employee survey

How to Let Employees Know About a Bad NPS Score


You did your due diligence and sent out your Net Promoter Score (NPS) survey to your customers. You got results back and looked at the data.

It isn’t what you expected.

Your survey came back with a negative NPS score. In this article, we look at how to let employees know about a bad NPS score so you can move forward as a team.

Communicate with Your Staff

The first thing to do is talk with your team. Share the results and go over how they were tabulated.

You don’t want to hide survey results from your employees because the results are embarrassing. And you don’t want to sugarcoat the results either, because your team is accountable for the results.

Communicate that you all have things to work on, and then get to work on a plan to change things.

Brainstorm Solutions

Now that your employees have the facts, it’s time to brainstorm some solutions and create a plan to turn your detractors into attractors.

Consider creating small teams to work on the various areas you are going to focus on. Let them come back to the larger group with an array of ideas.

Then, you can start to narrow your focus and come up with at least three things to work on.

Set Goals

Now that you have a plan for turning things around, set some goals and decide how and when you’ll measure them.

Make sure that your entire team buys into these goals, or you’ll have a hard time meeting them.


Work on your plan continually once you’ve established your goals.

By evaluating it, you can see if you need to make any adjustments to the plan.

After a specified time, conduct another NPS survey to see if your results go up.

To Conclude

You want to work on your NPS score on an ongoing basis. Train your team better, engage them with customer service training, and create a positive employee culture. (tweet this)

By working together with leadership and your team, you can put your plan into action and reach your goals of increasing your NPS score.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: CoWomen on Unsplash

What Is A 360-Feedback Review?


Performance reviews happen in companies the world over, and some of them are done well, and others aren’t.

In this article, we’re going to talk about how to conduct employee reviews so you can see the entire picture of your team members’ performance.

We ask the question, “What is a 360-feedback review?”

The 360-Feedback Review

As the name implies, the 360-feedback review provides a full-circle review of each member of your team.

While you’re most likely familiar with the traditional annual or semi-annual review, this type of review is a bit different.

How? The traditional review only involves the manager and the employee, so there is only one opinion involved. The traditional review is appropriate in many instances, but it doesn’t give a total snapshot of the employee as a whole.

With the 360 review, which is not a performance review in the traditional terms, the employee is given the feedback needed to develop business and interpersonal skills.

The 360-feedback review provides the following:

  • An identified place to begin working on new skills.
  • A way to measure progress. For example, if your employee needs to improve conflict management skills, you have a starting point to begin measuring progress.
  • The chance for you and the employee to identify personal blind spots of behavior that the employee may not notice. For example, the feedback review may alert you to personality issues or traits that bother co-workers.

Just remember: the traditional review is about the job the employee is doing, and the 360-feedback review is about the employee personally.

Who Participates in the 360-Feedback Review?

A team member’s co-workers provide the feedback on an employee’s performance. The manager requests this information.

The co-workers who participate may include:

  • The boss or manager
  • Peers
  • Other employees who come into contact with the employee

The best part of the 360-feedback review is that you can gauge your employee’s performance from 360 degrees of your organization. (tweet this)

Co-workers can weigh in on the skills and contributions of the reviewed employees. They’ll let others see how they feel about the employee’s contribution and performance. Areas they’ll weigh in on include:

  • Leadership
  • Teamwork
  • Interpersonal communication and interaction with employees and customers
  • Management
  • Work habits
  • Accountability and punctuality

How Does the Feedback Work?

You’ll find a few different methods for gathering feedback about your employees.

In most businesses, the managers request and receive the feedback. They then analyze the feedback paying particular attention to the employee’s behavior. They aren’t just looking for the negative feedback but the positive as well.

The goal is not to degrade the employee, but to give them important information about how others view his work and his work habits so he can improve.

Some businesses hire external consultants to administer the surveys. This is most often true if it’s the manager receiving the 360-feedback review.

Other companies use electronic employee surveys to look at the results objectively in an electronic format.

With electronic surveys, employees can score their peers using supplied answers as well as open-ended questions.

Let’s look at how to use electronic 360-feedback surveys.

Crafting the Electronic Survey

One of the easiest and most effective ways to craft a 360-feedback survey is to do it electronically using an online survey software. You can also use the system to help you categorize and compile your results.

As with all surveys, don’t overwhelm your staff with survey questions. Think about what you’d exactly like to learn and only ask the questions you’ll use.

If you’d like to get started developing your own 360-feedback survey, here are some areas to concentrate on. Be careful, and don’t concentrate on all the areas at once.

Ask too many questions, and you’ll lose the concentration of your survey respondents. You might find they carefully consider the first questions and just start clicking buttons if it’s too long.

Here are some ideas for your 360-electronic feedback survey:

  • Ask questions about leadership skills such as delegation, listening, approach-ability, communication, coaching, decision making and management.
  • Pose questions about communication skills that include how the staff member listens, how clear they are, and their speaking and networking skills. Don’t neglect to ask about their non-verbal behavior, their ability to give and receive feedback and how they handle constructive criticism.
  • Another area to concentrate on is team skills including their ability to work as part of group, listen to others and their openness to the ideas of others.
  • Ask about organizational skills – can they handle projects, multi-tasking, logistics and fine details?
  • You also want to know about their problem-solving skills – how do they identify problems? Are they creative in solving them? Can they brainstorm and come up with solutions?
  • When helping employees grow, other good questions surround their interpersonal skills and include empathy, confidence, stress management, how positive they are, their negotiation skills, enthusiasm and personal appearance.

Final Thoughts

The 360-feedback review is valuable for companies and employees.

The review provides a chance to address core competencies and provide opportunities for developmental progress.

The 360-feedback survey allows employees a chance to see how they measure up in the areas of work as well as interpersonal skills.

This feedback review isn’t about their performance, but how they can grow as people and as workers.

You’ll find that the 360-feedback review allows managers to help their employees grow so they are the most productive employees possible.

Today’s workers appreciate this type of feedback. It helps them learn more about their strengths and weaknesses while justifying training and development opportunities.

You’ll find that 360-degree feedback reviews are important to your company as whole as well as employees and managers.

  • Managers benefit because they get feedback from multiple sources, and they can improve their leadership skills and fine-tune their strengths
  • Employees benefit because as we mentioned earlier, they want to improve.
  • Your organization benefits with a more productive workforce and a culture that welcomes feedback and continual improvement.

Give the 360-feedback review a try in your company and learn how to help your employees reach their full potential.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Paolo Candelo


Getting The Right Feedback – The Impact Of Employee Engagement Programs

Survey Tips

According to a Gallup poll, employee engagement has been basically flat since 2000, and the number of engaged employees in the United States sits at just 32%.

Those are pretty discouraging numbers for many companies.

To help you increase your business’ employee engagement, we’re going to look at getting the right feedback – the impact of employee engagement programs.

First, let’s define it.

The Definition of Employee Engagement

Engaged employees care about your business, and they are committed to their work. In addition, they are even enthusiastic about their jobs and enjoy coming to work.

Your level of employee engagement has a direct correlation to the outcomes of your business and your overall financial success. (tweet this)

Your engaged employees are important for your bottom line because they wholeheartedly support your company, your mission and your vision.

Bottom line, employee engagement is the emotional commitment your staff has to your company and your goals.

When your employees are engaged, they work extra hours without being asked. They clean the bathrooms even if you don’t know they’re doing it. Engaged employees let that last customer in the door even though you’re already closed.

So, how do you know if your employees are engaged? You survey them.

The Employee Engagement Survey

Have you ever conducted an employee survey? They’re quite common for employees separating from a company, but many businesses don’t take the time to survey their current employees.

We advise you to conduct an employee engagement survey. It will show you how happy, or unhappy, your employees are, how invested they feel in your company, how they feel about morale, and if they are dedicated to your goals.

Here are a few more reasons to conduct an employee engagement survey:

  • Surveys give your employees a chance to voice their opinion. Surveys let your employees talk without fear of reprisal, and they get them involved in the inner workings of your company.
  • Surveys measure how engaged your employees are. You want to know how your staff feels about their pay, benefits, advancement opportunities, recognition systems, training opportunities and their overall work environment.
  • Surveys help you put together a strategy for improving overall employee engagement. You’ll most likely find a pattern in the survey responses so you can find ways to improve.
  • You’ll learn where you need to address leadership problems, office troubles and the general feelings about the office.
  • You can survey your employees several times during the year to see if you’ve improved from the first survey.

Essential Employee Engagement Survey Questions

To help you begin crafting your employee engagement survey, here are some questions you can consider asking in your first survey.

  • Ask employees if they know your strategic goals. Then ask them if they understand them.
  • Ask them if they know how the company is going about meeting its goals and objectives. Then, pose a question asking them what their role is.
  • You want to know if your employees see a clear link between their work and your business’ goals and objectives, so ask them.
  • Find out if they are proud to work at your company.
  • Ask them what they like best about their work.
  • Ask them what they like least about their work.
  • Craft a question to find out how they feel about their team and their team leader.
  • Ask them what inspires them to come to work every day.
  • Find out if they understand your company’s internal processes.
  • Ask them if they have enough information to get their work done each day.

Final Thoughts

Don’t underestimate the impact of employee engagement on not only performance, but your business.

The foundation of every successful business is firmly planted on the shoulders of engaged employees.

These are staff members who are dedicated to your mission, vision and goals. They are team members who’ll go above and beyond the call of duty even if no one is watching.

They are employees who are more productive, work harder and feel successful at their jobs. They enjoy coming to work each day.

Engaged employees care about the success of your business just as much as you do.

In today’s competitive work environment, isn’t it time you found out just how engaged your employees are?

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Images: Crew