To elicit true voice, you need to ask people what they think in their own words. A battery of closed questions just doesn’t do the same job. We always ask for the positives and negatives, so there’s a balanced view. It’s also valuable to challenge your own organisation, not only with what has been said, but also what has not been mentioned. What if people aren’t talking about issues that your teams are putting a lot of emphasis on?
True voice must also be attributed (i.e. not anonymous). This way, you know who has said what – which means you can then have individual conversations about it. It allows you to respond to individuals quickly and decisively, closing the loop on the feedback given.
A true voice approach also means you have a history of feedback from people exactly as they have said it at an individual level, so you can see what they’ve said previously, and how their sentiment is changing over time.
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