Part 3 of 3
Feedback survey types
Part 3 of the Org360 feedback guide explains the main kinds of feedback survey: 360 feedback, the leadership 360, employee engagement surveys with eNPS, and client satisfaction (NPS) surveys. Part 1 sets out the principles of honest feedback, and part 2 covers how to run any survey well. Part 3 shows how those principles apply to each survey type.
In short
- 360-degree feedback gives one person confidential ratings and comments from the people they work with. It's mainly a development tool.
- 360 feedback works when people own it and act on it. It goes wrong when it's long, tied to pay, or read by too many people.
- A leadership 360 measures how a leader is experienced day to day. Direct reports are the most important rater group.
- An employee engagement survey describes the organization. eNPS gives it one headline number, from minus 100 to plus 100.
- A client satisfaction (NPS) survey asks clients how likely they are to recommend you, and works best kept open all the time.
Which feedback survey do you need?
Org360 sorts feedback surveys by what they describe: a person, the organization, or the service you give clients.
- To understand how one person works with others: a 360 (article 10). For managers and leaders, a leadership 360 (article 12).
- To understand how people feel about working in your organization: an employee engagement survey with eNPS (article 13).
- To understand how clients experience your work: a client satisfaction (NPS) survey (article 14).
Article 11 sets out the pros and cons of 360 feedback, and when not to use it.
The articles in part 3
- 10What is 360-degree feedback?The definition, who rates whom, what a 360 measures and where it came from.
- 11360 feedback: pros, cons and when not to use itThe real benefits, the common failures, and the design choice Org360 made for each.
- 12What is a leadership 360, and how do you run one?What it measures, when to use it and who should rate.
- 13What is an employee engagement survey, and what is eNPS?What engagement means, how to calculate eNPS and what counts as a good score.
- 14What is a client satisfaction (NPS) survey?How Net Promoter Score works and how to run it continuously.
Key terms in part 3
- 360-degree feedback: a confidential survey in which a person receives ratings and comments on how they work from the people around them, alongside their own self-rating.
- Upward feedback: feedback from direct reports to their manager.
- Well-designed 360: in Org360's terms, a 360 that is short, owned by the person receiving it, confidential for respondents, and followed by action on a few priorities.
- Leadership 360: a 360 focused on how a person leads, as experienced by their team, peers and manager.
- Competency: a group of related behaviors a survey measures, such as active listening or prioritization.
- Employee engagement: in Kahn's terms, "the harnessing of organization members' selves to their work roles."
See all definitions in the glossary and the research behind part 3.