Use Employee Surveys to Drive Business Improvements

In a recent blog, I wrote about the employee forums I host with InfoCision workers to encourage open conversations about our business and their roles within the company. During these face-to-face meetings, I conduct surveys to help choose topics for discussion, but results are also shared with corporate executives to drive business improvements. I also extend a companywide Employee Experience survey annually—from Communicators to senior executives—to gain a complete picture of employees concerns and points of view.

The insights derived from analyzing survey results have been instrumental in driving improvements to our employee satisfaction, business processes and customer service.

These surveys support my conviction that a key way to competitively differentiate your business is to attract and retain talent by engaging employees’ hearts and minds. Surveys help me to determine how on point we are with keeping employees happy. They also provide clear direction for any initiatives targeted at improving employee satisfaction—and the organization as a whole.

Surveys can address a variety of business matters, from employee turnover to the onboarding process to management and staff performance. Not only do you gain valuable information, the very act of surveying employees promotes their engagement in the business! Think about it: When you make an effort to discover—and make changes based on—employee sentiments, you are showing that you value their opinions and respect their work, which they naturally appreciate.

The level of employee engagement is critical for success. According to a 2016 Gallup poll, employee engagement has consistently been found to affect key performance outcomes regardless of industry or vertical. In fact, 80 percent of senior leaders agree that good employee engagement is critical to achieving business objectives—and 92 percent of them conduct surveys on the metric.

To collect the knowledge and tools to improve employee retention and productivity, try incorporating some of the following questions into your employee surveys:

  1. Do you feel encouraged to come up with new and better ways of doing your job?
  2. Do you have the tools and resources you need to do your job?
  3. Do senior managers visibly demonstrate a commitment to quality?
  4. Does your job make good use of your skills and abilities?
  5. How satisfied are you with your involvement in decisions that affect your work?

Open-ended questions can also provide powerful insights on the state of the business. Consider asking:

  • What suggestions do you have for improvements to the business?
  • What would help you be more productive and provide higher-quality service?
  • What other issues not included by this survey need to be addressed in this company?

Surveys are great tools for gaining insights into how well your employees understand your corporate strategy. They will also shine a light on employee engagement and where improvement is necessary to best execute your business goals.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.