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Do you have the feeling that the “survey” no longer carry the weight that they once had?
In the year of 2017, it is almost impossible to avoid surveys. Surveys are everywhere, from fast food restaurants, banks, schools, medical offices, and the list goes on and on. With the market being so overcrowded by this craze, one cannot help but wonder, if surveys are this common place, just how serious are organizations and customers taking them?
Inside organizations, employees avoid surveys because just about everyone knows, that they are not always confidential.
Yet more reject them after having submitted survey’s themselves in hopes for change only to see time and time again, the thoughts shared for a better organization fell upon deaf ears.
At this stage (of organizations seeking how to please all customers, internal and external), how can organizations revamp the survey to produce sustainable change?
Use the Feedback provided to your Organization through Survey’s
One of the easiest and clear cut ways of revamping surveys is for organizations to actually use the feedback that they receive.
To go through the lengths to imply that you are a customer service friendly organization that cares about the opinions and service provided to customers is not the same as actually ‘being’ that organization that takes all opinions and thoughts into consideration. You cannot fake what is not there. Either your organization cares and will make changes as needed, or you will lose customers like a rushing wind or a slow dripping faucet. Why ruin the hard work that went into establishing such an organization just to see it falter because of a lack of concern for customers?
Hiring Quality People
To my statement that “you cannot fake what is not there”, it behooves organization to really take the time to vet during the hiring process. Many have no problem with lying on their applications, or faking and taking on a false persona that does not exist within that individual.
Therefore whoever is in charge of hiring should have the ability to read people and not just there resume’. Embellishment on resumes and job applications are not unheard of. So knowing how to read people during the hiring process is the key to ensuring your organization has nothing but the best.
Create Trustworthy Survey’s
In today’s digital age, just about anyone within an organization can use a free website or applications like Google to create surveys. As a result, the responses to these surveys are not always confidential. In the event that organizations must present a survey to employees, please ensure that the surveys are confidential. It is not confidential if you or upper management receives the responses back from the email address of the employee’s (some companies have their employees name as part of the email address). Thus if a survey is completed by that particular employee, it is not difficult for the individual who is collecting the survey to know exactly who completed it.
Employees that are interested in keeping their jobs more than pleasing upper management with a survey, will either not answer truthfully or may avoid the survey all together.
Therefore if you are really interested in real genuine authentic results, make sure it really is anonymous or confidential. And in the event that being anonymous cannot be avoided, it may prove useful to use a third party to collect the results (someone who does not have a ‘dog in the fight’ and who can remain objective).