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Customer Survey Responses - Rewarding Employees
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Customer Survey Responses - Rewarding Employees
Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.
I work at a professional service firm. We send our clients a survey regarding their satisfaction with our services. Occasionally, a client will fill it out and return it. We would li
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Forums » Topic Forums » General Forum » Customer Survey Responses - Rewarding Employees
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Customer Survey Responses - Rewarding Employees
posted at 2/2/2012 3:05 PM EST
on Workforce Management
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Posts: 3
First: 2/2/2012 Last: 2/3/2012 |
I work at a professional service firm. We send our clients a survey regarding their satisfaction with our services. Occasionally, a client will fill it out and return it. We would like to explore options of rewarding our employees for positive responses on these surveys. What types of rewards or incentives do you have in place? What has worked and what hasn't worked? The trouble with ours, is an employee could perform excellent on a project, but our client just didn't fill out the survey. So it's not representative of performance. Thank you in advance for sharing. |
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Re: Customer Survey Responses - Rewarding Employees
posted at 2/3/2012 9:33 AM EST
on Workforce Management
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Posts: 144
First: 9/21/2011 Last: 2/8/2013 |
You hit on the main issue -- that is the sporadic nature of who will and will not fill out the survey from a customer point of view. That is something that none of the employees have control over. And sometimes some of the negatives if filled out are also things that they specific employee didn't have control over. So they aren't truly representative of performance. Are there other metrics, such as returning business, hours billed, etc that could be used? It's hard to get more specific without knowing what kind of "professional services" you offer. |
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Re: Customer Survey Responses - Rewarding Employees
posted at 2/3/2012 9:46 AM EST
on Workforce Management
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Posts: 3
First: 2/2/2012 Last: 2/3/2012 |
Exactly! I'm against it, for now we let the employee know and put it in their file. Other than that I'm against creating another rewards system. We already have incentive comp for hours billed, and that has created such a silo environment, I don't think throwing another cash incentive on top it will be beneficial to the culture. If anything we could have employees pick something out of our "company store" and receive a logo item after 5 surveys. But again, they have no control over it. thank you In Response to Re: Customer Survey Responses - Rewarding Employees: You hit on the main issue -- that is the sporadic nature of who will and will not fill out the survey from a customer point of view. That is something that none of the employees have control over. And sometimes some of the negatives if filled out are also things that they specific employee didn't have control over. So they aren't truly representative of performance. Are there other metrics, such as returning business, hours billed, etc that could be used? It's hard to get more specific without knowing what kind of "professional services" you offer. Posted by rrupert |
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Re: Customer Survey Responses - Rewarding Employees
posted at 2/3/2012 2:54 PM EST
on Workforce Management
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Posts: 144
First: 9/21/2011 Last: 2/8/2013 |
I am probably biased because I have been in job situations where rewards programs go wrong. I've not seen one that works the way intended. And often time it has a negative impact on those that felt from their perspective they should have gotten a reward and didn't. I've seen teams get awards for finishing a project because their project mgr believed in the reward system, but my project manager didn't. It is really really hard to be fair. Personally I expected my wages to reflect my performance . I would hope they would be taken into account at perf review time. Another idea would be to have a group/office reward when the group/office gets a certain amount of positives -- such as a Friday afternoon off with pay. Once a quarter at our pro services firm (HR consulting) or so, once our quarterly cyclical projects were complete, we often had a few hours to play -- whether that was lunch paid by the company, etc, it was a nice thank you break. |
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