CWS 3.0


Because You AskedCWS 30 September 2.17

 CWS 30

Dear Inquiring,
Surveys are a great way to go, especially when it comes to collecting information on what businesses need. Done right, surveys can reduce risk and generate insights about employees, customers, and markets. In your case, you are looking to understand how the MSP program is being used and viewed by internal customers. Now that you have a defined objective in mind, tailor your questions accordingly.

Remember, customer and employee surveys typically explore relationships that need to be nurtured. In light of that, I am not a fan of asking too many questions. Long surveys raise costs and lower response rates. Posing fewer questions can be the difference between a 30 percent response rate and 5 percent response rate.  I would limit the questions to four or five. Ideally, surveys of this type should take no more than a few minutes to complete. Also make sure to use a technology that enables you to retroactively identify who responded and track who responds to what. (a couple of commonly used, inexpensive online survey tools are Zoomerang and SurveyMonkey.)

In addition, I would personally segment the responses into roles. So the first thing you or your MSP want to find out the role of each respondent. A hiring manager might might have a different expectation of the contingent workforce program from someone from HR. Here are four possible questions.
  1. What is your role?
  2. How often have you used the program in the past month?
  3. How does this compare to the previous program?
  4. Do you like the program? (Yes or no) And why or why not?
Be sure someone is responsible for following up on feedback. realistically, it may not be possible to follow up with all the employees who respond, but I would touch base with those who gave the MSP particularly high or low scores. From them, you can find out what works and what doesn't from the customer's perspective. It's important not to pick and choose the good things to share. Sharing even negative results shows transparency and helps you be accountable. Then implement changes to the program as needed.

On the other hand, if you don't do anything with the survey data, your customers or other survey respondents will get the impression you don't care, which is not good for either program implementation or your job. One method that has worked well for people in the past is to break survey responses into categories. Each category should be owned by someone within your group, so when a related issue comes up, the survey admin can forward it to the correct owner. Of course, this is all possible only if you have a large CW team. Team size notwithstanding, you can always work with your MSP to fix issues and improve the program.


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