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