A recommend list of attributes you can ask customers about your team, to help performance reviews
Are you holding regular performance reviews or one-on-one meetings with employees? If you aren't, start today. The benefits are numerous:
- Boost employee productivity and quality of work
- Foster positive work relationships
- Create engagement with your business
- Help you discover and address use issues proactively
- It's an ideal to exchange feedback
Your business is judged by your staff performance, so bring in the customer voice to performance discussions
Staff are most commonly commented on in online reviews. They can be the different between a poor or great experience. That can also be the different between a raving customer that brings in new customers worked-of mouth, or someone who's actively detracting new customers.
Some example of negative reviews: "the staff were so rude", "They were late", "They just didn't understand what I needed", "They gave me the wrong thing"
Some examples of positive reviews: "They really went the extra effort", "They were so helpful", "the staff were so funny", "They really took care of us".
If your business involves many customer-staff relationships that are behind closed doors, private communications like email, or outside of the office, then surely you'd like to know how your customer felt about the team member they interacted, and who it exactly was?
You need to know which team member they interacted with: We've seen some survey's ask, and provide a list of names, but commonly they can't remember. Therefore that feedback isn't particularly useful
50% of respondents provide written feedback: If you're relying on written feedback you're going to miss out on a lot of feedback about your team. It's becoming more common people prefer to choose buttons and don't have the time or patience for written feedback. Therefore we offer a list of attributes, which are different depending on the score - if it's 5 stars then what went well, and if it's was 4 stars or less then what could be improved.
Here's a suggested list of attributes you can include in your Yonder Team question. You may like to adjust the wording depending on the use in the "what went well" or "what can be improved" lists.
Attributes of Performance
Quality of work
- Accuracy
- Thoroughness
- Competence
Quantity of work
- Productivity level
- Time management
- Ability to meet deadlines
- Timeliness
- Efficient
Initiative and motivation
Job knowledge
- Skills
- Understanding of the work
Working relationships
- Ability to work with others
- Communication skills
- Friendliness
- Use of jargon
Start using the Yonder Team Performance today. Learn more how it works
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