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Boosting employee feedback with online surveys
Ealing Council provides services to the
342,000 residents of London’s third largest
borough. More than 3,500 employees
of the council provide services ranging
from housing and schools to parking and
recycling. SurveyMonkey Enterprise helps
Ealing survey its employees regularly to
make sure their feedback is incorporated
into decisions about the council’s services.
At a Glance
Situation
• Surveying employees using paper
surveys is slow and inefficient
• Survey response rates need
improvement to allow for better
understanding of staff well-being
Survey Results
• Response rate for social worker
survey nearly doubles from 31%
to 57%
• Automated follow-up messages
to non-respondents help increase
response rates to all surveys
Smarter Decisions
• Borough solicits nominations for
annual employee awards more
efficiently via SurveyMonkey,
ensuring feedback across
departments
• Higher response rates help
department managers better
understand needs and concerns
of employees
Visit surveymonkey.com/enterprise today
Employee Feedback Case Study
“Understanding how
our employees feel
about their jobs, and
discovering what
they need to perform
better, has a direct impact on our
ability to provide the best services
to Ealing residents. SurveyMonkey
Enterprise helps us unlock these
insights from our workforce and
gives us the information we need to
operate as efficiently as possible.”
– Rajiv Ahlawat, Research and Consultation Manager, London Borough of Ealing
Ealing’s employees work in the council’s
numerous office buildings, and some also
spend a good deal of time in the field—for
example, visiting recipients of social services
benefits or ensuring local businesses comply
with safety standards. With a busy workforce
scattered across the large borough, human
resources and social care teams need fast,
accurate ways to gather feedback from staff
to keep borough services running smoothly
and to maintain employee satisfaction.
“The findings from our surveys, including
opinions from the people who work day
to day with our residents, inform decisions
that the council makes,” explains Rajiv
Ahlawat, Research and Consultation Manager
for Ealing. “But helping each department
track down these employee insights, and
understand and share the results, was a
challenge when our surveys were conducted
on paper and email. We needed to find a
user-friendly way to do online surveys so we
could get more responses from employees.”
Using SurveyMonkey Enterprise, Ahlawat
and his colleagues can easily discover
how employees do their jobs, and their
satisfaction with their positions. “We recently
completed a very successful survey of our
social work team, gauging satisfaction
with their jobs,” Ahlawat says. “When we
conducted the same survey in 2010, we had
a 31% response rate. By using SurveyMonkey
for our 2014 survey, we got a 57% response
rate. With almost twice as many responses,
we get a much clearer picture of how well
the social work service is working.”
Visit surveymonkey.com/enterprise today
Ahlawat and his colleagues in other
departments like the easy administrative
features of SurveyMonkey Enterprise,
as well as its ability to help drive more
responses. “We like the email collector,
which we use to send our surveys to
employees,” says Ahlawat. “SurveyMonkey
can only send emails to people who haven’t
yet responded, which helps us do a better
job on follow-ups and also encourages more
responses. And it’s easy to use—we can
train people on how to do surveys in just a
couple of hours.”
Learn more about how SurveyMonkey
Enterprise can help your entire team make
smarter decisions.
Visit surveymonkey.com/enterprise today.
How do surveys help recognize employees?
We give out annual awards to our
employees, and we want to make
sure we solicit feedback from every
department in the borough so we
don’t miss the opportunity to honor
good people. We use SurveyMonkey
to ask employees to nominate their
colleagues for awards for their
performance and contribution
in various categories. It’s a very
efficient way to get submissions.
– Rajiv Ahlawat, Research and Consultation Manager, London Borough of Ealing