While in Branson, Missouri, recently, we stopped at a grocery story for a few items. And for some Starbucks. Before leaving, we used the store restrooms. Bad news. Both of the towel dispensers in my room were empty. Stuff on the floor. Overall, it just needed attention.
I saw a toll free number on the mirror asking for feedback if the restroom needed attention. I called. A friendly person took my comments and said they would contact a manager right away. I didn’t stick around to watch. But I felt like I’d done my lavatory civic duty. I liked the feel of immediate response.
Many companies use different methods to get customer feedback. Secret shoppers provide some real life customer experiences. There’s now a lot of receipt-based requests asking for you to complete a brief survey on a company. Even my doctors’ offices asking for online feedback on their services. (Response: Too long waiting!!!)
What I was surprised to learn recently is the number of companies asking for employee feedback. The information management is seeking measures worker satisfaction. And new apps give a lot of this information in real time — rather than just an end-of-year survey.
In a Fast Company article titled, “Unhappy at Work? Swipe Right to Tell the Boss,” I found out about several of these apps. http://www.fastcompany.com/3046843/unhappy-at-work-swipe-right-to-tell-the-boss
Here’s one example: “So for quick daily happiness check-ins, the company (Bunny, Inc) uses an app called Niko Niko that lets employees quickly swipe across their smartphone screens to indicate their overall moods, or to answer more specific survey questions. A touch-and-drag happiness meter and corresponding smiley (or frowny) face lets employees say how they’re feeling about everything from their relationship with their managers to the cleanliness of the corporate offices.”
Apparently, over $700 million a year is spent by companies to measure and boost employee engagement. Better engaged workforces have payoffs. That includes higher productivity, employee retention, and worker safety. All leading to improved profitability.
Another app is used to get feedback from job prospects. While not a perfect measurement tool, it aids in discovering whether a prospect for a job might be a good fit. They also get information from new-hires and from exit interviews. Clever.
Here’s the critical piece in using these employee response methods. As one exec says, the “kiss of death is to ask questions and do nothing about it.” When employees see results from their feedback, morale jumps. When they don’t, this becomes a waste of money and time.
As you might suspect, there is a lesson from the Bible that applies here. It is found in the book of James, chapter two, verses 14-17:
“Dear brothers, what’s the use of saying that you have faith and are Christians if you aren’t proving it by helping others? Will that kind of faith save anyone? If you have a friend who is in need of food and clothing, and you say to him, ‘Well, good-bye and God bless you; stay warm and eat hearty,’ and then don’t give him clothes or food, what good does that do? So you see, it isn’t enough just to have faith. You must also do good to prove that you have it. Faith that doesn’t show itself by good works is no faith at all—it is dead and useless.”
Discovering what people want and need to improve their quality of life is only valuable if there is a commitment to meet those needs. Pretty basic stuff. Let those in management who have ears…hear.
Now…back to my Survey Monkey.
That’s The Way WE Work. Click on the link to the right to connect via Facebook.
Catch “Let’s Talk with Mark Elfstrand" weekday afternoons from 4-6pm on AM 1160 Hope for Your Life. To listen to the live broadcast or a podcast of previous shows click here.