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Step 9: Create actionplans

Once the survey has been completed and you have presented your findings to the relevant parties, we recommend that you sit down in a designated group of people from your organisation and create action plans based on the survey results.

In order to keep your employees and customers engaged and happy, it’s a good idea to show that any feedback received is being taken seriously. There is no shame in getting a low score on a survey, as long as you show an interest in improving. It can be a very good boost for employees and customers to see that you have distributed your survey, taken your time to analyse it and have then made adjustments in order to improve. An issue that is identified and solved can have a big, positive impact on employee and customer loyalty.

The best way to demonstrate that you value your customers’/employees’ opinions is by showing them signs that you are listening. If the respondents of a survey do not feel like their opinions matter, they are less likely to respond to one of your surveys the next time they receive one.

Action planning

To create an action plan we recommend you follow these four simple steps:

  1. Prioritise: Choose 2-3 different areas that need improvement and prioritise those in the group discussions.
  2. Explain: Analyse and brainstorm all possible solutions—there should be no limitations during the planning stage.
  3. Decide: Select possible solutions: What needs to be done? Who should be responsible? When is the deadline?
  4. Implement: How and when are you going to follow up on your actions?

Close the loop!

When you have done your survey and completed all the steps, remember that feedback management is an ongoing process. Just because you have finished your survey it does not mean that you don’t need to think about feedback again until next year. You can continue to gather a lot of important feedback by doing short pulse surveys throughout the year. For example, via an API or monthly/quarterly surveys as a part of the follow-up process.

The work is ongoing and in order for you to get the most accurate and up-to-date results we recommend the following process:

To gain the most from this process, use your company resources well and work together closely. Together with dedication and care for your employees and customers you can follow these guidelines and succeed in your feedback management:

  1. Analysis is a necessity!
  2. Get reports at as detailed a level as possible.
  3. Discuss how you want to handle open text answers and communicate your decisions.
  4. Delegate responsibilities and keep managers up-to-date with the results.