Employee and Customer Surveys

With the assistance of our partners, PeopleSurv, we can conduct online surveys for a variety of needs, including 360 degree, employee opinion surveys, customer surveys and event evaluations. We pride ourselves on rapid turnaround and analysis of results.

In today’s world, organisations are continually looking for ways to improve performance and satisfy the demands of all stakeholders. Achieving this almost inevitably involves change, which in turn becomes pivotal to your success.

For an organisation to evolve, its people must learn to adapt on a continuing basis. And for this to be successful, they need to understand what it is about current performance that needs to change. Surveys are playing a growing role in providing information for executives and managers to guide their thinking and development.

We provide a complete range of web based and face to face survey services, in areas such as:

• 180 and 360 degree feedback to managers
• Measuring engagement and motivation in your people.
• Understanding the employment experience your people have
• Discovering how your customers view your service levels
• Understanding why customer relationships have become strained
• Clarifying the key issues stated in verbatim comment on your employee opinion surveys
• Training Need Analysis
• Conference evaluation
• Relocation surveys
• Teamworking Assessments

Employee Satisfaction, Engagement and Motivation Surveys

Why take the risk of not knowing whether your staff understand the business strategy and how they contribute; whether they are benefiting from effective leadership and management; how engaged they are with your organisation and ultimately whether they are motivated to perform in their role within a positive working culture. Employee surveys enable you to track these key factors cost effectively, with the year-on-year trends evaluating the success of policies and initiatives aimed at improving organisational effectiveness and ultimately business performance. Verbatim responses can add valuable insight into beliefs and views that might not be available to you in other ways.

Research is proving the link between employee satisfaction and an organisation’s performance. Organisations that have higher levels of employee and customer satisfaction have heightened levels of commitment and loyalty and achieve above average net profit margins and return on capital investment.

Committing to a regular approach for assessing people’s views and experiences, and acting upon their feedback, demonstrates the organisation values its employees. This is reflected in improved morale and commitment, which in turn develops improved levels of satisfaction and loyalty of customers.

We work closely with our clients to design and manage surveys that are stimulating to take part in and achieve a high response rate, essential in securing conviction to act upon the results. At the same time, we make sure the questions are both relevant and clear in what they are asking to achieve overall integrity in the results.

360 degree feedback surveys

360° feedback is growing in popularity as an integral part of performance management. As organisations strive to become less hierarchical, multiple lines of reporting and project based working become more commonplace. Feedback from only one source: your line manager is no longer sufficient.

360° feedback challenges the recipient’s perceptions of their skills, behaviours and performance, and provides the insight and motivation to change. It can challenge perceptions in three main ways:

The feedback on an aspect of behaviour is opposite to what the recipient expects

An aspect of behaviour is shown to be more (or less) important as an explanation of their performance than the recipient thought

The results highlight relationships between aspects of behaviour and offer a greater understanding of how they can improve

Often it is the critical feedback that provides the greatest motivation to change, as long as the respondents are credible and their views are of value to the recipient. The process gives people the ability to highlight issues that have previously been kept hidden and can be a powerful tool to help organisations improve rapidly for the future.

At Coote Harvard we’ve worked hard to develop a service that takes away the most common barriers for organisations wanting to use 360° feedback and offer easy ways for setting up and managing the exercise, web based delivery to all participants, minimised costs, and immediate reporting to all recipients. We guarantee overall results and interpretation will be delivered to the organisation within 2 weeks of the closing date.

Customer Surveys

It’s well known that many customers vote with their feet, and that winning new customers can cost up to 10 times as much as retaining existing ones. Satisfied customers are more likely to stay with your organisation, buy more products and services, recommend you to new customers, and be more understanding when problems occur. Only about 5% of dissatisfied customers actually pick up the phone to complain: they usually just leave and you only learn of it when it is too late.

When your customers are not entirely happy with your service, do you learn about it early enough? Do you ask customers what they think of your organisation; if they think your products and services represent good value; what they think of your delivery, communications, and the people they deal with; why they buy your product when they do, and why they buy from you and not from your competitors?

Customer surveys enable you to track these key factors cost effectively and independently from your sales force; with the year-on-year trends evaluating the success of sales and marketing strategies, and customer service levels.

Understanding your customers’ needs, measuring their satisfaction and identifying priorities for improvement results in improved customer satisfaction and loyalty which generates improved business performance.

The Benefit of working with us

We work closely with our clients to understand your objectives and design and manage surveys that are easy and stimulating to take part in with questions that are relevant and clear. They provide a clear understanding of what your employees and customers want and where improvements are required.

We can also use paper based solutions, face to face interview and focus groups where you need to further understand the reasons behind customer or employee problems and then help you identify ways to resolve the issues identified. This process can develop trust with your client and defuse relationship tensions by showing the client you are willing to invest in listening to them. For one client facing the loss of a lucrative contract, it resulted in the gaining of a further ??2.5m contract for services in addition to those already in place.

Click on our case studies to see previous examples of our work