DecisionWise Leadership Intelligence Report

Employee Survey X Factor

Q. How do we get more out of our employee survey process?

A. We have found that most organizations that conduct an employee survey skip the all important "X Factor" that provides the biggest return on the investment. This element is simple but takes some effort to implement effectively. It means using a "whole system" approach by involving the entire workforce in an action planning process based on the survey results. When conducting a survey, there are typically two methods used:

Quick and Easy Method
Most organizations simply run the survey and present the results to Senior Management. This is often viewed as if it were the Management Report Card, rather than the Organization Report Card. The senior team owns the results, rather than being owned by the entire organization- the Whole System- where improvement can really occur. This method is especially risky because often no action (or superficial action) is taken on the results, and employees feel that Management does not value their feedback.

Whole-System Change Approach The survey process is most effective when BOTH Management and general employees are involved in action planning, and are held accountable for the results. Those providing the feedback are those who can also best provide information as how to interpret the feedback- and how to drive lasting change. This method leads to real organizational improvements and a highly engaged workforce.

When we look at getting the most out of an employee survey, there are three important components:
    1. The Survey
    • Understand what you are trying to measure. Is it satisfaction, engagement, morale...? Don't try to measure items you cannot or do not intend to change (i.e., pay, benefits, etc.)
    • Keep it short. Less than 50 questions is a must, and less than 30 is even better. You can get good, actionable information from a short survey.
    • Ask the right questions. Make sure the questions are relevant and actionable.

    2. Reporting
    • Report overall findings to Senior Management.
    • Provide individual reports to each manager (at all levels) with results from his/her direct reports, as well as comparisons to the organization as a whole.
    • Present results to employees, and relate these results to how they impact the success of the organization, team, and individual.

    3. Action Planning
    • Train managers on how to conduct action planning meetings.
    • Managers conduct action planning meetings with their direct reports. These meetings focus on improving what is within each person and teams' realm of control, rather than on providing suggestions for Upper Management to resolve.
    • Action plans are fed back up the chain, and managers and employees are held accountable for results.
    • Senior managers support the action plans created by those they manage.
    • Senior Management puts some skin in the game. They create their own action plans, make them public, and roll them out.
    • Use your reports as your human capital metric. Compare and track performance from year to year. Hold managers accountable for improvements in their respective areas.

The X Factor
The most important thing you can do to improve the process is to provide an action planning process that involves all employees. This grass roots approach is often the X Factor - that missing link between a survey that is the catalyst for change and one that simply sits on an Executive bookshelf until the following year. Those closest to the work are those who know how to make it better. Unlocking that knowledge and putting it to work will lead to real performance improvements in the workplace.

Conclusion
We find that most organizations use the quick-and-easy method (involving only the Senior Team) when conducting an employee survey because it is often cheaper and takes less time and resources. The problem is that you only get out of the process what you put into it. Employee feedback can be some of the best information your organization can have to drive lasting change. To use employee survey feedback effectively, involve all employees in an action planning process. Invest the time and resources in training, action planning meetings, and follow up and expect to see great results!