Plan ahead

To drive a great response rate and a feeling of inclusion, it’s important to let people know the survey is coming, get them ready, and tell your story. Many companies will start communicating with the business AFTER results are in. You need to give people time to digest why you are asking for feedback and how it impacts them - that way, you have more chance for people and managers to consider how this affects them and get on board.

Telling the story

It’s super important that all key stakeholders are clear on the Purpose, Intention and Narrative that you want to communicate. This must be consistent, authentic and aligned to the business culture’s vision.

Programme exposure

Consider whether you want your Listening Programme to have a brand identity within the business. This allows you to create a real presence and helps give your communication plan a clear differentiator from other business comms. It demonstrates commitment and investment from the business and a desire to take it seriously.

Multi channel format

It sounds obvious but it’s worth challenging the traditional thinking about what communication channels have worked in the past. To make a difference, it good to push the boundaries. Stick with the good options that are proven to work but also consider a broader view. For example, Manager Huddles to focus on the benefits of feedback (whilst promoting the survey), CEO fireside chats with THI about the important of the feedback to the business (can then be used and shared in internal comms / social media - shows commitment from the top).

Countdown & timing

Be clear on what will happen and when in the lead up to the survey. It’s also so important that the timing of your surveys are aligned with the business. Make sure there are no major clashes that affect resource availability, holiday season or peak times. You can never over communicate: Don’t be fearful of sending people too many comms. More often than not, people will have even missed or forgotten about the communication. Plan to over communicate and find the right method and format to speak to the business.