Include These Three Questions in EVERY Employee and Customer Survey

Posted on June 14, 2023 by Nate Regier / 0 comments
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Highly engaged employees are a key driver of business success. According to The Society of Human Resource Professionals (SHRM), not only does employee engagement have the potential to significantly affect employee retention, productivity and loyalty, it is also a key link to customer satisfaction, company reputation and overall stakeholder value.

According to Gallup’s 2022 global workplace study, only 21% of employees are engaged at work and 33% of employees are thriving in their overall wellbeing. Most would say that they don’t find their work meaningful, don’t think their lives are going well or don’t feel hopeful about their future. Therefore, most employers have a lot of work to do to unlock the full potential of their workforce.

What Drives Employee Engagement?

What can employers do to increase engagement? What do employees want? At Next Element we’ve been following this trend for years. Every day we work with leaders who trying to solve this puzzle. In my newest book, I share a comprehensive summary of the research.

It all boils down to three factors.

Value: Employees want to be valued as human beings. They want to feel safe, invited, affirmed, and included.

Capability: Employees want to work in an environment where they can learn and grow. This means working for bosses who believe in them, invest in their development, coach them, and create a safe place to learn from mistakes.

Responsibility: Employees want to find purpose and value in their work. They want ownership in their future, and want to work for employers who walk the talk, treat people equitably, and uphold the highest standards.

Interestingly, when you look at customer satisfaction research, the same holds true. Customers want to experience value, capability and responsibility affirmed and upheld in their relationships with their service providers. This is true across industries.

Compassionate Accountability¬ģ is The Secret Sauce

Collectively, the three factors driving engagement can be summarized as Compassionate Accountability. Compassionate Accountability is the process of building and strengthening relationships WHILE getting results. No compromises.

Leaders and their companies no longer get to favor one over the other. Choosing compassion over accountability leads to compromises in consistency and standards. Choosing accountability over compassion compromises psychological safety and relationships. This generation of employees wants both in full measure. So do our customers.

Are You Serving With Compassionate Accountability?

How do you measure engagement and satisfaction? Do you survey your employees and customers? What do you ask about? Are you learning about what matters most to them? Are you taking action on what you learn?

Daily interactions determine the quality of your culture, which determines the strength of your brand. Assessing the level of compassionate accountability in your daily interactions with employees and customers will reveal what matters most and guide you to making important improvements that can improve business results.

Include These Three Questions in Every Survey

If you want to assess the presence of Compassionate Accountability in your culture, embed a version of the following three questions into every employee, customer, and patient survey you do.

After interactions with my (employee/supervisor/caregiver/customer service representative), I feel more safe and worthwhile as a person.

Strongly Agree – Agree – Disagree – Strongly Disagree

Describe any behaviors to support your answer: _______________

After interactions with my (employee/supervisor/caregiver/customer service representative), I feel more confident and capable.

Strongly Agree – Agree – Disagree – Strongly Disagree

Describe any behaviors to support your answer: _______________

After interactions with my (employee/supervisor/caregiver/customer service representative), I feel more accountable and empowered.

Strongly Agree – Agree – Disagree – Strongly Disagree

Describe any behaviors to support your answer: _______________

Answers to these questions will be revealing and instructive. Want to take it to the next level? Why not make these part of your 360-degree evaluations, performance reviews, and customer focus groups? Why stop there? Build them into your daily huddles, check-ins, and pulse surveys.

How to hire for The Compassion Mindset

Enhance your DEI and belonging initiatives with Compassionate Accountability 

Asking the right questions is the first step. Taking action on what you learn is where you can make the biggest difference. When you treat people as valuable, capable and responsible, they will show you their best selves. When that happens, everybody wins!

Copyright Next Element Consulting, LLC 2023

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