Facilitation Tools: Survey Feedback
This facilitation tool is particularly useful for helping groups identify and solve problems.
Survey Feedback enables participants to anonymously compare their individual views against the group as a whole. Once completed, participants have an action plan to which the group feels committed.
- Create a survey for participants to complete anonymously. For this stage to be effective in a group setting it should be completed in silence. Example topics:
- Customer satisfaction
- Meeting effectiveness
- Management effectiveness
Questions are scored on a scale of 1-5. For example:
1 = Poor
3 = Satisfactory
5 = Excellent
- Once the survey has been completed, one participant is asked to tally the group's answers on a flip chart. Resist any temptation the group may have to discuss their results.
- Once all the participants have read the results, ask the group to answer the following questions, based on what the results indicate:
- what is going well?
- Which questions received high ratings?
- Why did they receive high ratings?
- What isn't going well?
- Which questions received low ratings?
- Why did they receive low ratings?
- If there are several low ranking items, ask the group to rank them in priority order.
- Divide participants into smaller groups, around five people is ideal. Assign a specific item to each group and ask them to answer the following questions:
- What is the cause of the low rating?
- What went wrong?
- What is the nature of the problem?
- What solutions are there?
- Ask the sub-groups to present their ideas to the rest of the participants. Encourage people to add their ideas so an action plan can be finalised.
- Ask participants to once again rejoin their sub-groups and finalise their action plan to ensure improvements stand a reasonable chance of being implemented.