Recently, several people I know were asked to participate in satisfaction surveys. Though their situations differed, all of the surveys were motivated by good intentions. Even so, the results were mixed. As an outsider observing them, I’ve been struck by the things, both good and not so good, that we could all learn from the process.
Clear Objectives Produce Clear Results
If there are specific issues to address, then spell them out! Honestly, it can help to know what some of those issues are before you conduct a complicated survey. And if you don’t already have an idea of what the points of dissatisfaction are, then you may need more help than just a survey. If you’re going to spend time and money on lots of paperwork, then make sure you have a good plan going into the process. The survey may be the start of a lot of hard work.
Actions Must Follow Words
Be honest about the process. Do you think that conducting a survey can, by itself, make people feel like you’re willing to address any issues that arise? If you think the survey alone is enough, then your problems are only just beginning. The most harmful aspect of surveys that I’ve seen is doing absolutely nothing with the information collected. Remember, this information represents people’s feelings. They’ve started thinking about these things now, and soon they’ll start stewing about them some more, and then the overall sense of frustration will start to build. Your “good intentions” may produce very unintended results. Be accountable for the results, whether you like them or not.
A Poor Man’s Satisfaction Survey
Admit it, we all know how to conduct a poor man’s satisfaction survey – it’s called talking to people. Maybe I should qualify that further – it’s called talking to people, listening to what they have to say, and then taking some actions. Sounds simple, doesn’t it? But I guess it’s not, because listening can be difficult when you’re not hearing what you’d like to hear and taking action is always complicated. Fortunately, some good can come from talking, even if you discover a problem that can’t be “solved.” The reason for that is because communication helps everyone genuinely feel like part of the team. Included. Maybe even respected.
I’m sure there are many instances when a satisfaction survey results in valuable information that can be used to benefit everyone and thereby the bottom line. I’m also sure that there are places where satisfaction surveys will never be conducted because no one wants to hear what people have to say and no one wants to take action or make changes. My guess though is that most places could benefit from more opportunities for genuine communication. Everyone could always learn another thing or two.