Effective Communication Through Two-way Feedback

Effective Communication Through Two-way Feedback. It’s a Two-Way Street.

two way streeetWith any person-to-person interaction, there is an opportunity to give feedback. Feedback is important in generating the results that we need to be successful, especially in the workplace where the main objective of feedback is to strengthen progress towards objectives and goals.  This can be achieved by providing genuine constructive and encouraging feedback to the recipient. Continue reading

The Importance of Feedback

5 Reasons why feedback is important to any organization

FeedbackWho would dispute that feedback is a good thing? Organizations of any size can benefit from feedback. Both common sense and research conclude – feedback, whether positive or negative, and opportunities to turn that feedback in to actionable strategies helps to improve and enhance quality outputs of organizations. It also allows organizations to build and maintain direct communication across the entire organization – employees, suppliers, customers, vendors, and stakeholders.

Feedback is valuable information that can be used to make better informed business decisions. Top performing companies are top performing companies because they consistently set out ways to make their best even better. For top performing companies ‘continuous improvement’ is not just a showy catchphrase. It’s a true focus based on feedback from across the entire organization. Top performing companies are not only good at accepting feedback, they deliberately ask for feedback – and they know that feedback is helpful only when it highlights weaknesses as well as strengths.

Here are the 5 Reasons why feedback is important:

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Better Feedback Through “Conversational” Surveys

Guest blogger, Gary Austin, discusses creating conversations with respondents to gain valuable feedback, and tips on how to create more conversational surveys

Gary-Austin-conversational-surveysThe most successful surveys have well-defined objectives. At the design stage, knowing clearly what we want to find out makes for shorter, more focused surveys. However, we should be conscious of the need to create opportunities within surveys that give respondents the chance to air their views on their terms, creating a more conversational environment. As well as reducing respondent frustration, it also gives those seeking feedback a wider view, potentially providing insights that wouldn’t have been gained by sticking to a strict script. As for conversations, the best surveys are those where both parties get the chance to contribute on their terms. Continue reading

5 Reasons Why Feedback is Important

What exactly is feedback? We hear the term all the time, but do we truly know what it is and why it is so important?

Feedback defined

feedback-solutionsThe term ‘feedback’ is used to describe the helpful information or criticism about prior action or behavior from an individual, communicated to another individual (or a group) who can use that information to adjust and improve current and future actions and behaviors.

Feedback occurs when an environment reacts to an action or behavior. For example, ‘customer feedback’ is the buyers’ reaction to a company’s products, services, or policies; and ’employee performance feedback’ is the employees’ reaction to feedback from their manager – the exchange of information involves both performance expected and performance exhibited.

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Customer Satisfaction vs. Customer Loyalty. Do You Know the Difference?

Do you know the difference between Customer Satisfaction and Customer Loyalty?

Let’s start by defining the two.

Customer Satisfaction is a measurement of customer attitudes toward products, services, and brands.

customer-satCustomer Loyalty has two parts. Customer Loyalty is made up of loyalty behavior and loyalty attitudes. The first, loyalty behavior (i.e. customer retention) is the act of a customer making repeat purchases from a brand rather than choosing a different, competing brand. The second is loyalty attitudes which are a customer’s opinions and feelings about products, services, or brands that are associated with repeat purchases. At times, a customer can display loyalty behavior without loyalty attitude.  And vice versa, a customer can display loyalty attitude without exhibiting any loyalty behavior.

Customers are the link to business success, but every day businesses lose customers to competing businesses. Your business simply cannot afford to lose customers to your competition. Customer Satisfaction and Customer Loyalty should be on the forefront of planning. Both should be incorporated into the long-term goals of your business.  Continue reading

Do You Know the Value of Customer Retention?

Before you develop a plan for customer retention, you need to understand the value of customer retention

customer-retentionAny good business knows that customer retention is extremely important. Managers and leaders recognize that losing loyal customers is not good for the company’s long term revenue goals and overall success. Even though this is understood on a basic level, few businesses – especially those businesses that provide a service – understand what losing a customer can mean to their company.

Let’s take a look at an example.  Continue reading

6 Potential Question Issues When Developing Your Feedback Solution

6 Potential Question Issues When Developing Your Feedback Solution

feedbacksolution-survey-softwareMany survey software and feedback solutions providers offer solutions for multi-mode administration of surveys and forms – online, paper, scanning, mobile, kiosk, face-to-face interview, or a combination of research modes. Each mode of research can gather valuable feedback, and has its own advantages and disadvantages. When developing any feedback tool, no matter what mode, you will want to take potential question issues into consideration as you plan your research.

The types of questions that you want to ask respondents, the chosen topics for discussion, and the volume of feedback you can expect will likely determine your mode of survey research.

Consider these 6 important question issues when planning your feedback research.

  1. What types of questions do you plan to ask respondents? The types of questions you ask can have an impact on response rates. Will you ask personal or demographic questions? Do you require very detailed responses? Can you anticipate what the most frequent or important types of responses will be, and develop logical closed-ended questions?
  2. Will your questions be complex? At times, the topic or subject matter can be very involved. The questions you ask will be multifaceted. Consider branching to sub-questions or route respondents to questions that are relevant to them based on answers given in previous questions. Continue reading

Why Manage Online Surveys with Survey Software?

There are many reasons why you should conduct online surveys with survey software. They are…

Advanced survey software has all the functionality you need to design, administer, and manage online surveys, and develop usable tables, charts, graphs, and advanced reports. Survey software is a complete solution for feedback management that delivers actionable results.

Here are 5 reasons why you should consider conducting online surveys with Survey Software.

1. Cost-effectively develop and send multiple online surveys, or send multiple versions of an online survey

With survey software, you have the ability to edit online surveys quickly and simply. Snap Survey Software offers built-in question templates that give users easy access to many pre-written questions. online-survey-softwareTemplates contain frequently used questions that can be copied directly into an online survey, avoiding the need to develop the question from scratch. You can then edit the question within the survey. With any advanced online survey software solution, you can also send multiple versions of your survey, depending on what you want to discover or who you want to target. Continue reading

Create Customized Feedback Solutions with Snap Surveys

Partner with Snap Surveys to create customized feedback solutions

Snap-Surveys-feedback-solutionsWe’re working with more and more customers to deliver customized feedback solutions that deliver valuable and meaningful results. As you’d expect, every customized feedback solution is different, ranging from simple survey software “tweaks” to fully customized feedback solutions. Some of these solutions are developed for Snap Surveys customers, but we also partner with market research and consulting customers to deliver sophisticated solutions for their clients, and directly with educational institutions to develop feedback solutions.

Whatever your industry, we can create a customized feedback solution that fits your needs.  We bring together our expertise with Snap Survey Software,  technological development, and market research to offer survey feedback solutions developed to your unique requirements. Our experienced team is ready to work on projects of any size – from data management improvements to a completely automated feedback management solution. Continue reading