Struggling to Create Effective Feedback Forms for Employees and Customers – Any Advice?

My company asked me to develop some questionnaires. One is for employee feedback about the company. What we need is the feedback of the employees about the company's products, services, and technologies, not about HR practices and policies. I searched through Google to find some samples but could only find employee feedback samples about the company's HR practices.

Similarly, I need a customer feedback form about the company.

The outcome of the survey should provide answers to the following questions, for both employee feedback and customer feedback:
- What should the company stop doing?
- What should the company start doing?
- What should the company continue doing?

I am not able to start with this. If anybody can help me in this regard, it would be a great pleasure.

Thanks and Regards,
Shaan.

Understanding Feedback and Strategic Analysis

You have asked about the feedback from employees regarding the company's product. But what exactly is the product? Secondly, are the employees also users of the product? If not, how does their feedback matter?

As far as customer feedback is concerned, it again depends on the end-user. Are you directly selling to the end-user or through a wholesaler, retailer, distributor, stockist, etc.? Secondly, how is your company surviving without taking feedback from the customer?

Lastly, regarding the three questions you have asked, these pertain to "Business Strategy." Why would customers tell you what your company should do and what you should not do? You have been using laptops, computers, mobile phones, etc., at home, and you have been using TV sets, refrigerators, dining tables, etc. Has any company approached you at any time to ask what they should be doing and what they should not be doing? To get answers to these questions, you need to study the market environment, industrial environment, your business rivals, etc.

I think what you need to do is a "Strategic Analysis of the Enterprise." In this analysis, you use a structured questionnaire. Through this structured questionnaire, the company identifies the risks associated with your industry in general and your company in particular. The outcome of this risk assessment will provide answers on what your company should be doing and what it should not be doing. I provide training and consulting on this subject. Click on the hyperlink to know more about my services.

My last observation is that people spend years in their respective industries but are unable to identify risks or develop proper business strategies. The downfall of Kodak, Nokia, etc., is a case in point.

Thanks,

Dinesh Divekar
[Phone Number Removed For Privacy Reasons]

Thank you for your feedback. Our core business is sanitary hardware, and it is a small company with 100-150 employees. The company is planning a large expansion in the near future. I recently joined as the HR manager, so I am not fully aware of the customers and all the products. Even though employees are not users of the products, I believe they may have valuable suggestions regarding the business and necessary product changes.

Handling Customer-Related Tasks as an HR Manager

I have an important question: as the HR manager of the company, how should I handle these situations? Am I expected to deal with customer-related tasks?

Regards, Shahar