Overcoming Survey Fatigue: A Strategic Approach to Enhancing User Experience in IT Service Management
Introduction
Survey fatigue is a recognized challenge in the realm of IT Experience Management (ITXM). While the abundance of employee surveys has reached a Golden Age, organizations often face hesitancy in deploying diagnostics due to concerns about survey fatigue. This article draws insights from "Survey fatigue? Blame the leader, not the question" by DiLeonardo, Lauricella, and Schaninger to explore the causes of survey fatigue and propose strategies to prevent it.
Understanding Survey Fatigue
Contrary to common misconceptions, survey fatigue is not primarily driven by the sheer number or length of surveys. Research indicates that the key factor contributing to survey fatigue is the perception that organizations won't act on the survey results. This skepticism is often rooted in past experiences where employees witnessed no tangible outcomes or communication following previous surveys.
Preventing Survey Fatigue in ITXM
Select Well-Validated and Actionable Surveys:- Choose psychometrically sound surveys with questions that measure overall effectiveness and the frequency of desirable behaviors.
- Ensuring surveys are easy to act on facilitates the transformation of insights into actionable initiatives.
- Deploy surveys at a pace that allows leaders to effectively communicate and act on the results.
- Tailor the survey frequency to the organization's needs, considering the example of a retailer conducting annual or biannual diagnostics.
Cascade Results Effectively:
- Disseminate survey results throughout the entire organization, not just to top leadership.
- Utilize various communication channels, including internal social media, digital signage, and discussion sessions with frontline employees.
Develop and Implement Action Plans:
- Use survey results to formulate initiatives that address identified issues.
- Treat these initiatives with the same rigor as performance-related projects, including ownership, KPIs, milestones, and regular progress monitoring.
Implement Quick Wins:
- Swiftly address issues signaled by survey results to demonstrate responsiveness.
- Deploy targeted interventions, such as personalized nudging platforms, to address specific problematic behaviors identified in the survey.
Conclusion
Survey fatigue is a genuine concern, but the solution lies in strategic survey deployment and effective action on feedback. In the realm of ITXM, where user experience is paramount, organizations must focus on not just gathering data but demonstrating a commitment to improvement. By following these strategic guidelines, IT service management can navigate survey fatigue and leverage feedback to enhance user experiences and overall organizational effectiveness.
References
DiLeonardo, A., Lauricella, T., Schaninger, B. (May 10, 2021). Survey fatigue? Blame the leader, not the question. Harvard Business Review.