I recently had a new QDS user admit that he was afraid to send his first survey for fear of what the clients might say. Funny as that sounds, it is a real fear and he isn’t alone. Surveying is the first step towards improving client satisfaction
Here’s Martha’s take on why you need to ask anyway. Face your fears and work on the solution! You’ll find that you can change your whole culture just by starting to ask your clients what they think about your service.
Did you know that you can easily swap out our pre-built landing pages every month if you wanted to? Quality Driven users can easily duplicate their survey templates, change out the emoticons for the Holidays, and direct their clients to fresh landing pages each month. Here’s how:
You can create a Resend Template with unique wording letting your clients know that you are attempting to get a response the second time. We now have a feature that allows you to select which survey template you want to use and resend the surveys in bulk. Easy, peasy!
We’ll be adding more bulk actions in the future, but for now you can perform these bulk actions: 1. delete surveys in bulk, 2. resend surveys 3. select a different survey template, then resend and 4. change the score in bulk (i.e. moving from a scale of 4 to a scale of 5)
Surveying to increase increase employee retention, you ask?
Well, let me tell you…
A favorite book of mine is called “The 3 Signs of a Miserable Job” by Patrick Lencioni. I’m not sure I would have read this book if it weren’t recommended to me, but I’m so glad that I did. It was one of those “game changers” when it comes to staff leadership.
Mr. Lencioni identifies the 3 signs of a miserable jobs as: Immeasurement, Irrelevance, and Anonymity
The book identifies that there are 3 main components to a job that employees yearn for, whether they know it or not. It’s just human nature; the way we are wired. The first is measurement. In order to experience true job fulfillment, employees must be able to measure their progress and their level of contribution to the company.
That’s the beauty of Quality Driven Software (QDS). Surveys results alone don’t really impact measurement. It’s the ability to filter and sort the results by individual, team, and/or company that makes the difference. In my company, a staff member knows “their score”. They know their average score at any given time and they know when they’re doing well, and when they are slipping because they can easily measure their performance.
The second component that a job must provide In order to be fulfilling is to know that their work matters. A coworker yearns to feel relevant. Many coworkers who work in the service industry, just are not programmed to be self-reflective and be able to internally know that their work matters. In fact, a vast majority of the coworkers who come to work at my company have come from jobs where they were not only under appreciated, but many came from jobs where their self-esteem was attacked on a regular basis.
Again, not to be tooting our own horn, but Quality Driven Software helps to solve the problem of irrelevance. Because you can have unlimited users in QDS at no extra cost, employees can see their own survey results, or all their peers’ results, depending what permissions you give them. More importantly, they can see the comments as they are returned. Here are some real live comments that have come back from our clients just this week:. Just imagine your employees getting positive reinforcement without you being responsible for making sure to get those comments to them!
“So happy to have a Dusting Diva!!! Great people. That manage our home. Very professional!”
“Wonderful job and friendly cleaners. We’ve signed up for bi-monthly service – My wife’s my friend again … Thank You All for giving us our weekends back.”
“The tutu’s were a nice touch. As usual, great job, great attitude, would highly recommend this service.” (It was Diva Week and we were having silly costume contests)
According to Lencioni, they must also feel “understood and appreciated for their unique qualities by someone in a position of authority…. People who see themselves as invisible, generic or anonymous cannot love their jobs, no matter what they are doing.”
Do you ever want to look and see if an employee does better when working on a different team or with a different Team Lead? Here’s an example of an employee who we’re trying to pull her scores up and how we analyze that data.
Individual pay for performance systems are great, but they can lead to pitting one team member against to another, if you’re not careful. It’s a good idea to mix in some team incentive programs that lead to a culture of team, not just “what’s in it for me”.
In this video, I briefly cover some individual incentive ideas and and also introduce some team incentive ideas.