Feedback Center

Feedback Center Solution

The Feedback Center solution gathers feedback in an open forum setting that encourages discussion, and sharing of opinions, on a multitude of topics. The Feedback Center is versatile by design and can be configured to an organization's specific needs.

Solution Overview

Business challenges 

  • Communications (Primary)
  • Culture & Engagement (Secondary)
  • Collaboration (Secondary)

Owners and audiences 

  • Human Resources (Owner)
  • All employees (Audience)
  • Team Leads/Management (Audience)

Business value

Your employees' voices are essential to understanding opportunities for improvement and engagement across the company. Employees on the front-line have visibility into operations and customer experience that can drive innovation and competitive advantage for your organization. The Feedback Center gives people a single destination to submit those observations to the right people and keeps them engaged. 

The Feedback Center brings feedback topics out of siloed mediums like email and into an open forum where many people can contribute their own perspectives, and create engaging conversations. Bringing multiple perspectives and functional disciplines together on a topic helps drive innovative solutions.

The Feedback Center is also highly versatile and can be configured to suit the kind of feedback your organization is seeking and to help manage the feedback you are already getting. Use this Solution to centralize all product or service-related insights, and configure it by product line, individual features, support, and more. You can also use the Feedback Center to create a continuous feedback loop on events to learn about the good and bad of your latest tradeshow, holiday party, launch event, and summer social. You can even deploy it to your customers or partners.

Key features

  • Feedback Center homepage
  • Subscriptions to Forum Channels by topic
  • Drive feedback with the CTA Widget
  • Recent Activity Widget
  • Ideas area to drive innovation
  • Issues area for challenges
  • Successes area to promote a positive corporate culture
  • Blogs to share employee successes


Screenshot  
SolutionScreenshots_CustomerKB_FeedbackCenter.png

Business Outcomes

Measuring success

The Feedback Center solves many business challenges, but the biggest impact is on culture and engagement. Ensure your Feedback Center Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the collaboration challenges faced by companies when listening and reacting to your employees' ideas, views, and challenges.

Key outcomes

Measuring against KPIs specific to the Feedback Center allows you to determine: 

  • What areas are viewed as successful across the organization? What are we as a company doing well? 
  • What areas need improvement to better support our employees so they can support our customers? 
  • What additional goals and objectives should we prioritize to make our employees better prepared to do their jobs or so they are happier in their roles?
  • What people-focused goals and objectives should we examine and action so our employees are more engaged?
  • What information-focused goals will improve the quality and quantity of self-service support materials available to the organization?
  • What process-focused goals will improve efficiencies around the organization?

Key goals and objectives 

Some key goals and objectives to keep in mind when determining KPIs for your Feedback Center include: 

  • Creating a safe space for feedback 
  • Increasing trust in management
  • Identifying improvements in resources and processes 
  • Improving employee experience and retention 

Business processes

You should incorporate your Feedback Center Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.

  • Do SOPs need to be updated? (e.g. integrating with other feedback tools or forms, creating SLAs around responding to feedback) 
  • Are there processes that need to change? (e.g. responding to feedback ideas, steering committee for prioritizing feedback)

Key areas 

Some key areas to pay close attention to when measuring the success of your Feedback Center Solution include: 

  • Poll widget responses
  • Discussion forum topics - Ideas and Issues
  • Recent feedback

Recommended KPIs

Below are some recommended KPIs for measuring the success of your Feedback Center Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% increase in the number of responses to polls
  • X% increase in the number of questions or ideas posted
  • X% decrease over time in the number of issues posted
  • X% reduction in the overall frustration of employees in business resources and processes (via survey results) 
  • Minimum of X number of articles published in the Feedback Center on actioned feedback items in a given time
  • An average of X number of ideas or issues "resolved" each month via discussion forum

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement 

The Feedback Center Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the Feedback Center Solution:

  • Site architecture: Review the Solution architecture.
  • Homepage: Surface the most important calls-to-action and updates within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content.  
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution. Be sure to ensure the right groups can 'Write' to channels you created to capture their feedback.
  • Content: Add content (e.g. best practices, expectations, and previous feedback) and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the Solution (e.g. Human Resources, Team Leads, IT) through engaging, easy-to-consume content.

Drive engagement and adoption 

Once you've determined the architecture and the content that will live in your new Feedback Center, it's time to get ready to launch, engage, and evolve. Use the recommended tactics below to successfully launch your Feedback Center, maximize adoption, drive engagement, and expand the Solution for long-term success.

Launch

  • Pre-populate with feedback you've already captured: Add in a pre-defined list of prior feedback to show that you've been listening and to make the space feel 'busy' right from the start. This will help to make the Solution a safe space for people to voice their views in a place where they will be taken into consideration by management.
  • Identify your Champions: Plan to solicit feedback before launch from champions that will support solution once it is live. Ask them to actively monitor the Feedback Center and respond proactively.
  • Let your users know you want to hear from them: Draw attention to the Feedback Center early, leading up to launch so you can capture users' thoughts right away.
  • Plan to launch with a corporate event: Consider launching your Feedback Center along with a key Corporate Event. Events are complex and ever-evolving programs. Utilize the Feedback Center to create a continuous feedback loop on events to learn about the good and bad of your latest tradeshow, holiday party, launch event, and summer social.

Engage

  •  Poll employees: Use the Poll Widget to gauge success, determine new feedback categories and quickly take a pulse on what's going on across the company.
  • Let users know the impact of their feedback: Highlight implemented feedback and the related rationale. Create communications around what the team is doing with feedback through success stories, solution changes and the positive impact of feedback.
  • Learn incrementally: Provide a poll to vote on highlight feedback and changes that resulted, telling the users, "We love it – what do you think?" 
  • Invite feedback at the end of the onboarding journey: Make this area part of your onboarding process for new employees. Ask them for pointed feedback on their experience to encourage their usage of the Feedback Center and an open dialogue for greater engagement from day one.

Govern 

This Solution should be managed by Digital Workplace Management team, Human Resources, IT.

  • Use departmental channels: Set up news channels for each department to collect feedback from all employees.   
  • Ensure wide-spread updates: Set subscriptions (e.g. daily subscriptions are recommended) to ensure all employees are receiving updates on highlighted feedback. 
  • Engage employees: Encourage feedback from employees by opening up commenting, rating, and likes on articles. 
  • Measure success: Review analytics and check against defined success metrics to determine what's working and what's not. 
  • Manage growth: Create policies for managing this Solution moving forward (e.g. adding new channels, giving access to new authors, defining appropriate/inappropriate content, etc.).
  • Assign ownership: Define a Digital Workplace Manager or management team who is responsible for all feedback activities at a strategic and tactical level. 

Evolve

  • Generate and circulate success stories: Identify which teams can share stories on how feedback has made a major impact to the organization. Track a significant change and show how the idea started and describe how it turned out as well as the key impacts.
  • Incentivize: Provide incentives to drive more feedback and more innovative feedback, thinking about the 'big picture'.
  • Utilize the Status Widget: Show the number of pieces of feedback received and how many have been implemented, etc. 
  • Leverage frequent users: Review and incorporate feedback from your Champions or Advocates to include updates and changes that have an impact. 
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution.

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