amount of time.
We recommend you pilot test your report before you scale it up. A pilot test could involve sending it to key personnel and/or people part of your reader target audience and get feedback before you scale your report template into the full deliverables.
What’s even better is that with Enalyzer you can share report templates with your entire organization. When you share surveys as templates, you can choose to include reports as well. This will save your colleagues tons of time.
10. Practice makes perfect
As with many things, building reports is something you learn by doing. Remember that context is key, so ask yourself the following:
What type of survey?
Who are the readers?
How are you going to distribute it?
The best way to start is to play around and get the first section ready, after that you can use our edit in bulk function to get through the remaining sections quickly.
Surveys, reports, and insight are in a symbiotic relationship. They cannot exist without each other, at least not in a way that brings value to your company. Today we’re going to highlight reports but never forget that one cannot exist without the other.
Reports help you visualize and understand the survey data that you can share with whoever needs to see it so that everyone makes informed decisions.
Sounds advanced? It’s not, because with Enalyzer anyone can be an analyst. You can create customized reports that tell a story and share it with relevant stakeholders, without any experience.
Let’s Break It Down
A report is greater than the sum of its parts but let’s talk about those parts and their benefits.
REPORT CHARTS Charts are a report’s cornerstone because they visualize data. Different charts address different needs and the correct combination will get you the insight you need.
REPORT FILTERS You can filter reports by answers, time, and any survey background variable, e.g. age, department, unit, company, and more. Filtering and drilling down into your data gives you a better understanding of the state of your business.
GROUP AND COMPARE DATA WITH DATA SERIES Create data series (a grouping of data based on one or more criteria) and add them to a chart for comparison or benchmarking purposes. This gives you an easy way to compare your results across departments, countries, and other variables.
REPORT SHARING & VERSIONS With Enalyzer you can share your reports securely with others and provide them with read-only access. To ensure the right data gets to the right people, you can create different versions of the same report and share them.
The ABCs of Reports
In this 30 minute session, you will learn the basic chart types, filtering options, and other tricks to kickstart your online reporting journey.
Advanced Reporting Techniques
In this 30 minute session, you will learn how to set up reports like an expert. We’ll review advanced chart types, e.g. time series. Define variables, set up data series, as well as sharing report versions for limited access to your reports.
Why stop there? There’s more
We’ve compiled a list of webinars to help you get started with Enalyzer and give you a closer look at the multiple features available for your surveys and reports.
NEED HELP SETTING UP REPORTS? If you would like a team of experts to help you with the report setup, you can always get in touch with our consultants! They can help out in whatever you need or take over the entire process. Get in touch with us and let’s figure it out together.
A website survey is, as the name suggests, a survey in your website, blog, online store, pretty much any HTTPS or WWW. Its purpose is to collect website feedback from your users, readers, customer, subscribers. In short, website surveys are perfect for collecting honest feedback from your target audience because they can find them when and where it’s relevant.
Website surveys are versatile since they take a multitude of forms, from pop-ups to embeds, and can be placed in different places in your site, depending on the pages you want to improve or need feedback on. Website surveys give you an excellent opportunity to learn why visitors visit your site, what they’d like to find, and assess their experience. So, stop guessing and start knowing.
Level up with website surveys
Whether you want to understand your target audience or increase your conversion rate, forms are versatile tools that can help you get the insight you are looking for and need.
FEEDBACK If you want to understand your visitor’s experience of your site, why not add a feedback survey to your website? You can feedback on your navigation, design, user-friendliness, content, and more. A survey like this would normally include questions like:
What brought you to our website? Where did you find our website? To what extent was it easy to find what you were looking for? If there is one thing you would like to change about our website, what would it be?
EXIT SURVEY Conversion rate, the percentage of visitors who take the desired action, is a popular metric to assess growth. The desired action depends completely on your product/service and organization. For example, an online store’s conversion is a purchase, whereas for a social media platform it is creating an account.
If your conversion rate is low or you are not seeing a stable improvement, you can conduct an exit survey that activates after a certain amount of time. Such a survey can give you more insight into why your visitors are hesitating and not converting, and you can use that insight to increase conversions.
NET PROMOTER® SCORE The NPS is an extremely popular metric to assess customer loyal and if you know us at all, you know it’s also an Enalyzer favorite. The NPS metrics consists of asking customers one question:
How likely is it that you would recommend this [company/product/service] to a friend or colleague?
Adding a permanent NPS survey to your site, for example, at the bottom of your page allows customers to send you continuous feedback.
FORMS Feedback is fantastic, we work with it every day, we’re fans however, website surveys can do more than collect feedback. Is this an online store? Add an online order form. Do your customers need to book appointments? Add a booking form. Do you want to stay connected with your customers? Add a contact form.
Add surveys to your website today
Our website collectors make it incredibly simple to add a survey to your site and customize the respondents’ experience on your site. You can choose between embedding your survey, adding a button, or inserting a pop-up window. All you have to do is:
Create and design your survey in your Enalyzer account
Head over to the share panel and select the website method
Select a collector and just copy/paste some code into your website.
Let’s be honest, 2020 has not been the best year. We started with the Australian fires and quickly found ourselves in a global pandemic. COVID-19 has changed our lives and thrust us into a new normal and workplace revolution that we were not prepared for. Nevertheless, we are doing the best we can with the tools we have and Enalyzer wants to be part of this change
At Enalyzer, we have been working hard to bring you a platform that can help you connect with the new reality of your business. So, despite everything, let’s look back at 2020 features you might’ve missed.
TURN DATA INTO INSIGHTS
We’re always looking into ways for you to transform data into insights that will elevate your business and 2020 was not going to put a stop to that. This year we brought you two new chart types: Top/Bottom and Theme Overview.
Top/Bottom charts are brilliant for guiding readers and directing focus on what matters. Top/Bottom charts visualize the strongest and weakest data points which allow you to understand what is working and/or what needs improvement. You can supplement this by asking respondents which themes are most important to them, if any of them are part of the “bottom”, then you know where to direct reader focus.
Speaking of themes, surveys are often divided into themes that can consist of one or more questions. Usually, matrix questions will be used to cover a theme. For example, one matrix questions consisting of several sub-questions is there to measure feelings and opinions of the course leader. With Theme Overview charts, you can compare several themes in a single chart.
Organizations keep your company’s data in one place and protects it from employee turnover. As more of you were hoping over to organizations, we wanted to give them a serious upgrade in 2020 and give you an even better platform. Organization members can now share survey and report templates from within the platform, you can connect your contract with your organization and allocation contract plans among your employees and you can easily survey your organization employees.
We believe that the way to better insight is through collaboration, therefore, to save you precious time, organization members can share your surveys and related reports as templates that can be accessed by any organization member. No one has to start from scratch ever again.
Measure the employee experience requires consistency and this can be time-consuming. With our employee profiles and groups feature, you can empower your managers to collect and analyze feedback with just a few clicks. It’s easy, upload your employee information to your organization and invite employees to surveys directly from Enalyzer by using the stored data in their profiles, instead of manually setting up a CSV every time you conduct a survey.
We want to develop a platform that you see value in and get value from, therefore, we love receiving your feedback. But do you know what we love more? Making your wishes come true.
REPLACE BUTTON LINKS, IMAGES AND VIDEOS FOR REPORT VERSIONS
If your report has a video, image, or a button link in a text element, you are able to replace any of these for a specific version. In other words, your versions can have their own images, videos, and buttons depending on your needs. It’s perfect to contextualize your report versions, if they need their own videos or images because they are region/country/department-specific, you can now easily do that. Learn how to use this feature
Probably one of our most requested features of all time. Print your survey and get an overview that you can share with teammates and managers.
ACCESSIBLE ENALYZER SURVEYS
At Enalyzer, our development team is always working on improving the experience for survey and report administrators, as well as respondents. Therefore, we’re excited to announce that Enalyzer surveys are WCAG 2.1 Compliant, in other words, we’ve made our surveys more accessible to respondents with disabilities.
The #MeToo movement has gone through different stages. Already back in 2006, it was kickstarted on Myspace by sexual harassment survivor and activist Tarana Burke. However, it gained worldwide traction after the exposure of the sexual harassment allegations against Harvey Weinstein. Widespread media coverage led to high-profile firings as well as criticism and backlash, particularly in Hollywood. Nevertheless, thousands of stories largely shared by women have made it clear that sexual harassment is an issue in every industry.
Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward. But where do you start?
INSTITUTIONAL BETRAYAL HAS TO BE MET WITH COURAGE
In 2014, Jennifer Freyd, a Professor of Psychology at the University of Oregon, coined two concepts, institutional betrayal, and institutional courage.
Institutional betrayal refers to the “wrongdoings perpetrated by an institution upon individuals dependent on that institution, including failure to prevent or to respond supportively to wrongdoings by individuals committed within the context of the institution”. Employees that report sexual harassment and are met with inaction are the victims of institutional betrayal. The good news is that Freyd also gives us the answer: institutional courage.
Institutional courage is meant to tackle institutional betrayal and it relies on accountability and transparency. It focuses on the anonymous collection of data, as well as the analysis of that data to develop new solutions. There are 10 steps institutions can take to promote institutional courage to address workplace sexual harassment:
Comply with criminal laws and civil rights codes, and go beyond minimal standards of compliance.
Respond sensitively to victim disclosures and avoid victim-blaming responses.
Be accountable for mistakes and apologize when appropriate.
Cherish and encourage whistleblowing.
Monitor your organization regularly to ensure that you are not promoting institutional betrayal.
Conduct anonymous surveys to get meaningful insights and talk openly about the findings.
Make sure leadership is educated about research on sexual violence and related trauma.
Be transparent about data, processes, and policies regarding workplace sexual harassment.
Use the power of your company to address the societal problem, e.g. if you’re in the entertainment industry, make films that inform the public about sexual violence.
Commit resources to steps 1 through 9. Ensure that there is staff, money, and time dedicated to address sexual harassment and change the culture.
YOU CAN’T CHANGE WHAT YOU DON’T MEASURE
When an employee files a sexual harassment complaint, you have a legal, ethical, moral, and employee relations obligation to investigate the charges thoroughly and without delay. However, since sexual harassment goes largely unreported, the lack of complaints does not indicate a healthy and safe work environment.
MEASURE SEXUAL HARASSMENT IN YOUR WORKPLACE ACCURATELY
In recent years, more and more companies have opted for measuring sexual harassment in the workplace, which is great! Nevertheless, your methodology needs to be spot on or you risk not getting an accurate picture. Research shows that if you ask the direct and single question:
Have you been exposed to unwanted sexual attention in your workplace within the last 12 months?
You will get a low percentage that will not reflect the real extent of sexual harassment in your workplace. The reason is that that question is often perceived by employees as a physical, sometimes violent, form of sexual harassment.
If #MeToo has taught us something is that sexual harassment and unwanted sexual attention take many forms and you should be measuring them to get the whole picture. We have developed a solution that addresses concrete forms of sexual harassment, physical and verbal, which will give you a complete understanding of sexual harassment in your workplace.
Furthermore, for those who have experienced one or more types of sexual harassment, it’s important you also measure the frequency of the sexually abusive behavior, as well as find out who the perpetrator was: manager, colleague, or customer. With all this information, you can get a holistic understanding of the extent of sexual harassment in your workplace.
YOU NEED TO FOLLOW UP AND TAKE ACTION
The measurement itself can take place in connection with the annual employee survey. However, we recommend that the reporting and follow-up on sexually abusive behavior take place in an independent setting, where the focus is only on sexually abusive behavior. For example, do not have team or employee meetings to discuss engagement and sexual harassment, keep sexual harassment separate.
Following up on the results will cause employees to reflect on their behavior in the workplace, as well as create safety for victims which will be more inclined to come forward with complaints.
We have established that sexual harassment is grossly underreported. Therefore, people that decide to raise uncomfortable truths need to be championed. We developed a whistleblower solution that encourages people to report what they’ve experienced in a safe, yet easy way.
HOW DOES IT WORK?
Make sure that all your employees have access to the form.
Set up a QR code that takes employees to the complaint form
Employees can decide whether or not they want to remain anonymous.
This whistleblower solution sends a clear message to your employees, that your company takes their safety seriously and will not tolerate sexual harassment. Furthermore, the complaints work as a preventive measure for perpetrators.
Every time a customer interacts with your company, whether it’s an online purchase or a conversation with your customer success team, it’s a chance to measure the quality of that experience. These interaction measurements are known as transactional surveys.
Transactional surveys measure the experience a customer has had within a particular transaction or interaction with your organization/brand, also known as a touchpoint. This type of survey is designed to measure the customer experience with a specific company segment in order to understand and improve it.
Chances are you are already familiar with transactional surveys. They tend to include questions like:
How would you rate your experience with our support team?
How satisfied were you with your purchasing experience?
On a scale from 1-5, to what extent do you agree with the following statement? It was easy for me to find what I was looking for.
In short, transactional surveys help you gauge your performance across multiple touchpoints.
If you don’t have the resources to survey the touchpoints that impact the customer experience, consider conducting a survey that measures the experience and assess the touchpoints that need critical attention.
It’s important to send transactional surveys as soon as possible after an interaction. Given that the interaction is still fresh, customers are more likely to answer your survey.
Beware of sending them too often. A customer that has to call a support center two or three times in a week isn’t going to like being surveyed after each interaction. Instead send them a survey after their case has been solved.
Furthermore, define the boundaries of the touchpoint. For example, if you want to measure the purchasing experience, you might want to send the survey after the item has arrived and not after the purchase.
Types of Transactional Surveys
The most common types of transactional surveys are Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) metrics.
Transactional CSAT surveys
Customer Satisfaction (CSAT) surveys are the classic transactional survey. As the name suggests, they measure a touchpoint’s satisfaction. For example:
How satisfied were you with your customer support?
How satisfied were you with your purchase?
How satisfied were you with the demo?
Customer satisfaction surveys are an easy and straightforward way to gauge your touchpoint experience. They should be sent to your customers immediately or a few days after the interaction or product delivery.
Transactional CES surveys
Developed in 2011, the Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. Customers mark whether they “strongly disagree” or “strongly agree” on a scale from 1 to 5.
You can adapt the CES question to the relevant touchpoint, for example:
The support agent made it easy for me to resolve my issue.
It was easy to find what I was looking for.
The video tutorial made it easy for me to resolve my issue.
CES surveys should be delivered directly after the interaction to gauge the amount of effort.
Transactional NPS surveys
In case you’re not familiar with the Net Promoter Score®, it’s a metric developed in 1993 by Fred Reichheld as a way to measure customer loyalty.
The NPS is based on a single and simple question on a 0-10 scale: “How likely is it that you would recommend this [company/product/service] to a friend or colleague?”
Respondents are segmented into three groups according to the rating they gave:
Promoters (score 9 – 10) are loyal and will recommend you to their networks. They are your ambassadors and are therefore more likely to remain customers and increase their purchases over time.
Passives (score 7 – 8) are satisfied for now but your company, product and/or service didn’t leave a lasting or permanent impact. They won’t vouch for you but may mention you within the right context.
Detractors (score 0- 6) are not happy! They will actively spread negative word-of-mouth and tend to be louder (and scarier) than promoters.
The NPS ranges from -100 to 100 and it can be seen as a report card for your company, product or service, grading the overall customer experience. To calculate the score, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS.
The NPS can be used a transactional survey for a specific interaction. A transactional NPS survey question would be phrased: “Based on your most recent [experience/transaction], how likely are you to recommend [company/product/brand]?”
Automation is your friend
With our multiple question types, which include the NPS question you can build engaged and powerful surveys, you can build any and all transactional surveys.
However, when it comes to transactional surveys what you need is automation. As covered previously, transactional surveys provide you with actionable data. To be able to act upon this data, you need the data to come to you, instead of you to it. In other words, let the tech do the manual labor so you can focus on elevating your customer experience.
Our categories and notifications features will do the trick. Categories allow you to filter through your respondents based on their answers, for example, filter everyone that is satisfied with your customer support. You can enable notifications for categories, which means you’ll receive an email when incoming responses match your category, e.g. you can be notified every time a respondent is dissatisfied with the touchpoint you’re measuring.
With our frequency charts, you can quickly gauge an average score for the touchpoint your measuring. Nevertheless, the power of transactional surveys, it’s the development over time since it allows you to quickly identify trends and quantify the effects of new initiatives. You can do this with time series charts.
Time series charts allow you to track variables over time and quantify whether changes you make to your product or service affect the customer experience. This enables you to figure out what works and what doesn’t and allows you to address concerns immediately. For example, if your customers are experiencing bugs related to a recent feature release, this might reflect negatively on your customer’s support NPS. Tracking your NPS will reflect this and show that the problem is not necessarily related to your support agents but to the unexpected bugs. Consequently, your strategy will be focused on improving feature releases instead of wasting resources in adding support agents.
You can also add benchmarks to your charts and compare different segments. For example, if you measure customer experience with your software demos, you can compare the performance of the different sales agents.
The COVID-19 worldwide lockdown has led to a radical change in the use of technology and expanded remote working possibilities. This has meant that the workplace of the future has already moved into many organizations in the form of increased digitalization and working from home. Many organizations are following up on the experiences of working remotely. The preliminary results show that many organizations have experienced a significant decrease in sick leave, for example, sick leave has decreased by 64% at the Danish Safety Technology Authority.
The economic benefits of reducing sick leave are palpable. Last year, the Confederation of Danish Employers estimated that sick leave costs society DKK 46 billion annually. We’re not talking about small change here. Private companies and public organizations can save significantly by reducing sick leave.
There are two primary reasons for the decline in sick leave during the current COVID-19 pandemic. First and foremost, the general population has a much greater focus on hygiene to decrease the spread of the coronavirus. We all know the authorities’ hygiene advice:
Wash hands frequently or use hand sanitizer
Cough or sneeze into your sleeve
Avoid handshakes, kisses, and hugs
Pay attention to cleaning, at home and work
Keep your distance and ask others to be considerate
The second reason is remote work. The widespread of remote work has given many families a more flexible working life instead of the constraints of a 9 to 5 schedule. The increased flexibility has made it easier to balance work and personal/family life. Unquestionably, all other things being equal, many now feel less stressed in everyday life, which in turn means that the probability of sick leave decreases. In short, the first results show that an increase in remote work reduces stress and sick leave. But three things need to be in place to reap the benefits of an increased in remote work without compromising the organization’s productivity:
You need to have a handle on your tech. Employees need to have the same access to IT systems and relevant tools at home as they do at the office.
Your employees need to be equipped to take advantage of new technological opportunities and that they feel familiar with the application of the new technology and tools.
As employees will using 40% of their time working from home, you need to ensure that work processes and routines around the technology are thought into their everyday lives. You have to be aware of whether the current processes around the technology need to be adjusted to the new reality.
Is your organization technologically ready for remote work?
It’s important to examine the technological readiness of your organization to ensure employee productivity when they’re working from home. We’ve made a test that can give you a quick assessment.
However, if you’d like a thorough evaluation of all levels of your organization, we can take care of that as well. Contact usand have a personalized technological readiness assessment within two weeks.
Our consultants are ready to help you and set up a live report.
Lockdowns and restrictions continue to ease around the world, which means restaurants, concert halls, stores, and other facilities are finally open. However, the reopening has come with its challenges and restrictions. And now governments in many countries have encouraged or even required for all publicly accessible facilities and event venues to record people’s contact details and assist with tracing efforts.
With Enalyzer, you can easily set up a tracing system that’s efficient and most importantly safe. Quickly gather guest and customer contact details and notify them if there has been a risk of infection at your venue.
How does it work?
Scan and register
Create and design your registration form. Get the QR code, print it, and place it somewhere visible in your restaurant, store, or company. When guests and customers scan the QR code, they’ll be directed to a registration form where they’ll enter their contact details. Most smartphones already have a QR code reader integrated into the camera and therefore don’t need to download an app.
Test the QR code by using your smartphone camera
With Zapier, you can automatically transfer your data from Enalyzer to whatever app you choose to collect the registrations. We recommend a spreadsheet app such as Google Sheets, Smartsheet, and Airtable.
You’ll be able to register contact details as well as the time and date of their visit, so you have all the information you need to keep our customers and guests safe.
Notify affected customers
In the event of an infection suspicion, you can easily and quickly inform the guests that were at your venue at the respective time window and message them. With Zapier, you can automate the entire process of sending out emails.
If necessary, you can simply export the potentially affected groups and forward them to the relevant authorities.
As with everything, you can set it up yourself or we can do it for you. Our team is ready to set up a contract tracing solution that fits every single one of your needs. Interested? Book a demo.
Security and GDPR
Personal data should always be approached with safety and care, especially since it lands you in the realms of GDPR. Therefore, you should consider the following:
Registration must be voluntary
You cannot require or force customers and guests to register their information, it must be voluntary. In short, there should be no inconvenience or consequence to the customer or guest if they reject registering their information.
State your purpose
Customers and guests must know what is being registered, what it be used for, and for how long it will be stored. You don’t need to store the information for more than a couple of weeks. If you already have a personal data policy, consider adding a section about the registration. Enalyzer is GDPR compliant and we do our utmost to keep your data safe. Our consultants ensure security and GDPR compliance for all of our solutions.
Collect only what you need
This will usually include name, email, phone number date, and time the customer or guest has been at the location. Depending on the size of the venue, you can also register which floor or side of the venue the guest has been in, as this information can also be relevant and helpful in tracing the infection.
Secure the information
Make sure that unauthorized people don’t access the registered information and don’t use the information for anything else than people have consented to. The information may only be used for contract tracking.
When the information is no longer relevant, it must be deleted. According to the authorities there is a 14-day incubation period for coronavirus infection, it must therefore be assumed that you are probably not allowed to store personal information for longer than two weeks.
PFA is a pension company in Denmark with its headquarters located in the capital, Copenhagen. They were founded in 1917 by labor market players to create mobility in the Danish labor market and to ensure people in Denmark the freedom to live the lives they want. As of today, PFA has more than 1.3 million individual customers and continues to live up to its pledge, to do more for its customers and society.
On March 11, 2020, as Denmark went on lockdown due to COVID-19, PFA sends all of its 1300 employees home. Overnight their way of working changed drastically.
“At the time, we had a few people who worked from home on rare occasions but nothing at this scale.” — Sebastian Bay, HR Consultant at PFA
It was touch and go at the beginning but after quickly setting up everyone with VPN connections and booking constant online meetings, PFA employees were getting accustomed to the new normal. Nevertheless, HR and Top Management were concerned about the employee’s well-being and overall experience. Their main concerns boiled down to morale, motivation, and connection/feeling part of the team. That’s when we reached out.
We’re always checking in and sharing new solutions with our customers. When PFA heard of our new remote working solution, they wanted to get to work straight away.
PFA wanted to focus on productivity, engagement, and team feeling so together we customized the standard questionnaire of the remote working solution. It only took 1 week from initial contact to distributing the survey with PFA employees.
The results are in…
As part of the solution, the HR department at PFA received an online report and a scorecard and the results were crystal clear and surprising.
Employee’s productivity was not affected and they hoped that PFA would introduce remote working as a standard practice. Nevertheless, though employees enjoyed working from home, the biggest deprivation they experience was a team feeling and connection to their co-workers.
“Our employees were productive and enjoyed working from home. Many, especially those with families, found that they could get everything done when working from home.” — Sebastian Bay, HR Consultant at PFA
So, what’s the verdict?
PFA’s Top Management just announced that everyone is allowed to work from home 2 days a week. They want to reap the benefits of remote working but also have to address that PFA employees want to belong to their workplaces and feel part of the team, therefore meeting up at the office is still of great value.
“Many of our employees expressed great satisfaction at being able to organize their every day at their own pace. We hope that the increased flexibility improves their every day and thus reduces stress.” — Sebastian Bay, HR Consultant at PFA
PFA is trying to get the best of both worlds by listening to their employees and implementing a solution that works for them. Apart from introducing remote working, they want to ensure employees have ergonomic home offices and are therefore currently working on providing chairs and desks for their employees.
Recurring and continuous surveys are great tools that will help you stay connected with the reality of your business and assess the development of the KPIs you’re observing. Even though the world is slowly opening up, there are many still working from home and these conditions will not be changing any time soon. Recurring surveys are a great way of keeping your workforce connected and guide them through this crisis.Reading time: 6 min.
In the space of a few weeks, the world changed and we have been living under the new normal for months now. For many of us, a daily routine consists of a quick walk from our beds to the study, dinner table, or couch. We keep colleagues and managers updated via instant message and daily or weekly video calls. We try to manage our families and keep out any distractions while trying to achieve our KPIs. Despite everything, humans are creatures of habit and we are settling into the new normal the best way we can. But things are not normal.
Your employees’ ability to adapt is not, necessarily, a sign that they feel supported. So, don’t stop checking in and measuring their engagement, well-being, and satisfaction simply because they seem like they’re dealing. The world is slowly opening up but many keep working from home and we can safely say that getting back to normal is going to be a slow process, so you need to set up a system for continuous measurement, aka recurring surveys.
Step 1: Make a plan
A survey plan consists of defining the survey’s purpose and cadence, as well as addressing accountability.
Before you set up you distribute your survey, sit down with all the stakeholders involved, and determine the survey purpose. Ask yourselves these questions:
What exactly are we trying to figure out?
Why do we want to know?
What do we hope to do with the collected feedback?
Who is our intended audience or population?
How are we going to access that target audience?
Survey goals are the key to successful measurement, without them, you may end up with unusable data and unable to take concrete action. A survey without a purpose is a waste of time.
Your plan also needs to include a timeline. Recurring surveys should not be sent at random; they need a schedule. The survey cadence depends on two things:
1. How frequently do the conditions you are measuring change?
Once you define your survey goals, you’ll know the conditions and topics you need to measure to meet those goals. To determine a frequency, you need to think about how often these conditions or employees’ perceptions of them meaningfully change.
2. How often can you follow-up and take action based on the results?
When employees share their feedback, they expect to be listened to. Surveying employees and failing to follow-up on the results can backfire by spreading mistrust, increasing disengagement, and leading to decrease future survey response rates.
When considering survey cadence, you need to consider how often your managers can review and react to survey results. A follow-up includes some communications of the results back to the employees and action plans and these things take time – consider how much resources you have.
Perceptions of remote work could change frequently, therefore, we recommend asking every 1-2 weeks for the most recent and relevant data. With Enalyzer, once you set up reports and distribute them, you can watch real-time data come in, minimizing administrative work.
In order to implement changes or setup new initiatives based on the collected employee feedback, you need to find someone who will be accountable. This person or group of people need to have the interest and authority to implement initiatives and changes. The best candidates are your managers, including top management.
Step 2: Define your tool kit
Recurring surveys can be costly and resource-demanding unless you find a digital platform that can minimize the administrative work involved in data collection, as well as insight reporting and distribution. Enalyzer minimizes the administrative work that constant measurement requires and it can easily embrace your entire organization.
You might also want to integrate with other tools you’re already using, such as Slack, Google Sheets, Gmail, or popular HR apps such as Namely and PeopleHR. With Zapier, Enalyzer can connect to more than 1500 apps, so you can transfer employee feedback wherever you need automatically.
Step 3: Design your survey
You are now ready to build your survey and you’re in luck because we have a Remote Workforce template that measures six challenges remote workers face:
Lack of sense of belonging
Lack of communication
Lower reliability and accountability
Increased security challenges
Furthermore, the template is meant to be used as a communication platform. There is a higher response rate when top management chooses to communicate through the survey.
You can customize the survey to be more specific to your organization and the goals you’ve defined. For example, the survey can start with a short video greeting and a one-pager that briefly explains the organization’s goals and priorities.
Step 6: Set up recurring surveys
Survey plan ✔️ Survey design ✔️ Now it’s time to send your surveys. You can send them manually according to the frequency you’ve chosen or you can set it all up to run automatically in Enalyzer using organizations.
Create an organization
Create teams that reflect your organizational structure
Customize employee profiles
Import your employees via CSV
Setup an automation to send the recurring surveys automatically
Focus on making insight-driven decisions
Step 7: Setup reports and distribute them
Reports provide data as soon as feedback comes in, so you can understand what’s going on in your organization immediately and track the development over time with time series charts. Distribute reports with your managers and give them read-only access to the insights they need to follow-up on the results. Managers can check their reports after each recurring measurement and always be up to date on how their team is feeling, as the world changes.
Step 8: Take action and communicate
With every measurement, make sure you look into the areas that need your focus and if needed, readjust the next measurement. Ensure your managers are taking initiatives to address issues that arise from the survey results.
Consistent measurement is always a good idea even before COVID-19. It’ll be a while until we’re back to business as usual, so for now, make sure your employees feel supported throughout these uncertain times.
We don’t know when we are going back to normal and
therefore you should prepare for the following months. A remote workforce,
especially under these circumstances, has its own challenges that you need to
understand and address. By collecting feedback, you can communicate with your
employees, ease their concerns and uncertainty, and stay connected with the
state of engagement and well-being amongst them. Reading time: 3 min.
Remote working has always been part of Enalyzer’s DNA. It provides our employees with flexibility that helps them balance their life with their work. This is, of course, common within our industry but we are in unprecedented times and we have found ourselves, together with many others, with a remote workforce in the blink of an eye.
In light of this crisis, we had to take into consideration how working from home for extended periods of time and without preparation can impact our people and therefore our company. We, like others, are making sure that we stay connected while physically distancing. However, we are in untested waters and therefore we are continuously measuring employee engagement and well-being to make sure that employees have the tools they need and feel taken care of during this crisis.
Barriers and challenges
Many organizations have the tech and possibility to enable
employees to work remotely, however, home offices are not for everyone.
Especially when this reality was implemented without any notice and for an
extended period of time.
Not all employees can be equipped mentally or technologically to work from home. Some employees might not have the appropriate space or set up to work productively at home. This can be anything from not having the correct tools, such as a strong Wi-Fi connection or space to having to balance children or housemates. The simple act of finding office space can be a stress factor.
Now more than ever, employees are looking at their managers
for advice and sources of motivation. However, even some of the most
experienced managers might find it difficult to lead from a distance. As a
blessing in disguise, managers can use this as a learning opportunity by
leaning toward other managers that have more experience with remote working or
are more naturally equipped to do the job.
Maintaining a healthy work-life balance can be a struggle
without a pandemic. Remote workers can struggle with juggling these two,
especially with a home filled with distractions making it impossible for them
to switch to ‘work mode’.
Working remotely within this crisis can bring many
challenges but you can use this as a chance to reimagine the way we work, which
can only happen by actively listening, showing empathy and acknowledging
Communication and clarity are vital
Your employees are working from home, potentially for the first time, potentially with a partner and/or child, mix that with financial stress, the uncertainty of long-term employment and a global pandemic and you find yourself with the perfect recipe for anxiety and stress. It’s a lot to handle.
Humans can power through change but uncertainty brings stress and anxiety. During these times, workers are looking to their managers to lead, even more than governments or other organizations. Your workers need you to communicate clearly with them and they need you to tackle their issues head-on. They need to be informed of the health and goals of the organization. Now more than ever, your entire workforce needs to know what is happening and what they need to focus on, so you can all work together towards one goal.
Once you start sharing, your employees will follow suit.
Make sure they feel supported and encourage them to connect with each other so
you can keep up morale.
Listen and adapt
Managers need to overcommunicate with their employees to stay connected. Frequent online meetings, remote lunches, and coffee, as well as chit chat, are magnificent ideas. The same goes for online surveys.
At the start of every week, top management can send a survey that starts with a short video greeting or weekly newsletter and a one-pager that updates everyone on the current situation and state of the organization, and most importantly the goals and priorities everyone needs to follow.
Your survey should be short but address the six challenges
remote workers face:
Lack of sense of belonging
Lack of communication
Lower reliability and accountability
Increased security challenges
The collected feedback can be visualized and analyzed using online reports to get a thorough understanding of not only the current state of the organization but how it develops through time. With aggregated data and online check-ins, managers can actively listen and adapt to the new normal.
We don’t know when we are going back to normal and therefore
you should prepare for the following months with a remote workforce. By
collecting feedback, you can communicate with your employees, ease their
concerns and uncertainty, and stay connected with the state of engagement and
well-being amongst them.
How do we stay connected at Enalyzer?
We are more than surveys. With a quick and easy Enalyzer-Airtable integration via Zapier, we decided to create a little spin-off of our employee board and make a remote working edition. Check out our home offices.
Check out the webinar about staying connected with a remote workforce
At Enalyzer, our development team is always working on improving the experience for survey and report administrators, as well as respondents. Therefore, we’re excited to announce that Enalyzer surveys are WCAG 2.1 Level AA Compliant, in other words, we’ve made our surveys more accessible to respondents with disabilities.
What does this mean?
The Web Content Accessibility Guidelines (WCAG) are a set of guidelines for making online content and websites accessible to people with disabilities. They cover things such as writing instructions in clear language, provide alternative text for images, and ensuring that anyone can navigate the website/application with just a mouse and a screen.
A screen reader is an essential piece of software for a blind or visually impaired person. A screen reader, transmits whatever text is displayed on the computer screen into a form that a visually impaired user can process, usually tactile, auditory or a combination of both. In other words, screen readers can read the text aloud and/or communicate data via a braille display.
Enalyzer surveys are now compatible with screen readers.
Best practice tips for you, the survey creators, would be to include the
necessary text to enable a respondent to successfully navigate and complete a
survey by using a screen reader.
A screen magnifier is a software application that increases the size of text and graphics on computer screens. They work like a magnifying glass hovering over the screen, enlarging everything around the cursor for easy reading. Enalyzer surveys are also compatible with screen magnifiers.
We pride ourselves on our design and UX, and after endless meetings and discussions, we’ve applied some changes to make the Enalyzer experience better for you. We have improved transitions screens, menus and visuals to make your experience even smoother.
grown. A lot. We’ve introduced new features and updated existing ones, however,
the Enalyzer UX has remained the same.
listening to your experience with Enalyzer, we realized that it was time for a
change. Though overall there is high satisfaction with our interface, it became
clear that you needed an experience that was even faster and more intuitive but
yet kept its simplicity.
The new menu
that you know with all the Enalyzer areas remains untouched, however, the
navigation is significantly different. One of our main focus areas is to
deliver an uncluttered interface, which means features are only available to
you when you need them. We realized that we could improve this when it came to
our menu, so we had to make some changes. The new menu is designed to be faster
and requires less clicking around.
that you can navigate more efficiently between the different areas, we have
removed the icon pane. Instead, the areas are readily available and the menu
can stay open while you’re working, if you don’t need it you can simply hide it
Decluttering menu items
As mentioned before, we have developed tons of new features, which has led to several menu items. Though the navigation was smooth, we saw room for decluttering. Menu items have been renamed and some have been removed in order to simplify the navigation and improve your experience.
Wait… what were they called before and where can I find things?
In surveys… – Build: this is now called content – Design: nothing has changed – Configure: this is now called settings – Collect: this is now called responses – Messages: you can find this under “options” in responses – Create report: this has been removed
In reports… – Build: this is now called content – Configure: this is now called settings – Share: this is now called readers – Download: this remains unchanged – Design: this is new! report color themes and report download settings have been moved here
We love the
new interface and we know you will too. Keep sending us your feedback, we need
We are enalyzers!
One tool for all your survey needs. Free forever. No credit card needed.