After Walt Disney built Disneyland, he would walk around the park asking for feedback from everyone he ran into. He was constantly looking for ways to improve everything he did and that was part of his secret to success.
For any business getting feedback must be one of the quickest and easiest ways to improve your business. and yet we don't always take the time to do it. Are your staff unhappy about something you don't know about? What about your clients?
Clients and employees are best placed people to provide real feedback as they work with and within your organisation.
Over the last couple of weeks we have implemented 2 tools to allow us to get feedback from clients and staff at Webcoda.
15Five.com - http://www.15five.com/
For staff feedback we are using which allows us to create a set of questions that our team answer each week or fortnightly. Examples of the questions we send are:
- What's really frustrating you?
- What's going well, what are you proud of this week?
- How are you feeling? What's the morale you see around you?
- One suggestion to improve your role, team or organisation?
The feedback has been great although sometimes painful to hear. It helps us to focus on the big issues and by acting on the feedback our team knows we value their opinion. At the very least it allows your team to vent or to show off something they are proud of.
This tool allows us to send very short surveys to clients so we can get feedback on how well we are looking after them. Over time it shows where you are improving or getting worse and even compares you to the industry standard.
We are just about start using this tool and although we hope that we only get praise, any feedback we receive will be useful in helping us improve our services.