Feedback survey: definition and why it is important


Feedback survey: definition and why it is important Feedback survey
Table of Contents

What is a feedback survey?

As an organization it is important to have a transparent relationship with both the employees and the customers. Feedback surveys will help you measure the satisfaction of the employees working in your organization and the customers that you serve. These feedback surveys are usually conducted as a follow up activity post a product delivery or regarding the company work culture. The questions in the feedback survey form are simply framed in order to focus on particular topics.

There is a lot of competition in the market between the businesses, and to stay on top of the race it is important that you know your employees and customers well. As we know, employee satisfaction influences customer satisfaction on a large scale. If your employees are engaged and satisfied in love to work in your organization, they will ultimately serve the customer with utmost respect, patience, passion and integrity. 

There are various feedback survey tools available online that help an organization right from framing appropriate feedback survey questions, to delivering them and capturing the data for further data analysis. A feedback survey can be employee feedback that is conducted to understand how the employees feel about the work culture, career path, and future job opportunities at your organization. Apart from this feedback surveys can also be about customer feedback which are nothing but a follow up survey after a new product or service is launched, or to gain new ideas on the market trends, or just a survey to know what the customers expect from the company.

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Why do you need a feedback survey?

Feedback, either positive or negative, is going to affect an organization to grow and keep doing their best. 

  • If you are a business, feedback are going to benefit you to know your employees and customers more. you will learn what new things the customers are expecting from your products and services and what new things are on the trend in the market. whereas, when it comes to employees, a feedback survey will help you understand what employees actually think about their job profiles, the work culture, organizations’ vision and more. 
  • You need to assure the respondents of the feedback surveys that their responses are being heard and considered for the betterment of the organization. Motivate them to take the survey on a large scale and make sure that they know their responses are adding to the company value. then the employees and customers feel that they will be more inclined towards taking every survey seriously and answering all the questions.
  • Now that you have your feedback answers, you need to take respective actions towards what the employees and customers had to say. In the case of the employees, it might be filling an educational gap, helping out with trouble they face on a day to day basis, etc. as in for the customer it can be developing a new product that they wish for, upgrading the existing one or solving a query. 
  • When we are talking about feedback surveys, the positive responses I’m sometimes overlooked and the negative responses are focused on more. This is if you think that the negative responses are actually the fuel to your progress. rather than being demotivated, you should take the negative responses positively and try to work hard to make them right.

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How to create a feedback survey?

In this section let’s take a look at how you can create an efficient feedback survey to distribute amongst your employees or the customers to understand them in a better way and develop transparent relationships. 

  • Designing a feedback survey

The first step is to identify the topic on which you want to conduct your feedback survey. Decide how long your survey is going to be and limit the depth of the questions according to the topic that you chose.

  • Make sure to keep the survey length short. respondents generally 100% attentive to a feedback survey only if it is 5 to 10 minutes long. After that they tend to abandon the survey or even worse fill the survey with irrelevant answers. 
  • It is advisable to ask at least one quantitative question either at the beginning or at the end of the survey. This gives the respondents a chance to elaborate their views and thoughts on the topic of the survey. 
  • Make sure that the answers to the questions have enough options to choose from. make sure you are not influencing the respondent’s review through biased questions and answers.
  • Align the questionnaire to the motive

Even before you distribute your feedback survey to the audience, Questions you frame our best suited to the topic. Identify the motive behind the survey, what do you expect to achieve, and what are you going to do with the data collected from the feedback. 

Once you have answers for all the questions, it will be clear the motive of your survey and what answers you are expecting from the respondents. 

  • Measure the improvement

A feedback survey is not just a one time thing but a loop. you have to be consistent with conducting frequent feedback with customers and the employee and map their journeys along the way. Right feedback survey tools will help you to map the data to customer employee journey accurately so that you are on track with how their experiences are going and measure them with every coming feedback survey.

Advantages of feedback surveys

  • Feedback allows you to get real time views and opinions of the audience.
  • With feedback surveys, you can always stay on top of the new market trends and changes.
  • It also allows you to have a relationship with the customers and the employees and let them know that they have been heard and their views are being valued.
  • You can also use the same service again and again to gain the data on the same topic without having to actually design a survey every time.

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