Transparency is important in research
Recognize that feeling that research sometimes feels like control? Step by step, all points are checked to check for abuses. Or is research something else? This need not be the case if an investigation is set up correctly and with clear communication to employees. Qualitative research regularly looks at the performance of employees in contact with a guest, customer or patient.
If it is not clear to the employees in advance that such an investigation is being conducted and what the purpose of the investigation is, employees are more likely to 'get their heels in the sand' with the first results. rather than embracing the results. No one is going to perform better if there is a sense of control. If a survey is shared with employees in advance and it is clearly explained why the survey is being conducted, it is motivating for everyone. Yes, I even go so far as to believe that employees are invited to participate in the compilation of the questionnaire or at least have seen the complete questionnaire before the research starts. This is for two main reasons. Support is created and it is clear what the expectations are. After all, there is no longer a discussion in the form of: ‘I didn't know that!’, ‘oh, should it be like this?’ or ‘we never do that!’. If a discussion has already arisen about a certain topic, this will take place in advance and not only when the first results are presented. In addition, all employees are aware that research is being conducted and in almost all cases the first behavioral change can be observed from the moment of informing. Especially in the current era of the new law on personal data, transparency is a difficult issue. Obviously, we must handle personal data that we have from others with care, but that also applies to our own employees.
If research is carried out into the functioning of employees, then the employees must be aware of this and even have given permission for this.
In summary, if you do qualitative research that highlights the performance of employees, make sure that:
· Employees are aware of the usefulness and necessity of the research;
· Employees are involved in the design of the research from day one;
· Employees geï ;be informed about the components being looked at (share the questionnaire);
· The tool is used for training purposes to improve the employee's performance and not as a control tool. So is research control?
Conducted in this way, mystery guest research is not a check, but rather a motivational tool and an ultimate training tool. In addition, success is assured, because happy employees make happy customers.
