A new year means new years resolutions and new business goals. Why not double down and set yourself up with some healthy habits when it comes to setting your business goals as well?

When setting your feedback goals and implementing feedback projects for 2019 there’s a few super important things you need to be taking into account, if you want to make it a success. That goes for boosting customer loyalty, increasing employee engagement, or improving candidate experience.

Regardless of your target audience, here are the 3 best practices for working with feedback in 2019.

1. Set realistic goals

If you’re working with feedback then now’s the time you’ll be defining your goals for 2019. It’s tempting to keep it overly simple and just say you’ll boost your NPS 10 points and assume your loyalty increases. By being this arbitrary with your goals you’re likely to miss the mark. You’re more likely to make significant progress with realistic goals.

Who and when are you comparing yourself to? Be smart in your goal-setting. If you have competitors in your industry you’re looking to benchmark against then be sure they’re actually comparable. If that’s not possible then use your own internal benchmarks: high performers in your team can provide you the ideal benchmark to progress with. You’ve also likely got months where you performed better than others last year. Set a target that is too generic and that doesn’t make use of something realistic in your own data and you’ll run the risk of holding on to a bad target all year.

2. Automating feedback

One of the biggest traps you can fall into with feedback is spending time and energy sending out surveys. If it’s not a one-off- and you’re set on getting continuous insights, then it’s time to automate. It’s 2019 so words like ‘automation’ and ‘integration’ shouldn’t be hair-raisers anymore. Everyone should be able to set up a basic automation, and here at Starred we believe strongly in the value of automated feedback: let the automation gather feedback in the background so you can focus on analyzing it. We’re releasing an entirely self-service feature within Starred soon, called Starred Connect, which will allow you to do exactly this.

3. Build yourself good habits following up feedback

This one’s closely linked with the two best practices above. With good goals in place, and hands freed to do something with your feedback data, you need to be looking into your qualitative data. These include respondent’s comments in response to your questions. In Starred they’re grouped by Detractors, Passives and Promoters, as well as per question topic you’ve set up. Diving in here regularly will show you emergent trends. Your biggest improvements might be hiding in plain sight. You can have individual teams and their members looking at their own results, and base your monthly and quarterly improvements on these trends. Feedback is the perfect point of departure when you’ve turned opinions into data.

All the best with your feedback goal-setting in 2019! If you’re in need of some inspiration reach out to us here at Starred and we’ll happily help out.


Kicking off your year like an overachiever? Check out our guide on how to get the highest response rates for feedback.