Why Hasn't Your Organization Conducted an Employee Opinion Survey?
 
Did you know that over 95 percent of the companies we partner with on an Employee Opinion Survey (EOS) improve their culture in the eyes of their employees and managers by the time they undertake their second survey? That's why our firm is passionate about conducting employee opinion surveys. The organizations we work with see results—fast! Fifteen years ago, we conducted our first EOS for our longtime partner, North Island Credit Union, one of the top three credit unions in San Diego and one of the few credit unions in the country to offer a full spectrum of business services.

Now, more than seven surveys later, Mike Maslak, North Island’s CEO, still deeply believes that listening to employees leads to  successful organizations. Since North Island conducted its first survey, its business culture has become stronger and turnover has been reduced. Plus, North Island is now viewed as an employer that attracts the best and brightest employees. Considering these positive outcomes, it’s hard to understand why more companies don’t conduct employee opinion surveys. In interviews with hundreds of senior managers, we typically hear the following four reasons.

REASON #1: A SURVEY ISN'T IN THE BUDGET

Research has repeatedly shown that workplaces with fired-up employees consistently outperform organizations with employees who simply “show up to collect a paycheck.” Couple that fact with the outrageous cost of turnover, and budget excuses fly right  out the window. When asked about the value of the EOS for his organization, John Campbell, general manager of the La Jolla Beach & Tennis Club and the Marine Room restaurant, enthusiastically replied, “Well, as they say in the Visa commercial, ‘It’s priceless.’”

REASON #2:  OUR MANAGEMENT TEAM WILL NEVER GO FOR IT

If you don’t have confidence that your management team will make the improvements called for in an EOS, it may be time to find a new management team! One thing that will guarantee a decline in employee morale is to conduct a survey and then do nothing with the results. There is no quicker way to tell employees that their opinion has no value. We were once called on to help an organization at which a horrendous act of workplace violence had occurred. Following the incident, the CEO pulled his management team together and outlined the changes that needed to be made immediately. One of the managers became defensive, saying, “Those are big changes. They aren’t going to happen overnight. This is going to take time.” The CEO calmly looked at his watch and replied, “You’re right. It’s 4:00PM. You have until 4:05 PM to begin implementing these changes—or find another place to work.”

REASON #3: I DON’T WANT TO HEAR IT

Leaders who openly admit they don’t want to know what their employees think are setting themselves up for failure. Soliciting input from employees tells them that they are important, their thoughts and ideas are valuable, and their manager trusts them. Managers who ignore employees’ opinions and ideas isolate themselves from reality and miss opportunities to grow and improve. They also undermine employee empowerment and morale. Leaders with this attitude are likely to turn around one day and discover that there is no one following them.

REASON #4:  I ALREADY KNOW WHAT MY EMPLOYEES ARE THINKING

While many managers say they can “feel the pulse” of their staff without an objective instrument, we have found that to be virtually impossible. We have consulted with thousands of managers on survey design. Each time we undoubtedly find one or two managers who tell us, “We can save you a lot of time. We know what our employees are thinking.” Those are the very same managers who come to us after the survey is over, admit sheepishly how wrong they were and thank us for getting at the heart of their employees’ opinions. Garry Ridge, CEO of WD-40, gave us his insight: “The EOS is one of the best tools for taking the pulse of the organization, and evaluating the impact of changes we have made since the last survey.” <>