Survey Feedback Quotes

Even in the face of massive competition, don’t think about the competition. Literally don’t think about them. Every time you’re in a meeting and you’re tempted to talk about a competitor, replace that thought with one about user feedback or surveys. Just think about the customer.

Ellen Braun, an accomplished agile manager, noticed that different behaviors emerge over time as telltale signs of a team’s emotional maturity, a key component in their ability to adjust as things happen to them and to get to the tipping point when “an individual’s self interest shifts to alignment with the behaviors that support team achievement” (Braun 2010). It is better to know some of the questions than all of the answers. —James Thurber Team Dynamics Survey Ellen created a list of survey questions she first used as personal reflection while she observed teams in action. Using these questions the same way, as a pathway to reflection, an agile coach can gain insight into potential team problems or areas for emotional growth. Using them with the team will be more insightful, perhaps as material for a retrospective where the team has the time and space to chew on the ideas that come up. While the team sprints, though, mull them over on your own, and notice what they tell you about team dynamics (Braun 2010). • How much does humor come into day-to-day interaction within the team? • What are the initial behaviors that the team shows in times of difficulty and stress? • How often are contradictory views raised by team members (including junior team members)? • When contradictory views are raised by team members, how often are they fully discussed? • Based on the norms of the team, how often do team members compromise in the course of usual team interactions (when not forced by circumstances)? • To what extent can any team member provide feedback to any other team member (think about negative and positive feedback)? • To what extent does any team member actually provide feedback to any other team member? • How likely would it be that a team member would discuss issues with your performance or behavior with another team member without giving feedback to you directly (triangulating)? • To what extent do you as an individual get support from your team on your personal career goals (such as learning a new skill from a team member)? • How likely would you be to ask team members for help if it required your admission that you were struggling with a work issue? • How likely would you be to share personal information with the team that made you feel vulnerable? • To what extent is the team likely to bring into team discussions an issue that may create conflict or disagreement within the team? • How likely or willing are you to bring into a team discussion an issue that is likely to have many different conflicting points of view? • If you bring an item into a team discussion that is likely to have many different conflicting points of view, how often does the team reach a consensus that takes into consideration all points of view and feels workable to you? • Can you identify an instance in the past two work days when you felt a sense of warmth or inclusion within the context of your team? • Can you identify an instance in the past two days when you felt a sense of disdain or exclusion within the context of your team? • How much does the team make you feel accountable for your work? Mulling over these questions solo or posing them to the team will likely generate a lot of raw material to consider. When you step back from the many answers, perhaps one or two themes jump out at you, signaling the “big things” to address.

Managing the Neutral Zone: A Checklist Yes No   ___ ___ Have I done my best to normalize the neutral zone by explaining it as an uncomfortable time that (with careful attention) can be turned to everyone’s advantage? ___ ___ Have I redefined the neutral zone by choosing a new and more affirmative metaphor with which to describe it? ___ ___ Have I reinforced that metaphor with training programs, policy changes, and financial rewards for people to keep doing their jobs during the neutral zone? ___ ___ Am I protecting people adequately from inessential further changes? ___ ___ If I can’t protect them, am I clustering those changes meaningfully? ___ ___ Have I created the temporary policies and procedures that we need to get us through the neutral zone? ___ ___ Have I created the temporary roles, reporting relationships, and organizational groupings that we need to get us through the neutral zone? ___ ___ Have I set short-range goals and checkpoints? ___ ___ Have I set realistic output objectives? ___ ___ Have I found the special training programs we need to deal successfully with the neutral zone? ___ ___ Have I found ways to keep people feeling that they still belong to the organization and are valued by our part of it? And have I taken care that perks and other forms of “privilege” are not undermining the solidarity of the group? ___ ___ Have I set up one or more Transition Monitoring Teams to keep realistic feedback flowing upward during the time in the neutral zone? ___ ___ Are my people willing to experiment and take risks in intelligently conceived ventures—or are we punishing all failures? ___ ___ Have I stepped back and taken stock of how things are being done in my part of the organization? (This is worth doing both for its own sake and as a visible model for others’ similar efforts.) ___ ___ Have I provided others with opportunities to do the same thing? Have I provided them with the resources—facilitators, survey instruments, and so on—that will help them do that? ___ ___ Have I seen to it that people build their skills in creative thinking and innovation? ___ ___ Have I encouraged experimentation and seen to it that people are not punished for failing in intelligent efforts that do not pan out? ___ ___ Have I worked to transform the losses of our organization into opportunities to try doing things a new way? ___ ___ Have I set an example by brainstorming many answers to old problems—the ones that people say we just have to live with? Am I encouraging others to do the same? ___ ___ Am I regularly checking to see that I am not pushing for certainty and closure when it would be more conducive to creativity to live a little longer with uncertainty and questions? ___ ___ Am I using my time in the neutral zone as an opportunity to replace bucket brigades with integrated systems throughout the organization?

More generally, the lack of feedback applies to all higher-level use of force situations for officers. While officers are trained in how to properly utilize force, the need for more serious levels of force is rare. For example, the Bureau of Justice Statistics conducted the 2008 Police-Public Contact Survey as a supplement to the National Crime Victimization Survey. An estimated 1.4% of those surveyed had force used or threatened during their most recent contact with law enforcement (BJS, 2008). In a related study, Hickman, Piquero, and Garner (2008) found that 1.5% of police-citizen contacts resulted in either the use of force or the threat of force. Of these cases, only a very small percentage (0.2%) of police-citizen encounters resulted in lethal force (i.e., use of a firearm) being applied or threatened. Geller and Scott (1992) determined that the average officer would have to work 1,299 years in Milwaukee, 694 years in New York City, or 198 years in Dallas to be statistically expected to shoot and kill a suspect.

User research, observations, surveys, and customer feedback are all tools that you can harness to better explore the problem from a user standpoint.

open by asking Angela, “Would you be willing to grant me the opportunity to repair the racism I perpetrated toward you in that meeting?” When she agrees, I continue. “I realize that my comment about Deborah’s hair was inappropriate.” Angela nods and explains that she did not know me and did not want to be joking about black women’s hair (a sensitive issue for many black women) with a white woman whom she did not have a trusting relationship with, much less in a professional work meeting. I apologize and ask her if I have missed anything else problematic in the meeting. “Yes,” she replies. “That survey? I wrote that survey. And I have spent my life justifying my intelligence to white people.” My chest constricts as I immediately realize the impact of my glib dismissal of the survey. I acknowledge this impact and apologize. She accepts my apology. I ask Angela if there is anything else that needs to be said or heard so that we may move forward. She replies that yes, there is. “The next time you do something like this, would you like feedback publicly or privately?” she asks. I answer that given my role as an educator, I would appreciate receiving the feedback publicly as it is important for white people to see that I am also engaged in a lifelong process of learning and growth. And I could model for other white people how to receive feedback openly and without defensiveness.

We needed a greater sense of urgency.” So the management team decided that field managers would not be eligible for promotion unless their branch or group of branches matched or exceeded the company’s average scores. That’s a pretty radical idea when you think about it: giving customers, in effect, veto power over managerial pay raises and promotions. The rigorous implementation of this simple customer feedback system had a clear impact on business. As the survey scores rose, so did Enterprise’s growth relative to its competition. Taylor cites the linking of customer feedback to employee rewards as one of the most important reasons that Enterprise has continued to grow,

Speaking on Stage Speakers and presenters have only a few short seconds before their audience members begin forming opinions. True professionals know that beginning with impact determines audience engagement, the energy in the room, positive feedback, the quality of the experience, and whether or not their performance will be a success. A few of the popular methods which you can use to break the ice from the stage are: • Using music. • Using quotes. • Telling a joke. • Citing statistics. • Showing a video. • Asking questions. • Stating a problem. • Sharing acronyms. • Sharing a personal story. • Laying down a challenge. • Using analogies and comparisons. • Taking surveys; raise your hand if . . . Once you refine, define, and discover great conversation starters, you will enjoy renewed confidence for communicating well with new people.

So designing spreadable value units is a crucial step toward virality. A spreadable value unit may be one that helps to start an interaction on an external network, the way Instagram photos create conversations on Facebook among users intrigued by the images they’ve seen. Or it may create the opportunity to complete an incomplete interaction, the way an unanswered question on Quora demands social feedback in the form of an answer, or a fresh survey on Survey-Monkey invites responses. Making it easy for users to create and disseminate spreadable value units helps you build a platform that has high growth as well as high engagement.

Decision making is neither an art, nor a business. Decision making is a perspective that requires perseverance, survey and analysis.

One of my mastermind members, Travis Killian, once told me about how he gets products to stand out in a busy, loud marketplace. His answer was simple: “We listen to people. We execute so many split tests, it’s insane. We’ll mock up the product and ask people, Which do you like better? This one or this other one from our competitor? We do that for all the top competitors in the market, all the ones we think have the best products in the niche.” Split testing requires nothing more than asking people which one of two things they like better. That’s it. Show someone two items, and ask for his or her preference. It’s one of those rare things that happens to be simple, easy, and effective. “I remember one time, when we were just starting out,” Travis told me, “we paid one of our friends to go to the mall in Austin, show pictures of our products versus our competitor’s products, and collect survey answers on which one they preferred.” If it sounds like a ton of time and money to pay someone to do inperson surveys and split testing, Travis says that’s not even essential. “When we started out, that’s what we did. Now, we use services online to run constant split tests of our products against our competitors’ products. The most important thing is to get the feedback on why survey respondents have a preference. Why do they like the other guy’s product over mine? That’s the data we really want to collect. We spend our time analyzing that data and applying it to the products—deciding first if the feedback is something we can, and want, to address, and then making changes from there.

A 2016 survey from the Public Religion Research Institute and The Atlantic found that 57 percent of white adults who lived in their hometowns preferred Donald Trump in that year’s presidential election, compared with 40 percent of those who lived farther than a two-hour drive from where they’d grown up. This points to a feedback loop for the insular, small-town dynamic: the people who think their small towns are the best often haven’t lived far away for a significant period of time and so don’t have a solid basis for comparison.

The docs-as-ecosystem model starts with community feedback (A), captured through various channels such as public GitHub discussions, public surveys, forums, social media, and support requests. This feedback is then incorporated into the documentation codebase, which is managed through version control (B) to ensure that all changes are tracked and reviewed. The documentation codebase is then integrated continuously (C) through a continuous integration process, which helps catch errors and ensure that documentation updates are consistent with the rest of the codebase. The codebase is then used to generate static site documentation (D), the basis for the final generated documentation (E). The generated documentation is then published (F) to a production environment, where it’s accessible to the community. Finally, the community can review the results and provide updated feedback on the published documentation (H), which starts the cycle anew. Incorporating community feedback ensures documentation remains up-to-date and accurate, reflecting the needs and concerns of the community. Building stronger relationships between community and documentation creation processes lead to engaged and thriving communities.

Lastly, send your team members an anonymous feedback survey.

Sixty-three percent of executives surveyed say that their biggest challenge to effective performance management is that their managers lack the courage and ability to have difficult feedback discussions.7

All things being equal, we’ll find a sympathetic story that explains and justifies our own behavior. We remember what we got right, and as we’ll explore in the next chapter, we ascribe generally good intentions to ourselves. Ninety-three percent of American motorists believe they are better-than-average drivers. In a 2007 BusinessWeek poll, 90 percent of the managers surveyed believed their performance in the workplace to be in the top 10 percent.4 These biases can make difference spotting tougher still since we each feel it’s the other who is biased. In fact, we’re both biased, and we each need the other in order to see the whole picture more clearly.

Ninety-three percent of American motorists believe they are better-than-average drivers. In a 2007 BusinessWeek poll, 90 percent of the managers surveyed believed their performance in the workplace to be in the top 10 percent.4

In any organization, a person tends to survey the talent in the room. The talented and hardest working employees, the persons primarily responsible for the organization’s success, are disinclined to accept criticism from persons whom perform auxiliary functions, the type of menial work replicated by numerous support personnel.

It’s not always what is said, but what is left on the plate, that tells the true story.

Evidence from a recent study of teaching by the Bill & Melinda Gates Foundation showed that students know a great teacher when they see one. The foundation’s “Measures of Effective Teaching” (MET) project studied student feedback through surveys on teacher evaluations. The study found that there is a very strong correlation between how students rate their teachers and how well those teachers do at attaining gains in student achievement. Students can tell us with pretty good accuracy whether their teachers are effective. Many who underestimate students would guess that kids would dislike teachers who might be good ones, but were strict or gave a lot of homework. As it turns out, children can effectively synthesize information about their teachers without a lot of bias, and on the whole, they can identify great teachers.

Pulse Surveys Pulse surveys are real-time surveys that are short and provide immediate feedback to managers and the organization. They are excellent tools to drive more employee engagement and create a culture of transparency. Platforms like, TINYpulse, help organizations gather this anonymous feedback by asking just one question per week to gauge employee engagement and provide actionable insights.

For instance, engagement fundraisers use exit surveys to capture vital information about why people abandon the donating process and bounce from their donation pages without making a gift. They also use survey platforms immediately after the donation process is completed online. By doing so, they do much more than just supply their supporters with a tax receipt. They give their supporters a chance to provide feedback, tell why they care about the cause, describe their interests, and answer valuable donor profile questions like whether they have already made a legacy gift (for instance).