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Engagement & Satisfaction Surveys Webinar 2 ăƒť August 2014


Answer these five questions: 1. Why conduct the survey? 2. How to design the survey? 3. How to collect the data? 4. How to analyze the data? 5. What to do with the results? Š 2015 Lawyer Metrics

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Why Conduct an Engagement Survey?

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Why Conduct an Engagement Survey? Organizations with higher engagement have: • Higher Retention Rates • Higher Productivity • More Passionate and Energetic Workers • Less Worker Stress • Higher Profitability © 2015 Lawyer Metrics

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Professional Development Staff versus Management Professional Development may be on the frontlines of issues regarding the workforce but often times cannot persuasively communicate this to Management.

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Professional Development Staff working with Management To convey the issues in a way that management will hear, present them with objective data.

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How to Design the Survey?

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How to Design the Survey? What do engagement surveys typically measure? 1. Attitudes – positive/negative orientations toward object. 2. Beliefs – opinions about state of the world. © 2015 Lawyer Metrics

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Measuring an Attitude Q: Which of the following describes your position on opening an office in Las Vegas? 1. 2. 3. 4. 5.

Strongly Opposed. Opposed. Neutral. In Favor. Strongly In Favor. Š 2015 Lawyer Metrics

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Measuring a Belief Q: Most of the time, I know what is expected of me at the firm. 1. 2. 3. 4. 5.

Strongly Disagree. Disagree. Neutral. Agree. Strongly Agree. Š 2015 Lawyer Metrics

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How to Design the Survey? What to consider when designing an engagement survey? • • • •

Topic Areas Question Types Common Pitfalls Odds and Ends © 2015 Lawyer Metrics

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Topic Areas Organize questions around broad themes. For example: • Flexibility/Life Balance • Communication

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Question Types Two types of questions possible: • Open-Ended – allow people to answer in their own words. • Closed-Ended – offer a series of alternatives from which participant must choose. © 2015 Lawyer Metrics

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Open-Ended Question Q: Are you are granted an appropriate level of responsibility at the firm? Why or why not?

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Closed-Ended Question Q: I am offered increasing levels of responsibility when I am ready.

Strongly Disagree

Disagree

Neutral

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Agree

Strongly Agree

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Pitfalls to Avoid Common problems with survey questions include: • Ambiguous Phrasing • Multiple Stimuli • Loaded Questions © 2015 Lawyer Metrics

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Ambiguous Phrasing Q: In the last few months, I have received enough feedback on my work.

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Ambiguous Phrasing Q: In the last few months, I have received enough feedback on my work. Q: Partners at the firm provide me with feedback on my work.

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Multiple Stimuli Q: Partners provide feedback on my work product and business development skills.

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Multiple Stimuli Q: Partners provide feedback on my work product and business development skills. Q: Partners provide feedback on my work product.

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Loaded Questions Q: The esteemed leaders of the firm are usually responsive to staff members.

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Loaded Questions Q: The esteemed leaders of the firm are usually responsive to staff members. Q: Firm leaders are responsive to staff members.

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How to Collect the Data?

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How to Collect the Data? 1. Collect using electronic tool.

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How to Collect the Data? 1. Collect using electronic tool. 2. Emphasize anonymity.

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How to Collect the Data? 1. Collect using electronic tool. 2. Emphasize anonymity. 3. Send reminders.

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How to Collect the Data? 1. 2. 3. 4.

Collect using electronic tool. Emphasize anonymity. Send reminders. Track response rates.

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How to Analyze the Data?

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How to Analyze the Quantitative Data? • With quantitative questions, can calculate and compare average scores to identify strengths and weaknesses. • Also possible to identify strongest drivers of general engagement using regression analysis. © 2015 Lawyer Metrics

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Topic Area Strengths & Weaknesses

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Strength: Professional Development

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Weakness: Flexibility & Life Balance

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How to Analyze the Qualitative Data? • Qualitative analysis of comments brings concrete, easy-to-grasp examples to bear on quantitative results. • Themes in the comments enrich understanding about the quantitative results. © 2015 Lawyer Metrics

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Strength: Professional Development

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Qualitative Data on Strength: Professional Development Comments provide information on what the employees are thinking. It allows you to dig deeper into the quantitative data.

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General Engagement “Overall I am happy working at the firm.”

Strongly Disagree

Disagree

Neutral

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Agree

Strongly Agree

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What to do with the Results?

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What to do with the Results? Most effective way to deliver results to management is by connecting quantitative results with qualitative examples.

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What to do with the Results? Equally as important, ensure that the participants know that you have analyzed the data, reviewed the comments, looked closely at the themes that emerged, so that they feel they have been heard.

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Confidentiality Concerns One issue with doing an internal survey is confidentiality concerns. To work around this you have two options:

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Confidentiality Concerns 1. Use a survey platform that allows you to get results that are not identifiable in any way.

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Confidentiality Concerns 1. Use survey platform that allows you to get results that are not identifiable in any way. 2. Use a third party or outside company to run the survey and do the reporting.

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How Lawyer Metrics Can Help • Anonymity • Objective review of narrative comments • Statistical analysis to help set priorities • Explaining findings, especially using graphics • Year-to-year comparisons © 2015 Lawyer Metrics

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Profile for Lawyer Metrics

Engagement Surveys  

This webinar outlines the essentials of survey design, how to evaluate responses, and how to apply statistical analysis to determine which i...

Engagement Surveys  

This webinar outlines the essentials of survey design, how to evaluate responses, and how to apply statistical analysis to determine which i...

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