At Forte, we believe that the heartbeat of our success lies in the satisfaction of our clients and the morale of our teams. This is why we have implemented a systematic approach to gauge and improve engagement through satisfaction surveys. These surveys provide insights into the health of our engagements and the atmosphere within our teams. Here's how we do it and why it's effective.
The Power of Satisfaction Surveys
Satisfaction surveys are a simple yet powerful tool for measuring engagement health and team atmosphere. At Forte, we utilize two main types of surveys: client satisfaction surveys and team satisfaction surveys. Each survey consists of 5 targeted questions designed to capture the essence of our interactions and the overall sentiment of our stakeholders.
Data Collection and Processing
Data collection is the first step in our survey process. We use Zoho to gather responses from both clients and team members. However, raw data from Zoho can be challenging to interpret. To address this, we developed a custom template in Google Spreadsheets that converts raw data into a readable format using formulas and visual aids.
The template employs color charts to visualize responses, with green indicating above expectation and red signaling below expectation. This immediate visual feedback helps us quickly identify areas needing attention.
Personal Satisfaction Scores
One of the key metrics we track is the personal satisfaction score. This score ranges from 1.5 (above expectation) to -1.5 (below expectation), with scores below 4 indicating potential issues. By calculating these scores, we can pinpoint specific areas where individuals or teams may be struggling. This targeted approach allows us to address issues proactively, before they escalate.
Addressing Feedback and Implementing Improvements
Once the data is processed, the real work begins. We analyze the results to identify trends and areas for improvement. For instance, if a survey indicates latency in code reviews or communication gaps, we can take immediate steps to rectify these issues. Engaging various stakeholders, such as account managers and HR, is crucial in this process to ensure a comprehensive approach to problem-solving.
The Client Feedback Survey
The client feedback survey is another critical component of our engagement strategy. This survey is evaluated by managers and focuses on aspects such as performance, quality of work, communication, team player skills, and business understanding. We use custom functions in Google Spreadsheets to process this data similarly to the team feedback survey. Scores below 4 are flagged for further investigation and action, ensuring that we maintain high standards of client satisfaction.
Continuous Improvement and Regular Monitoring
Conducting these surveys quarterly allows us to monitor engagement health continuously and make timely improvements. Regular feedback loops help us stay aligned with our clients' needs and our team's well-being. It also enables us to track the effectiveness of our interventions and adjust our strategies as needed.
Integrating Surveys with QBRs
Integrating survey results into Quarterly Business Reviews (QBRs) is another best practice we follow. Survey insights can trigger action items in QBRs, leading to more informed discussions and better decision-making. This integration also helps us hold ourselves accountable and ensures that we are consistently working towards improving our engagement practices.
Action Items for Success
To maximize the effectiveness of our satisfaction surveys, we follow a structured approach:
- Share survey results with all relevant stakeholders, including account managers, resource management, and HR.
- Prepare presentations to communicate anonymized survey results and improvement plans with teams.
- Align survey schedules with other internal surveys to avoid overlap and confusion.
- Schedule quarterly surveys to maintain regular feedback loops and monitor progress.
By implementing these action items, we transform our satisfaction surveys into a powerful tool for driving engagement and improving performance.
Driving Continuous Improvement
Satisfaction surveys are a big part of our engagement strategy at Forte. We systematically collect, process, and act on feedback to create a more engaged and satisfied workforce while strengthening our client relationships. Regular monitoring and integration with QBRs ensure that we are continuously improving and staying ahead of potential issues. If you're looking to boost engagement in your organization, satisfaction surveys are a great place to start.
Thank you for reading, and I hope you find these insights helpful in your journey to improve client and team engagement.
