Team Practices Group/Light engagement survey/Metrics and suitability
The Team Practices Group (TPG) was dissolved in 2017.
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For FY 2016-17 Q2 (Oct to Dec 2016), TPG worked to establish baseline metrics for Light Engagements, including:
- Determine what questions are giving us the most meaningful information
- Could be: net promoter score, ratings of "outcome being better with TPG's involvement", or something around open-ended feedback
- Use that feedback and associated metrics to drive our own learning and improvements
What we've done
[edit]- Build a list of conceivable uses of the data
- Consolidate that into four basic categories:
- Improve individual performance
- Inform TPG planning
- Determine TPG's value delivered
- Provide "cross-pollination" advice to non-TPGers
- Survey ourselves to see if we have actually used the data (mostly yes; in some cases, we have active plans to use the data pending a suitable opportunity)
- Review all LE Survey questions to see if all of the questions contribute to the categories (they do) and if any of them is noticeably less useful than the others (none are).
- Completed some polishing work on the survey and on related documentation and instructions.
How this answers the original conception of the goal
[edit]Determine what questions are giving us the most meaningful information
[edit]All of the questions are giving meaningful and usable information.
Establish a baseline metric.
[edit]We can calculate NPS from Question 6 in the template (Likert-scale "would you recommend?"). This appears adequate for any internal or anticipated external needs for quantitative metrics.
Use that feedback and associated metrics to drive our own learning and improvements
[edit]Survey shows this is happening individually; we have an informal SOP for reporting on LE metrics internally, but no required SOP or reminders to make this happen consistently or frequently.
Next Steps
[edit]- As we change from Embed/LE model to more nuanced model, clarify which survey (CSAT or LE) is appropriate when.
- Follow up during Q3 (Jan to Mar 2017) to ensure that we are continuing to get use out of LE surveys.
No changes to the survey or survey processes are recommended from this review.