Survey Effectiveness Index

Organization Performance

Customer
Loyalty

Organization Performance Model

Customer Loyalty Model

Multi-Rater
Assessment

PDi Followup
Action Planning

Our performance measures translate the voices of both customers and employees into actionable information. This research identifies critical areas to help you set realistic priorities and make the most efficient use of your improvement investment.

PDi has developed and validated hundreds of general and targeted assessments which can be customized to meet your measurement needs:

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General Assessments Multi-stakeholder assessments Organization effectiveness surveys Employee satisfaction surveys Employee productivity surveys Team effectiveness surveys Leadership surveys Organization culture surveys 360 degree profile feedback

Targeted Assessments Career development surveys Compensation and benefits surveys Creativity, innovation and initiative surveys Ethics and values surveys Meeting effectiveness surveys Internal partnering surveys Customer satisfaction surveys Training evaluation surveys

Why Survey Research?

Survey Research has amazing potential, when it works. How often have you:

Read a question so poorly worded, it made you wince?
Filled out standardized survey questions that were not really relevant to your work?
Received a stack of reports full of descriptive statistics without adequate interpretation?
Received survey results so ambiguous you were not sure what actions to take?
Invested effort in a survey process that did not result in meaningful change?
Concluded that a survey effort was a waste of time and money?

Do your survey metrics need an upgrade?

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Carefully crafted survey instruments can accurately measure and report on the attitudes and behaviors of large groups of employees and customers more cost effectively than virtually any other method. Effective surveys yield findings that lay out a virtual roadmap for positive change. Unfortunately, designing valid and reliable survey instruments is very tricky. Wordsmithing survey questions to make them actionable, and linking survey findings with practical action plans, are even more difficult. If you lack the time (think lots, then add in some more), or the training (we are Ph.Ds with decades of experience, and we are still learning), or the enthusiasm (we love this stuff) to deal with this process on your own, PDi can help.

Needs Analysis/Goals & Objectives
An initial needs analysis and identification of goals and objectives is a reality check; the more comprehensive the initial analysis, the greater the chances for success of the survey and subsequent change efforts to address issues that really matter. If you need help conducting the interviews and focus groups needed to gather this qualitative data, PDi has trained facilitators at your disposal.

Sampling Strategy
Sampling strategies determine who does and does not get to speak their mind in your research findings. If you want your survey report to be worth anything, every important internal and/or external constituency whose opinions are relevant should have a chance to contribute. If not, they have every right to attack and dismiss your findings as one-sided. If you are not sure who should be included to create a valid sample, PDi offers statistical sampling strategies to help ensure representative data sets. Stratified random sampling and cluster sampling are the most common, generally accepted sampling strategies.

Survey Design
Survey designs map out the topics the survey will, and will not explore. PDi can help clients determine appropriate design characteristics, such as the length of the survey and its rating scales; the nature and number of categories, sub-categories and hidden categories; the survey structure, including introductions and transitions to establish and maintain perceptual sets; face and content validity (using pre-validated questions or expert panels), and construct validity (from pre-validated survey instruments or through pre-testing).

Survey Administration and Data Entry
Survey administration and data entry concerns the web site posting or printing of the surveys, e-mailing/distributing the surveys to the respondents, monitoring the response rate, and processing and cleaning the data that is returned to ensure accuracy.

Survey Analysis
Survey data analysis includes all of the standard descriptive statistics the discriminating organizations would desire including reports for each category, sub-category, hidden category and question. When qualitative data (from interviews, written comments, etc.) are available, examples and stories can be integrated with the statistics for an in-depth picture of important survey findings.

Hypothesis Testing
Higher level inferential statistical analyses can help interpret data, such as:
Analyzing the differences between the ratings of different groups, to see if they are large enough to be statistically significant, or small enough to be coincidence or random error.
To lump similar questions together, shortening the survey and simplifying the analysis without compromising the explanatory power of the data.
To explore linear relationships between questions and categories. Positive relationships mean that as the ratings of one question or category increase, they also tend to increase in the other. Negative relationships mean as one set of ratings increases, the other tends to decrease. Insignificant relationship mean there is no pattern at all.
Time Series Analyses test if improvements or declines in ratings over time are large enough to make inferences from, with confidence.

Survey Feedback and Action Planning
The PDi Executive Summary Report concisely communicates important survey results and improvement recommendations. Clients who would like the survey and consulting expert on hand to assist in the executive debrief, facilitate planning change initiatives, and answer any questions have one on demand from PDi.

Survey Post-testing and Validation
Similar to the pre-testing process, post-testing takes your survey to the next level, correcting problem areas and identifying gaps. For example, written comments may identify a topic that should be included as an additional survey question in the next administration. The statistical analysis may reveal questions whose ratings are too easy or too hard, and need wordsmithing. Post-testing can also establish predictive validity, which links survey findings to objective, bottom-line indicators. Further, post-testing provides a statistical basis to shorten long survey instruments without sacrificing their explanatory power.

Survey Synchronization
Given the number of improvement efforts going on in the typical organization, why not coordinate them? Better collaboration would reduce duplication of effort, and increase the explanatory power of the data. For example, when employee and customer satisfaction survey efforts are linked, employee behaviors which drive customer satisfaction can be identified.