The Power of Company Culture by Chris Dyer

Author:Chris Dyer
Language: eng
Format: epub
Publisher: Kogan Page Limited
Published: 2018-01-15T16:22:28+00:00

That last one, which refers to an animal guardian in the Harry Potter children’s book series, is just for fun – an important part of any survey. Don’t forget to have fun!

I have also experimented with sharing answers company wide (with advance notice) and with keeping them private to only me and a few senior managers. Both methods have pros and cons. I find the answers to private surveys to be more candid and in-depth. When we share the results with the whole company, people are more likely to limit what they share, either to protect their identity or to avoid upsetting or insulting someone. But, our company culture does benefit when everyone sees what everyone else wrote. People learn more about their co-workers and feel connected when others share their views. Overall, this helps them to be on the same page. Sharing also appears to spur conversations among team members towards solving problems, without any prompting by senior management. Since both approaches have benefits, I alternate between them every two or three months, each time informing my staff and managers how the survey question will be handled.

Of course, the ‘right time’ for collecting data varies by business and circumstance. Another simple process involves rating the company via the Net Promoter Score® (NPS), a numeric scale,– often from zero to 10 – on which customers perform a satisfaction self-assessment. The most well-known question from this type of survey is: ‘How likely are you to recommend us to a friend?’ On a scale of zero to 10, results are scored in groups: 0–6 are detractors; 7–8 are passive; and 9–10 are promoters – of whatever it is you are trying to measure. The goal is to get a rating of 9–10 from customers on each transaction or interaction.

This is a fabulous process, especially for companies in which the transaction is a product sale or a single interaction. We found this was not highly effective at PeopleG2, because our customers are ordering daily and have an ongoing service-based relationship. If your interactions are further apart, the NPS is a great tool. If you business is more like mine – a service and with a high level of interaction – give monthly surveys a try.

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