Todd Hollander Market Research

Previous Steps
1. Determine Objectives
2. Select a data collection method
3. Get buy-in from managers 
4. Develop the process 
5. Create a schedule 
 

Step 6: Select a supplier

In Step 5, you created the schedule that will serve as the roadmap for the for the employee survey project. This is how to tackle the first five activities on the schedule and select a supplier for your survey.
 

1. Identify possible suppliers

If you already have one or more preferred suppliers, this step may not be needed. If you don’t have a short list yet, you need to create one. The quickest and most effective way to develop the list is to: 

• Ask for referrals from people you trust
• Search the internet for “employee survey provider”; “employee survey expert”; “employee survey company”; “employee survey consultant”; etc.
• Submit a Request for Information (RFI) to companies that appear to be good prospects
   

2. Request quotes

It is often assumed that a Request for Proposal (RFP) is the proper way to communicate with potential suppliers. However, at this point, unless you already have a preferred provider, an RFP is overkill. Instead, you should use a Request for Quote (RFQ). This is a much simpler document that enables suppliers to quickly provide the information you need to narrow the field. For more information about this useful tool, see "How to engage market research suppliers in the planning of your research - a Win-Win approach."

3. Review quotes

Assess the information provided by the suppliers to narrow the list to a select group of two to four candidates from whom you will request a formal proposal.

Bottom Line

Selecting the supplier for your employee survey can seem like a daunting task. Following this 5-step process will enable you to make a timely and informed decision.

Previous Steps
1. Determine Objectives
2. Select a data collection method
3. Get buy-in from managers 
4. Develop the process 
 

Step 5: Create a schedule

• Timing
• Responsibility
• Deadline

Example

For a typical employee survey, the schedule might look something like this:

Bottom Line

A clear, comprehensive, documented schedule is a critical component of an effective employee survey program.

Previous Steps
1. Determine Objectives
2. Select a data collection method
3. Get buy-in from managers 
 

Step 4: Develop the process

• Each significant activity
• The sequence of the tasks
• A brief description of each task

Staffing

Example

For a typical employee survey, the process might look something like this:

Bottom Line

A clear, comprehensive, documented process is a critical component of an effective employee survey program.

Previous Steps
1. Determine Objectives
2. Select a data collection method
 

Step 3: Get buy-in from managers

When a company contacts us about conducting an employee survey, it is often because one visionary person or a small group of people understands the importance of gathering employee feedback. The critical task then becomes convincing senior management of the need for an employee survey process. Without this buy-in from senior management, the chances that the survey will produce meaningful change in the organization are greatly reduced. The challenge can seem formidable, but by following a simple 3-step process, you can enlist the support you will need from the management team. Here’s how.

A. Present the need

Every company struggles with how to allocate resources to maintain satisfied and productive employees. In the absence of information about how employees view the workplace, important decisions affecting productivity, morale, retention, training, and benefits are often based on little more than anecdotal evidence or historical impressions. As a result, companies often either ignore significant problems or waste valuable resources trying to solve problems that don’t exist. A well-planned, well-executed employee survey process can ensure the optimal allocation of limited resources.

B. Present the benefits

The cost of employee dissatisfaction is simply too high to ignore. It is easy to measure the hard costs of disgruntled employees, with average turnover costs at or above 150% of the employees’ yearly salary. What is harder to measure is the loss of customers, prospects, productivity, and profitability caused by a negative company climate. A thriving corporate culture in which employees are excited about the company and their future can improve both productivity and profitability. The most effective means of achieving this climate is through a well-planned, well-executed employee survey process.

C. Present the objectives

Setting proper expectations is a key component of a successful employee survey process. To this end, it is imperative that the top decision-makers understand and agree to the specific objectives of the research. Now is the time to share the list of objectives you developed in Step 1: Determine Objectives.

Bottom line

Getting buy-in from managers is a critical step in developing an effective employee survey process. To avoid problems and surprises, make sure every key decision-maker agrees with the need, benefits, and objectives of the research.

In a recent post, I critiqued the invitation for a Technical Support survey from Apple. Here’s my review of the online survey.

Grade: B-

Pros

• The survey is short enough that a low percentage of respondents are likely to abandon the survey (exit without completing).
• The rating scales are well balanced
• It includes an open-ended question to capture additional comments and suggestions

Cons

• It lacks an instruction for a grid rating
• There is a separate question for a rating that could have been included in the grid
• The grid columns are a little too wide
• The button that says “Next Page” should read “Submit Survey”
• The survey ends on a closed-ended question instead of the one open-end

Details

(click on image to enlarge)

Bottom Line

This survey is likely to produce actionable information for Apple but needs a little tweaking to be more user-friendly.