What HR Can Learn From Uber - HighGround


What HR Can Learn From Uber

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Last week I received excellent service from an Uber driver. When prompted to enter feedback on the app at the end of my ride, I rated my driver five out of five stars and added a comment about the exceptional service. I felt my opinion mattered, his assistance was admirable and it should not go unmentioned.

In fact, you’re actually prevented from using the app again until you rate your previous driver. If you’ve given a driver below five stars, you immediately receive follow-up questions to clarify why the service wasn’t rated higher. By requiring feedback after each ride, Uber is able to collect substantial amounts of data and reviews directly linked to each driver, and can modify service. Rider feedback is clearly important to Uber.

As Millennials, we’re used to giving feedback often. We appreciate sharing our opinions – and admittedly sometimes it’s too much. (I’m guilty of posting “What Game of Thrones Character Are You?” quiz results on my timeline.) This need-to-share behavior can be a positive push when it comes to HR’s approach to employee surveying. In the same way that Uber asks riders to rate drivers immediately, HR and managers can survey employees immediately after project completion or leadership changes. Not only will HR be armed with insights that can help them make these changes, employees will be assured that their opinions matter.

Ask Questions for Actionable Answers

Some say that insanity is doing the same thing over and over again and expecting different results. It seems like employees view annual surveys as an insane undertaking. They’ve participated in surveys but no action is ever taken, so what’s the point? But conducting surveys isn’t insane.

If employees – not just Millennials – know their opinions actually matter, they are more likely to share thoughtful feedback, especially if it’s submitted anonymously. When conducted regularly, surveying can gather constructive criticism that otherwise might not have been shared.

Take Action

Following up on survey results is the most important part of the process. Even if you’re not able to make change, it’s vital for leadership to acknowledge that they’ve heard the voices of their employees. Employees will be more confident their opinions are valued, more engaged in their work and ultimately, more committed to the organization itself.

Today companies can capture employee mood and sentiment with tools like HighGround. Whether your organization has 10 people or 10,000, conducting regular surveys is imperative. (And it’s now easier than ever through pulse surveys and polling capabilities in employee engagement platforms.)

Addressing problems in-the-moment and placing your employees’ needs first can earn your employee engagement strategy a five-star rating.

**This is the third post in Claire O’Sullivan’s series about Millennials in the workplace. You can read the first two posts here and here.**

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