Ensuring policies are competitive and suppliers deliver quality services starts with performance criteria that are measured at regular intervals. Four common assessment methods are Satisfaction Surveys; Mobility SLA Assessments; KPI Assessment and Audits. Part One of this four-part series focuses on assessing the satisfaction of assignees/transferees and their managers.
Assessing the satisfaction with mobility policies and suppliers helps in understanding your employees’ attitudes, opinions and motivations and how your program measures up to their expectations. Before implementing a satisfaction survey, ask:
- What is the purpose?
- Is there clear executive sponsorship to ensure the results will drive change?
- Who should construct and administer the survey?
- Do you have in-house expertise and time?
- Based on company culture, would an external facilitator increase or lower participation (trust, anonymity)?
- What are the timing and cost requirements?
- Commercial surveys are immediately available, may be rigorously designed and may have industry norms for comparison; they may also fall short of assessing critical, company-specific factors.
A well constructed and conducted survey will:
- Identify services/resources that don’t satisfy and/or are not valued.
- Identify innovations.
- Ensure improvements are focused on relocatees’ critical factors.
- Hold suppliers’ accountable for that which they control or influence.
Tips for improved survey results:
- Align survey timing and frequency to the move type, e.g. survey long-term assignees after arrival, mid-assignment and at repatriation.
- Ask very specific, inclusive questions where corrective actions could be taken.
- Survey all mobility supplier services in one survey to reduce survey overload.
- Filter results by geography, business org, job type, move type, etc.
- Compare first-time relocatees’ feedback to seasoned relocatees.
- Responses are opinions, not objective measures; so link results to relevant objective measures.
- Augment the survey with interviews, focus groups, etc. to explore improvement areas before taking action.
- The survey is a process, not an event…look for trends.
- Attempt to gather data from non-respondents.
Most important, ensure respondents see the connection between the aggregate results and corrective actions taken. Follow-through.
The Team at HR&Relo Advisors