Employee and Customer Surveys - Actionable Satisfaction Feedback with NBRI
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Creating Satisfaction in Customers and Employees
Knowing What People Think About You - Priceless!
What are people saying about your company? Businesses send out millions of surveys each year hoping to assess the attitudes and opinions of their Employees and Customers. The thoughts, feelings, and behaviors of these two human forces hold every organization's fate in their hands. So, what do you need to know before human resources bases decisions on your survey results? I'm about to tell you.
When assessing the psychological constructs that drive human behavior, or as I like to call it - conducting Business Brain Surgery - you need help from full-blooded scientists with years of experience. Your survey needs to be done by a pro - not the summer intern.
There are plenty of companies selling what they call 'business research services,' but the big secret is that not all research firms are created equal. Only The National Business Research Institute (NBRI) provides the three Cornerstones of a successful research study.
1. Scientific Psychological Research - It is important to acknowledge that Employee and Customer Surveys are psychological tests administered in mass, and through NBRI the data is analyzed utilizing high-level statistical analyses; with the right level of experience, a survey may be deployed to measure the opinions, satisfaction, engagement, and attitude of your target population. In order to ensure that only scientific quality information from clean data is used for sound business decision-making, these studies must be conducted by professionals.
2. Global Normative Database - a score of 97% favorable, or a mean score of 4.56, might appear to be 'good' but may, in fact, be a poor score when compared with how people normally answer any survey question. NBRI's Global Benchmarking Database compares your population's answers with the way people normally answer, giving you hard data on whether your scores are good or bad, high or low. This means your scores are compared with the scores of those companies your employees are going to work for and your customers are buying your competition's products and services from; pretty valuable information. The solution: outperform the competition on your survey and you will have removed the reasons employees and customers forgo their loyalty to you and leave your company.
3. Root Cause Analysis - Finally, NBRI employs Inferential Statistics to predict the behavior of your population. Predictive research empowers you to take targeted action that positively effects up to 80% of your survey questions! It's all in the hard data; no guessing here.
With NBRI, clients implement solutions to their survey findings within only a few weeks after receiving their results. This makes organizational development easier and faster, as well as more economical, than any model in the past. NBRI research study provides businesses with the Return On Investment (ROI) that has always been lacking from Employee and Customer research: those issues that will dramatically, immediately, positively impact Financial Performance.
For more information, contact NBRI at 1-800-756-6168
The Employee and Customer Survey Research Blog
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- Customer Surveys articles, white papers, examples and links.
- United States EPA
- Customer Satisfaction Questionnaire
- 3 reasons to use online customer surveys
- Good resource for customer survey information.
- Web Managers Guide
- Guide to managing U.S. Government Websites
- 3 steps to smarter customer surveys
- Valuable article about the importance of customer surveys
- Building a Successful Business through People - The Employee and Customer Survey Research Blog
- Building a business is similar to building a house. A good foundation is vital, but alone it is insufficient for business growth. The quality of our products and/or services is also important. And then there's a third essential element. Good People.
Survey Links
Handy Resources
- Dr. Jan Stringer West's Bio page
- Dr. Jan Stringer West, a Research Scientist, is the founder and CEO of the National Business Research Institute, Inc. (NBRI). In this role, Jan leads an organization providing all aspects of survey research including organizational assessments, customer surveys and employee surveys.
Survey Software Online
Conduct Your Online Survey the Right Way
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- Customer Satisfaction Surveys
- NBRI customer satisfaction surveys provide the tools to improve organizational performance and profitability. Customer loyalty and satisfaction levels can be determined by analyzing the data gathered from our survey questions
- Customer Service Surveys
- The standard NBRI customer service survey includes 20 questions covering 4 topics and may be customized to meet your organization's specific needs.
- Customer Loss Review Surveys
- Over the last decade, Corporate America has awakened to the benefits of customer loyalty and retention. Many companies are committing substantial resources for the purposes of retaining customers and keeping them happy. But, in every company, valuable customers still "fall through the cracks". Yet, few companies have effective processes and programs in place to evaluate why customers leave in order to help identify customers at high risk for defection.
NBRI Employee Survey Pages
- Employee Attitude Surveys
- Employee attitude surveys are a valuable tool for any organization. These employee surveys provide information that may be used to improve productivity and commitment. By identifying the root causes of attitude in the workplace, your organization can take direct action to maximize overall job satisfaction.
- Employee Engagement Surveys
- Certain concepts, such as employee loyalty, do not fully address employee engagement. Employee loyalty tends to focus more narrowly on intended future behavior. This measurement is a good indicator of the likelihood of whether or not employees will stay, but nothing else. NBRI's approach to engagement includes employee loyalty, but adds the critical dimension of what employees think about the organization's goals and values - and whether they will support them. This is the cognitive dimension of engagement.
- Employee Opinion Surveys
- Impressions, assumptions, viewpoints, and sentiment all fall into the realm of employee opinion. NBRI Employee Opinion Surveys offer accurate identification of employee behaviors, feelings, and thoughts for improved organizational development. Proper interpretation and intervention within the work place requires an accurate analysis of the data collected from the surveys. A variety of factors can motivate or discourage employees. Help your employees feel inspired, motivated, and successful within your organization. Constructive intervention will improve organizational productivity and loyalty.
- Employee Satisfaction Surveys
- Employee satisfaction surveys provide the information needed to improve levels of productivity, job satisfaction, and loyalty. Organizations can identify the root causes of job issues and create solutions for improvements with an accurate perspective of employee views. These root causes can be identified using NBRI's employee satisfaction survey.
- Organizational Assessment Surveys
- The standard NBRI organizational assessment survey includes 125 questions covering 26 topics and may be customized to meet your organization's specific needs.
- 360 Degree Surveys
- A tool to evaluate your employees from all viewpoints. Obtain feedback from supervisors, peers, subordinates, customers, vendors, and other external stakeholders.
- Employee Exit Interviews
- The ever-growing question these days seems to be, "How do we hold on to our employees?" It is very hard to find new employees, especially the quality employees that make organizations more productive, making it all the more important for you to keep your current employees.
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