<i>Dear Workforce</i> How Can Our HR Department Elicit Useful Feedback on Its Performance
November 17, 2009
• Ensure that the people completing the survey are a representative sample of your employee population as a whole.
• Select a survey sponsor/champion who can drive respondents to the survey.
• Determine and communicate what will be done with the results.
• Provide a feedback loop to the respondents.
• Choose an effective communication vehicle for the survey. In your messaging, include the objective for the survey, intended use of responses, and a process for ensuring confidentiality.
• For this type of survey, develop a question list that will take five to 15 minutes to complete.
• Identify other competing initiatives within the organization that may dilute the response rate and negatively affect “mindshare.” Factor in the length of time the survey will remain open.
• Phrasing of questions. Use a rating scale (usually a three- to five-point satisfaction or importance or frequency scale) or multiple-choice questions to trigger meaningful responses. Keep open-ended questions to a minimum of two or three.
• Length of employment
• Title and position
• Any other type of identifier that you may wish to filter results by
• How familiar are you with the HR services offered?
• How many HR services do you use?
• What role are you expecting HR to fulfill?
• How often are these services used?
• Which services are most important to you?
• Which services are least important to you?
• How satisfied are you with the services that you use?
• How would you rate the quality of the interaction between you and your HR representative?
• How convenient are the online services to use?
• What would you like to see improved and how might you improve it?
• How would you like to see the information from this survey used?
• Do you have other comments?