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than you might have thought. For example, the 5-point Likert Scale is the most popular, but some believe it to be sub-optimal as respondents tend to lazily default to the median; giving them an even-numbered scale means they have to come down on one side or the other.


What type of question? What is the most effective way to ask the question? For example, should it be a straight question, or statement that can be agreed or disagreed with? Questions tend to have specific an- swers which provide good solid data but risk being irrelevant or incorrect to some, whereas statements capture a broader response, but without the detail that can provide real insight.


Tis is the process of building and testing the surveys, the communica- tions and the management process. As well as the physical upload of the questions, this stage can involve preparing translations, mapping capabilities to roles, uploading the

details of the survey participants, and drafting emails, reminders and notifi- cations so that they explain the project and process clearly and succinctly. Te key to a good response

rate, which in itself is vital to a successful programme, is clear communication, but what is clear to one person may be convoluted to another. It needs to be tested to ensure rigour, relevance and accuracy. In the testing, it is a good idea

to involve influential people within the organisation who can be used in the live stage as champions of the project to help achieve the best possible response rate.

Track While the project goes live, it should be monitored, managed and progress reported. It’s no good getting to the end of the allotted survey time to find that only 20% of respondents have completed; completion rates need to be regularly monitored and reminders sent. Tis can be automated but is much more effective if it is targeted.

Tis process should be agreed and tested in the Assemble stage.

Analyse Te outputs from the survey have two relevancies: to the individual, and to the organisation. Both should receive analysis which is clear, meaningful and actionable. For example, 180-degree and 360-degree surveys can identify blind spots. Tese are areas where the participant has rated themselves significantly higher than the others who took the survey about them. Useful for personal development, this information can also be rolled up into organisational data. For projects with a high number

of respondents, data visualisation can prove invaluable. Te ability to filter the data by criteria identified in the Define stage ensures relevant insight can be acquired and disseminated throughout the organisation to the right people. In choosing the software to employ, security is of course the primary consideration, but beyond that ease of use is vital as ideally the 

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