Collector – November 2019 - 10

BESTPRACTICES

Reading the Room
Five tips to help improve your next employee engagement survey.

Y

our employees are your most
valuable assets, but all too
often managers have a limited
understanding of how happy they are or
what parts of your company they wish
they could change. Assessing employees'
satisfaction is one way to track and
boost their engagement, which suffers
when neglected.
Surveys can gather employee insights
on your processes, leadership, workplace
culture, benefits, office space and more,
inspiring change that improves loyalty and
productivity. Here are five tips you can use to
improve your next engagement survey.

ADDRESS CONFIDENTIALITY
CONCERNS
If you want your employees to provide
honest feedback, make sure they feel
safe providing truthful answers to your
questions. Deliver the survey online (try a
free tool like SurveyMonkey) and don't ask
for any identifying information.
If your employees still fret that their
answers will come back to haunt them, you
might have trust issues in your organization
that need to be addressed first.
"It's not a great sign if employees don't
trust the anonymity of a survey if it
genuinely is anonymous," said Morgan
Taylor, chief marketing officer and financial
advisor for LetMeBank. "Employees and
management are part of the same business,
the same team, the same professional
family. There's a serious disconnect between
employees and management if they don't
trust each other, which alludes to issues even
without conducting the survey."

TARGET YOUR AUDIENCE
You can go with an all-staff survey or
you can craft surveys for individual
departments to get feedback on specific
processes and team communication trends.
For example, a 10-question survey for your

10

collectors might look different from one for
your admin team and can yield data that a
broader questionnaire might not.
Fred Cooper, managing partner of
Compass HR Consulting, recommends
companies also create surveys specifically
for new hires, asking for their thoughts
on the interview process, how easy it
was to locate the office building, parking
convenience, the quality of their training
and other items newcomers are most
attuned to. Exit surveys for departing
employees can serve a similar purpose,
identifying any weaknesses in your
management team, training, salary or
benefits package.

PREPARE TO TAKE ACTION
Frame your survey questions practically. If
you ask, "How would you rate the design
of our break room?" make sure you have
money in the budget to implement some of
the ideas and feedback you're going to get.
As Laszlo Bock, CEO of the HR startup
Humu, wrote in a recent article for Fast
Company, "When you don't act on what
your people have told you are the most
important issues they face, your company's
culture doesn't just stay the same. It gets
much, much worse."
Make a timeline for your follow-up on
the high-priority areas revealed in the
survey. Jeff Skipper, a leadership and
change management consultant, says
companies should act on survey feedback
within weeks-not months, which is often
the norm.

QUESTION CAREFULLY
"Bland questions yield bland answers, or
worse," Taylor said. "Don't ask employees
if they like working for the business.
Obviously if they're currently employed,
something has them showing up for work.
Additionally, this question is too easy
to answer with one word. A 'yes' or 'no'

answer gives you virtually nothing to work
with in terms of evaluation."
Instead, drill-down into specific topics
and use multiple-choice options or a
favorability scale, plus an open response
space for each question.
Julia Budnick, director of talent
management for HR software company
Namely, said she frames employee survey
items as statements and asks employees
to select a response on a five-point scale:
Strongly Disagree / Disagree / Neutral /
Agree / Strongly Agree.
Her company has seen success using
these questions:
* I would recommend [company] as a
great place to work.
* I am proud of the work that I do.
* My manager shows genuine care for
me as a person.
* [Company] employees exhibit
openness and treat each other
with respect.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector – November 2019

Table of Contents for the Digital Edition of Collector – November 2019

Upfront
Industry News
Best Practices
FYI
Collection Tips
Do Your Policies Measure Up?
The Life-Changing Magic of Tidying Up Your Call Evaluations
The (Slow) Race to Clarify the TCPA
Honor Roll
Calendar
Education Spotlight
ACA’s LevelUp Leadership Experience
Lead the Next Generation Through Mentorship
Texas Tackles the TCPA
Never Give Up
A Resource Every Member Needs
Rising to the Top
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – November 2019 - Cover1
Collector – November 2019 - Cover2
Collector – November 2019 - 1
Collector – November 2019 - 2
Collector – November 2019 - 3
Collector – November 2019 - Upfront
Collector – November 2019 - 5
Collector – November 2019 - Industry News
Collector – November 2019 - 7
Collector – November 2019 - 8
Collector – November 2019 - 9
Collector – November 2019 - Best Practices
Collector – November 2019 - 11
Collector – November 2019 - FYI
Collector – November 2019 - 13
Collector – November 2019 - Collection Tips
Collector – November 2019 - 15
Collector – November 2019 - Do Your Policies Measure Up?
Collector – November 2019 - 17
Collector – November 2019 - 18
Collector – November 2019 - 19
Collector – November 2019 - The Life-Changing Magic of Tidying Up Your Call Evaluations
Collector – November 2019 - 21
Collector – November 2019 - 22
Collector – November 2019 - 23
Collector – November 2019 - The (Slow) Race to Clarify the TCPA
Collector – November 2019 - 25
Collector – November 2019 - 26
Collector – November 2019 - 27
Collector – November 2019 - 28
Collector – November 2019 - 29
Collector – November 2019 - 30
Collector – November 2019 - Honor Roll
Collector – November 2019 - Calendar
Collector – November 2019 - 33
Collector – November 2019 - Education Spotlight
Collector – November 2019 - 35
Collector – November 2019 - ACA’s LevelUp Leadership Experience
Collector – November 2019 - 37
Collector – November 2019 - Lead the Next Generation Through Mentorship
Collector – November 2019 - 39
Collector – November 2019 - Texas Tackles the TCPA
Collector – November 2019 - 41
Collector – November 2019 - Never Give Up
Collector – November 2019 - 43
Collector – November 2019 - A Resource Every Member Needs
Collector – November 2019 - 45
Collector – November 2019 - Rising to the Top
Collector – November 2019 - 47
Collector – November 2019 - ACA SearchPoint
Collector – November 2019 - Ad Index
Collector – November 2019 - Membership
Collector – November 2019 - 51
Collector – November 2019 - Last Word
Collector – November 2019 - Cover3
Collector – November 2019 - Cover4
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