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Ealing Borough Case Study: Employee Feedback

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Page 1: Ealing Borough Case Study: Employee Feedback

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

Page 2: Ealing Borough Case Study: Employee Feedback

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