Mirror examination

A self-assessment is commonly conducted as part of a
Customer satisfaction study & employee satisfaction survey.

Mirror survey in Customer satisfaction study

It is important for your own employees to understand the results of Customer satisfaction study. Employees don’t always have a clear picture of how their customers rate their service. By conducting the same survey among your own employees, you’ll learn how they assess customer satisfaction, needs, and preferences. This is called a mirror survey. How do your employees rate your organization’s core values? Are there similarities, or do the answers differ? What gaps exist between, on the one hand, the perceptions and expectations within your own company and, on the other hand, the actual experiences of customers? In other words, do your employees experience your service in the same way as your customers? The mirror survey gives you and your employees better insight into strengths and areas for improvement. The goal is to raise awareness of strengths and weaknesses and gain deeper insight into customer value. So-called “blind spots” are brought to light through the mirror survey.

Self-assessment in Employee satisfaction study

It Employee satisfaction study also possible to conduct a mirror survey as part of Employee satisfaction study . By administering the same survey to management as you do to your employees, you can gain insight into the extent to which management is able to assess the issues and areas for improvement identified by the employees.

Research method: mirror examination

The mirror survey is a quantitative survey. The customer/employee questionnaire is completed by the company's own employees/management, who are expressly asked to complete the questionnaire as they think their customers would answer. They are asked to estimate the value of their own services. By using the same questionnaire in the mirror survey, the results can be compared with each other.