Collecting and Using Employee Feedback

Abstract

This study demonstrates how systematically gathered employee feedback can be a vital source of information for managers. For example, employees have useful knowledge about the characteristics of your guests, the kinds of people who should be hired, the type of training those new hires need, and how best to reward employees. The procedure involves using focus groups (comprising employees who are representative of the entire employee population) to develop items for a survey questionnaire. The survey itself may be narrowly focused (e.g., dealing only with guest services) or broad in scope. In turn that questionnaire is administered to all employees at the property. The results can then be used to revise and improve those aspects of the operation that were covered by the survey questions. The management of a service organization (an insurance company) that used this procedure learned that it was in the main supporting its employees in achieving ten top customer-service actions. The top three is customer expectations, as judged by employees, were: customers expect their calls to be answered immediately; customers expect employees to does things when they say they will; and customers expect accurate information about available rates. With that knowledge, the organization was abler tire to adjust its human-resources practices to ensure efficient delivery of le; those services most desired by customers.