Speedier Feedback Improves Results

by RaeAnne Marsh

“What drives engagement is frequency of feedback,” notes Mark Heymann, founding partner and CEO of UniFocus, which recently successfully beta-tested its Pulse Survey solution with Best Western Hotels & Resorts. Working collaboratively with a group of its independently owned and operated hotels in North America, Best Western gained a valuable new metric to quantify the value of hotel employee engagement.

Unobtrusive Pulse Surveys track engagement throughout the year, giving organizations instant insight into their employees’ perceptions that directly impact the guest experience. After extensive research, UniFocus formulated a short pulse survey for staff to express opinions, enabling management to get to the heart of their concerns. They can respond to brief surveys via mobile devices, home computers or onsite computers at the facility, making participation convenient and quick for employees and thereby encouraging better response rates. Technology enables UniFocus to compile information more quickly, to identify and address key action items.

Property managers can compare results against company, property, division or department averages and identify those departments that need immediate attention.

“The faster you can give an employee feedback, the faster you can tell your team what you’re doing about these issues, the more motivated they’re going to be,” Heymann observes, adding, “As soon as an employee sees his input is useful and acted upon, it makes the next survey even better.”

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