Mirror examination

A mirror survey is commonly conducted as part of a
customer satisfaction survey and employee satisfaction survey.

Mirror research in customer satisfaction surveys

It is important that your own employees gain insight into the results of customer satisfaction surveys. Employees do not always have a clear picture of how their customers rate their services. By conducting the same survey among your own employees, you can find out how your employees assess customer satisfaction, needs, and wishes. This is called a mirror survey. How do your own employees rate your organization's core values? Are there similarities or differences in the answers? What gaps exist between the perceptions and expectations of your own company on the one hand and the actual experiences of your customers on the other? In other words, do your employees experience your services in the same way as your customers? The mirror survey gives you and your employees a better insight into strengths and areas for improvement. The aim is to raise awareness of strengths and weaknesses and gain more insight into customer value. So-called 'blind spots' are brought to the table through the mirror survey.

Mirror research in employee satisfaction surveys

It is also possible to conduct a mirror survey in employee satisfaction surveys. By conducting the same survey among management as among your employees, you gain insight into the extent to which management can assess the bottlenecks and areas for improvement mentioned by 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.