What Might a Client Engagement Questionnaire Look Like? Part II


#Engagement #Clientengagement #Employeeengagement #Success

Links to the other two Parts are provided at the end of this portion.

If we had a useful Q12 equivalent to the employee version to measure client engagement, how would we have gotten it? Gallup used its polling prowess to test and test again, millions of times, before coming up with Employee Q12 and then applied it millions of times to come up with the employee engagement profile reported above.

I propose that we trust the millions of Gallup poll results as valid indicators about what engages employees and then make one observation. We allow that all those polls of all those people who are employees at some organization or another, are, indeed, also the clients of the organizations somewhere. They buy from somewhere. We already have poll results from millions of bona fide clients, people who are buyers. I propose to take the Employee Q12 and view those statements through the lens of our consumers, our clients, those who buy from us. This approach ought to provide a useful starting approximation for a Client Q12 survey.

Here is the employee engagement Q12 that I am also referring to as the Engagement Q12.

  1. Do you know what is expected of you at work?
  2. Do you have the materials and equipment to do your work right?
  3. At work, do you have the opportunity to do what you do best every day?
  4. In the last seven days, have you received recognition or praise for doing good work?
  5. Does your supervisor, or someone at work, seem to care about you as a person?
  6. Is there someone at work who encourages your development?
  7. At work, do your opinions seem to count?
  8. Does the mission/purpose of your company make you feel your job is important?
  9. Are your associates (fellow employees) committed to doing quality work?
  10. Do you have a best friend at work?
  11. In the last six months, has someone at work talked to you about your progress?
  12. In the last year, have you had opportunities to learn and grow?

Reworking the above 12 designed for employee engagement testing into a parallel set of 12 questions to test client engagement we have the following, which I refer to as the experimental Client Q12.

  1. Do you know how to shop and buy from us?
  2. Do you have the materials and tools and knowledge to accomplish your shopping in a satisfying way?
  3. When interacting with our organization, do you have the opportunity to see/experience your purchase options in a way that works for you?
  4. In the last two months, have you received recognition or gratitude for shopping with us?
  5. Does someone here seem to care about you as a person, beyond as simply another shopper?
  6. Is there someone in our organization who educates you in making the best choices for you?
  7. Within our organization does your opinion seem to count?
  8. Does the mission/purpose of our organization make you feel that your needs/wants are important?
  9. In your opinion, are our representatives committed to doing quality work?
  10. Do you have a feeling of being a friend of the people in our organization?
  11. In the last six months has someone from our organization talked with you about meeting your aspirations with us for the future ?
  12. In the last year have you had opportunities to personally learn and grow as a result of your interactions with our organization?

True, it needs work. And… if I answer these for myself about my interactions with an organization that I buy from, not bad. Not bad at all. A reasonable start. Some items need adjustment. For instance, a few questions can come across as too invasive. Number 10, 11 and 12 have one foot in private territory. Although the idea of those three is understood, presentation needs refinement. Other questions may need a nudge, but the concept holds.

For the moment, let us pause with the question…

“What might start to happen if our own employees were shown this Client Q12, asking their thoughts on it?”

End of Part II

Part I can be found here  http://yournaturaledge.com/2017/12/15/might-client-engagement-questionnaire-look-like-part-i/

Part III can be found here  http://yournaturaledge.com/2017/12/15/might-client-engagement-questionnaire-look-like-part-iii/



Joseph Seiler MCC