Employee Feedback Surveys
 Employee Feedback Surveys can be a cost effective way for an organization
to receive valuable information. Surveys can be in the form of structured questions, individual interviews,
open-ended comments, or a combination of such inquiries. The results
of employee feedback surveys are generally distilled into themes or patterns
for consideration and action.
Here are three brief case studies that illustrate the value of
an employee feedback survey process.
Social Service Agency:
Where
Does the Time Go?
In response to the employee feedback question: Is there a process
or item that frequently wastes your time? Many employees reported: “yes,
some timecard client billing codes are inconsistent or unclear and waste time.” Using the survey results, a focus group
was assigned to redesign the time reporting system,
a process that involved negotiating with several large clients over
their needs for billing/payment reporting. In the end, a way was
found to simplify the timecard coding. The payoff was more than
expected: the timecard error rate declined, billable hours (revenue)
increased, and client invoices were generated faster and paid sooner,
improving cash flow.
Custom Manufacturing Company:
Get It Out In the Open
The President/Owner of a firm was ready to retire and hire his replacement. An employee feedback survey was conducted
to ensure a smooth transition. The survey data indicated some
frustration with the President’s management style in the area
of inconsistent hiring and disciplinary actions – a sense of favoritism
was the theme. At the same time, the employees reported a strong
sense of loyalty to the owner and the company. Informed by the results of this
employee feedback survey, all hiring and disciplinary policies and
procedures were standardized and published. Had this tension not
been resolved (not to mention other issues here), the employees,
having no loyalty to the new president, may have hesitated or resisted
new leadership and limited the momentum of the company.
Professional Services Firm:
Employees
May Know Best
In the open-ended comment section of this employee feedback survey,
an employee noted: “I wonder if internal controls in purchasing
are sufficient.” Management looked into this concern and indeed
found they were inadequate – an employee had devised an
elaborate and undetected kickback scheme. Surveys are not audits,
nor intended to uncover fraud, but this illustrates the fact
that organizations are made up of people, and one way to increase
knowledge about an organization is to ask the people who work
there.
To create a survey for your needs, please contact:
Rita Casey,
Ph.D.
Human Resources Consultant
415-461-2023 ritacasey@sbcglobal.net
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