Employee Surveys – Follow-up

Is there a plan? The actual value of an employee survey is not the study itself. The value is found…

Is there a plan?

The actual value of an employee survey is not the study itself. The value is found when survey results are being used to launch initiatives to improve job satisfaction and the well-being of the individual departments and the organization as a whole.

It is important to have a plan for the follow-up process and that this plan is communicated to and accepted by leaders at all levels of the organization. It’s the leaders at all levels who hold the key to a successful follow-up process. It is, therefore, essential to get the leaders to step into character in terms of driving the follow-up process locally and launch new initiatives.

An employee poll alone provides only a general overview of the organization’s well-being and job satisfaction – in which departments employees are thriving and in which departments there is a deficit in job satisfaction.

A questionnaire-based employee survey can never stand alone. It must always be followed by a systematic dialogue process where both managers and employees take an active role and responsibility to improve employee engagement.

To make the follow-up process respectful and ensure a solid foundation for new initiatives, it’s important to communicate clearly and unambiguously what expectations there are to HR, managers and employees in the monitoring process.

In this context, it’s important that the top management and the working group responsible for the implementation of the employee survey asks themselves:

“What processes should we initiate to create a constructive follow-up process?”

This implies a follow-up process, which on the one hand ensures a performance-based culture, where work is geared towards the department / organization’s strategic objectives. On the other hand, it should be a process that ensures and develops well-being, commitment, and job satisfaction.

An important task in the context of an employee poll is to provide a framework for follow-up work. Having the resources and materials ready makes it easier for managers and employees to make the necessary changes. To ensure that managers and employees take advantage of the time as well as possible, the organization / HR can provide ideas and inspiration for the follow-up work.

Below you can search for inspiration for the organization and implementation of an effective monitoring process in four steps:

Step 1: Reading the report and interpretation of results

The leader reads the report. When the manager has read the report and considered the results it can often be a good idea for the leader to use his own immediate supervisor for interpretation and dissemination of the results. If it’s some of the same challenges that occur in other departments, it would be natural to discuss these challenges in the management team.

Step 2: Presentation of results and dialogue with the operation of the results

Assuming the background above, the leader presents the results to the department. The presentation of results finishes with a dialogue on the results and especially the reasons behind the results. Where are we performing well and why? Where are we performing less well and why? This dialogue is essential to ensure a common understanding of the strengths and challenges the department faces. As well as the efforts to be undertaken to create an environment in which the keywords are job satisfaction, commitment, and job satisfaction.

One of the keys to a successful dialogue is to focus on solutions rather than focusing on problems. Rather than spending energy on what is wrong, the focus should be on what promotes job satisfaction for the individual employee on a daily basis. It is always easier to point out errors than it is to tell what you really want. This is why such a process is demanding for employees and their involvement in the follow-up process.

Step 3: Preparation of plan of action: From abstract wishes to concrete actions

Based on the dialogue of the results of the department, managers and employees prepare a plan of action for what the department wants to improve and how it should be done. In this process, it’s a matter of remaining focused and prioritizing the most important areas. Select 3-5 plans of action and focus solely on them. The plan of action should develop cooperatively between management and employees. In the context of the plan of action, the golden rule is the following: Achievable targets rather than an over-ambitious, overreaching plan of action, where only half of the stated objectives can be achieved. Finally, the action plan must be drawn up so that it forms an integral part of the “daily operations” in the department. Please be specific in relation to the challenges the department faces and integrate the plan of action into daily operations. This makes it easier to implement and monitor the action plan.

No matter how inclusive and acknowledged a process is, it’s important that the process never undermines the manager and their right to lead.

Step 4: Follow up – Stay focused – Follow up – Keep the focus

Once the plan of action has been prepared, you have to stay focused. One way is to hang up the plan of action of the department or put it on the agenda at the monthly departmental meeting. In a hectic schedule where the daily operational tasks take up a significant amount of space, it requires efforts to maintain focus on job satisfaction, commitment and the general well-being of the employees.

Good luck with the follow-up!

Remember to remind

You sent your email survey invitation a week ago and you have a decent amount of responses, but you think…

You sent your email survey invitation a week ago and you have a decent amount of responses, but you think you can do better and you’re absolutely right. Some people, when they are first invited to take a survey, have the intention to answer it, but are unable to do it right away. So, your survey gets lost in an endless list of things to do. That’s why reminders are a great way to boost your response rate. Reminders give those tho have yet to answer your survey a second chance to participate.

With Enalyzer, you can choose to only remind those respondents who haven’t participated without spamming those that have. Plus, if you send an anonymous survey, the system hides your respondents’ background data from you while still allowing you to send reminders! We recommend you send two reminders, one halfway through the survey process and another one a couple of days before the closure of your survey.

→ Create a free account and try it yourself!

 

Employee Engagement Survey

Employee engagement surveys can give your organization valuable insight into how happy and engaged your employees are, as well as…

Employee engagement surveys can give your organization valuable insight into how happy and engaged your employees are, as well as how they thrive in the workplace. Understanding and actively working to improve employee engagement is key, as engagement is a vital driving force for the innovative ability of a company. In other words, employees’ well-being and engagement simply reflect in their work.

Employee engagement surveys looks into different aspects such as, motivation, satisfaction, leadership, loyalty and engagement, depending on the specific organization’s needs. Information gained through employee engagement surveys is crucial, as numerous studies have shown that there is a direct relationship between employee satisfaction/engagement and the financial success of the given company. This is amongst other reasons due to follow up initiatives made by the organizations, decreasing sick leave and increasing employee motivation and engagement.

Furthermore, Enalyzer’s Employee Engagement (E3) study, a benchmark study we conduct every year, has shown that there is a positive correlation between employee engagement and organizations that perform employee surveys.

 

In for a penny, in for a pound

However, this improvement in employee satisfaction is not exclusively achieved by performing employee engagement surveys. Instead, these surveys have to be followed up by concrete plans of action in an attempt to create better working conditions. If this is not done, the organization risks a negative effect in employee satisfaction. By participating in the study, the individual employee shows trust and interest in improving their workplace. If this interest is not met by the organization in the form of follow up initiatives, the employees will inherently feel a sense of indifference, which can ultimately result in a deteriorated impression of their employer and work satisfaction overall. The logic is simple: employee engagement can be seen as important tools providing insight needed for action. However, without this following action, the full potential of the tool is not obtained, which is also evident in the findings from the E3 study.  

 

Our consultants offer employee engagement surveys tailor made for your needs. Get in touch with them here.

 

About the study

The study is based on a representative sample in regards to gender, age, region and industry and includes responses from more than 5.000 Danish employees.

Note

The study is based on a scale from 1-7, where 1=”Strongly disagree” and 7=”Strongly agree”. The respondents have also had the option of answering “do not know”.

Norwegian Airlines takes customer satisfaction survey to new heights with Enalyzer

Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel…

Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel experience to their customers. Norwegian previously used third parties to conduct their customer satisfaction surveys, but as a fast growing company with an increasing number of passengers, they saw numerous benefits in internalizing the survey and make use of Enalyzer’s functionality. More specifically the advantages were:

norwegian-airlines-info-box

  • An automated set-up integrated with CRM, allowing instant survey distribution and real time reporting
  • Improved surveys for respondents
  • Control of their own data cost reduction

Plus, they got a powerful and user-friendly tool that they can use for other surveys in the organization.

 

 

 


“It was really a no brainer. By internalizing and automating our customer satisfaction survey we gained full control, reduced cost significantly and gave our passengers a better experience while answering our satisfaction survey.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle


With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s survey can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

The Solution: Automization with trigger based surveys and real time reporting

Enalyzer delivered a unique solution to the third party problem – by an internalized solution with a customizable link that creates a bridge between Enalyzer and Norwegian’s CRM.

How does it work? Norwegian’s CRM triggers their mailing system, sending an email containing the Enalyzer link to their customers, once they have finished their trip. The link automatically merges the different CRM values, into the survey for later analysis. Now, Norwegian has full control, they can administrate and manage their data in Enalyzers reporting, where a customized dashboard has been created to provide at top level view on overall satisfaction and how it differs in each market.

Data is updated in real time and just like the survey, the report adapts to all platforms, desktops, tablets and/or smartphones. This makes viewing reports on-the-go possible, quick and easy.


“The data is now on our dashboard, we can set up our own surveys and there is no more need for third parties.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle


Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however according to Julius Stoback “there is now a possibility to create surveys for internal use or other purposes.

norwegian_enalyzing_storyboard

 

Results and Future Plans: Enalyzer playing an increasingly important role

Norwegian launched the new customer satisfaction survey set-up in August 2014 and it has already received more than 40.000 respondenses – and answers are still ticking in.

Enalyzer is also able to keep up with Norwegian’s continuous growth and need for more surveys in other part of the organization. Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however, according to Julius Støback, there is now a possibility to create surveys for internal use or other purposes.

One of the many advantages is that Enalyzer is not only a user-friendly system, it’s a user-friendly experience. It is easy to implement, use and understand, plus its unique built-in features offer Norwegian the opportunity to create professional looking, and functioning surveys and reports.

With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s surveys can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

 

Would you also like a fully automized customer satisfaction survey like Norwegian?

Contact us to learn more. It’s probably easier and more cost efficient than you think.

You can also sign up for a free test account here and check out Enalyzer.

Customer Satisfaction & Loyalty

Happy customers are loyal customers, and keeping customers coming back is, in many industries, significantly more cost efficient than generating…

Happy customers are loyal customers, and keeping customers coming back is, in many industries, significantly more cost efficient than generating new ones. Therefore, customer satisfaction and loyalty are not areas to be neglected, especially as satisfied customers can act as promoters, ensuring future customers.

With intensified global competition and in the age of the social web enabling instant outreach, customers are increasingly seeking online forums to express their opinions and experiences. Therefore, ensuring positive interactions between companies and customers are becoming increasingly important. A major aspect in improving customer satisfaction and loyalty is listening to the customers’ experience and a tool in achieving this knowledge is customer satisfaction surveys. Is the customer happy? Would they recommend your services or not? No matter the answer, knowing will bring you one step closer to your goals and allow you to proactively work towards improving on any weaknesses that may surface.  

If you wish to hear more about the possibility for tailor making customer surveys to your needs, contact our consultants here.

Flawless Survey Designs

We have gone out of our way to make it possible for you to create the most stunning, flawless and…

We have gone out of our way to make it possible for you to create the most stunning, flawless and awe-inspiring surveys ever.

With the new effects and buttons, exquisite navigation, and a platform optimized survey, you can provide your respondents with a whole new experience.

Our brilliant graphic designer has created some survey designs for you to get inspired. Click on them to get the full experience.

6364

6566

6768

6970

Employee exit poll: why does an employee quit their job?

It’s important for an organization to understand why an employee leaves their job and by that gain knowledge of how…

It’s important for an organization to understand why an employee leaves their job and by that gain knowledge of how the organization can avoid future loss of valuable employees. Employees often leave their jobs due to a lack of job satisfaction, lack of appreciation, mismanagement, limited career opportunities or conflicts with colleagues or managers.

Exit polls can be a positive contribution to understanding the changes an organization needs to make to increase employee satisfaction and keep talent in the organization. Employee exit polls should be a natural part of the organization’s efforts to create a work environment characterized by job satisfaction, desire and willingness to further their career in the organization.

Efficient employee exit polls are a useful tool to identify reasons that would make employees leave the organization. Here are a few benefits:

  • To elucidate the connection between employee turnover and overall employee satisfaction in the organization.
  • Identify which areas should be focused on, in order to reduce employee turnover and by extension highlight the factors that have the most impact on why an employee chooses to resign.
  • Putting a monetary value on the level of employee turnover, in terms of lost manpower and thus the economic impact of a reduction in the number of terminations.

How to increase participation?

Only about a third of employees who leave an organization complete an exit poll. Therefore, it is a great idea to be open to how the organization operates with regards to a termination and in this context to emphasize that the exit poll is a natural part of the process.

Furthermore, it may be a good idea to tell respondents that their comments and evaluations are so important that the organization’s HR director will subsequently evaluate the received feedback, in order to implement initiatives that focus on employee satisfaction in the organization.

The extended model

It can also be considered to send out a comparative poll approximately three months after the end of the employee’s exit poll. This poll includes issues related to the current employment situation and a comparison between their job and their former job in your organization.

Are you interested in doing exit polls with Enalyzer? Create a free account.

Achieving high response rates and reliable results in employee surveys

Checklist A well-prepared data collection is to ensure a high response rate in the employee survey and thus provide a…

Checklist

A well-prepared data collection is to ensure a high response rate in the employee survey and thus provide a more accurate picture of job satisfaction, motivation and commitment at all levels of organizations. It goes without saying that mistakes in the data collection can’t be afforded. Below we have compiled a checklist of tips for how to avoid the traditional pitfalls in relation to data collection questionnaire based employee surveys.

Is the data collection method adapted to the organization?

Typically the choice is between an Internet based survey, paper based questionnaires or a combination of the two methods. Be sure to select the method or combination of methods that provide credibility and confidence in the study to help ensure a high response rate.

Is there a plan for communication before, during and after data collection?

Be sure to inform managers and employees about the survey before it’s sent out.

– What is the purpose of the employee survey?
– Why is it important that they give their opinion?
– How will the results of the employee survey be used?

It’s important that all relevant communication is in place, from the initial briefing on the conduct of the investigation, to the sending of invitations and questionnaires to all employees and the sending of reminders to employees who haven’t responded yet.

Is it possible to continuously monitor the response rate at all levels of the organization? 

Make it possible for managers and employees in the organization to follow the response statistics for all departments/units. This ensures an atmosphere around the employee survey at all levels of the organization and will have a positive effect on the response rate for the employee survey.

Is the organizational structure mapped? 

A prerequisite for the collected responses to be used to develop meaningful and relevant reports, is that there’s a precise and detailed overview of the organizational structure.

– Who reports to whom?
– Which reports need to be prepared?
– Which employees must be included in each report?

A detailed mapping that uniquely answers these questions for managers and employees at all levels of the organization – is a prerequisite for the results to be used constructively in the subsequent reporting and follow-up process.

Is employee anonymity guaranteed? 

In this process it is important to report the structure prepared, so that each employee’s anonymity under no circumstances is compromised.

Employees will only give their true views when they trust the study and the study is conducted in a manner that guarantees absolute anonymity for participants. If there is the slightest uncertainty among employees in relation to the anonymity it will influence the response rate negatively. A central point of communication with an employee survey is that it’s clear and unambiguous how the collected answers will subsequently be processed. Enalyzer Survey Solution ensures all participants in the poll absolute anonymity.

 

Create a free test account here and explore the possibilities for making employee surveys with Enalyzer.

Increasing the response rate on customer surveys

A customer survey can deliver significant value to a company, if you complete the survey in the right way. A…

A customer survey can deliver significant value to a company, if you complete the survey in the right way. A crucial part of conducting a successful survey, is achieving a high respondent rate. Therefore, this post will lists some practical and useful advice on how to achieve a higher response rate on customer surveys.

There is obviously not a universal method to obtain a high response rate, which can be used in all contexts. Different industries are characterized by different types of customer relationships, and this must necessarily be taken into account when doing a customer survey. In general, the following simple advice can be used in most contexts.

Where to start?
Start by making clear what the purpose of the study is. This way you will be able to stay focused and find it easier to ask the right questions. It is important that the customer survey gives you action-oriented results, that you can use to generate additional sales or save customers who have turned their backs on you and are “on the way out of the store.”

The more relevant you can make the survey for the customer, the greater the chances are that they will be engaged. Also think about your timing. Customers do not enjoy spending large amounts of their time answering surveys.

Make your customers aware that there is a customer survey on the way
Involve the customer-oriented employees in your company in the customer survey and tell them to “promote” the forthcoming study, so that customers can see why it is important that they participate in the study. It should be customer-oriented employees provided with clear and concise information about the study.

  • What is the purpose of the survey?
  • What do the customers gets out of using their precious time to participate in a customer survey?
  • What methods are being used?
  • Time of data collection?

With this information the customer-oriented employees can advise customers that an investigation is under way, ensuring that the investigation is not perceived as spam.

Invitation
The invitation is your gateway to the customer and this is where it is determined whether the customer will click through to your survey. Therefore, the invitation serves as the entrance to a high response rates.

The invitation should clearly specify the purpose of the customer survey and the benefits the customer can get out of participating in the study. Messages that are short and precise tend to be more successful.

The answers you get are dictated by the questions you ask
Create a survey that is easily understood, consistent in its form, unambiguous, and not too long or short to keep customers engaged.
Avoid questions that are positively or negatively charged, as this will affect the respondent’s answer. There should also be a clear red line in the survey, for example by being thematic.
The better the survey, the better the analysis will be. It is important that the form is short and precise. We recommend that the number of questions do not exceeding 30.

Design
A professional design, the company logo, colors and layout should match your corporate identity, in order to ensure a high degree of familiarity with the customer. This will create a feeling that the company has spent a lot of time and resources on the survey and will affect the response rate positively.

Follow-Up
As e-mail tends to pile up and be forgotten, it is important to follow up on those customers who have not responded to the survey. A friendly reminder may be a good idea. Do not send too many reminders as this may have the opposite effect than desired.

Proper preparation prevents poor performance
In general it can be said that the more professional and serious a process is done, the greater the likelihood of achieving a high response rate.

Always remember the purpose of creating customer surveys – it is an opportunity to take better care of your customers. You have to identify the customers who are dissatisfied and therefore at risk of leaving to join a competitor. This can be prevented! At the same time, customer surveys help you make an educated guess on which efforts should be prioritized to improve customer loyalty. If you do not take care of your customers, you can be sure that your competitors will.

What to do about those customers who do not have the answers?
Follow up on those customers who do not have the answers. When customers do not have the answer, it’s a welcome opportunity to make contact with the customer and find out why they did not participate in the study.