WHAT IS SURVEY FEEDBACK?
Where employees are surveyed on workplace issues and
attitudes. This survey enables the head of
to know about the issues of the employees
regarding their workplace.
SURVEY FEEDBACK: "Employers use survey feedback
to improve workplaces."
The study of Survey Feedback played an important
role in formation and history of Organizational
Development (OD). Developed as an organization
wide intervention by Mann and his associates (1957-
1965), survey feedback is a process in which
organizational members complete questionnaires on
various organizational issues, receive feedback on the
results, then take appropriate actions to address the
critical needs and concerns.
THE BASIC OBJECTIVES OF SURVEY FEEDBACK METHOD ARE AS FOLLOWS:
To assist the organization in diagnosing its problems and
developing action plan for problem-solving.
To assist the group members to improve the relationships
through discussion of common problems.
EVALUATION OF SURVEY FEEDBACK
It is cost-effective means of implementing a comprehensive
OD program making it a highly desirable technique.
It generates great amount of information efficiently and
quickly which can be used in solving problems faced by the
organization and its members.
Decision-making and problem-solving abilities of organization
can be improved tremendously because this approach
applies the competence and knowledge throughout the
organization and the problems faced by it.
THE IMPORTANCE OF SURVEY FEEDBACK
tap into customer ideas
gain insight from online customer communities
collect feedback through surveys
collect and analyze data
used to improve their business processes
product offers and service levels.
SURVEY FEEDBACK: THE BENEFITS
exceptional value in the marketplace
knowledge about customers’ wants, needs, and thoughts
products and concerns to drive product and service innovation
create strong relationships
Increased communication leads to better understanding of customers
improved business decisions
increased customer satisfaction levels
survey feedback can be instrumental in achieving customer retention,
brand loyalty and profitability goals
SURVEY FEEDBACK CHALLENGES
selecting the best collection method
using the data to achieve desired business goals
feedback support our marketing strategies
insights be converted into actionable data
incorporate data into the product development process
communicate to our customers that their feedback is critical and taken seriously
Traditional survey methods are effective in identifying customer profiles and issues, but do not
provide actionable insights, such as, the motives or the ‘whys’ of customer behaviors and issues.
They are effective in asking the customer for information but do not engage customers in
meaningful conversations that indicate you care about them and the information they are giving
you. With only half of the picture, building customer loyalty and creating customer satisfaction
becomes a hit or miss process.