Choosing the right employee engagement survey provider can help your organization turn feedback into meaningful change.

The right partner should help gather reliable data, identify workforce trends quickly and easily, and uncover opportunities to improve engagement, retention, and the overall employee experience.

But with so many employee engagement survey tools and vendors available, how do you know which one is right for your organization? Not all employee engagement survey providers offer the same capabilities or level of support. Beyond comparing features, it’s important to consider each provider’s expertise, reporting capabilities, available benchmarks, approach to data security, and ability to help you act on the results you receive.

Below we’ll hear from Adam Pressman, a Partner at Marsh People & Investments and an expert in all things Employee Research and Engagement. Here’s what he says to look for when evaluating employee engagement survey providers:

6 factors to consider when choosing an employee engagement survey provider

1. Survey design and customization

Begin by examining the way the provider designs its surveys, and look for a mix of questions that are based on research and customization features that enable you to investigate the priorities of your organization. A validated instrument for measuring engagement outcomes is critical, but you might wish to measure employees' satisfaction regarding compensation and benefits, pinpoint skill gaps, or find out how leadership practices influence engagement.

The appropriate provider should assist you in choosing questions that are relevant to your objectives while at the same time avoiding excessively long surveys which can lead to survey fatigue and lower employee participation. Survey items chosen should also have reliable and robust benchmarks in order to better direct your prioritization and action efforts. You should also consider whether the provider is able to adjust its method to meet the needs of different sections of the workforce or of the company, and allow for survey logic or branching for different question responses or employee audiences.

2. Data analysis and reporting capabilities

Collecting employee feedback is only the beginning. You also need a way to turn survey responses into insights that inform business decisions.

Evaluate each provider’s reporting and analytics capabilities. Look for user-friendly dashboards, trend evaluation tracking processes, and the ability to segment results by relevant factors such as department, location, or role. External benchmarks can also help you compare your organization with industry peers, while historical data can show whether engagement is improving or declining over time.

The best employee engagement survey tools can make complex data easier to understand so it’s not overwhelming. With this foundation, HR leaders and managers should be able to confidently observe patterns, prioritize concerns, and communicate their findings with the rest of the team. It is also helpful to have a provider that is able to provide more advanced analytics such as turnover risk assessment or linkage of results to business outcomes.

3. Action planning and follow-through

Survey results are pointless if they don’t lead to real change within the organization. When choosing a provider, find someone who goes beyond simply conducting the surveys. Some provide additional benefits like consulting, educational resources, or guidance for communicating results and handling employee concerns. Many providers also have action-planning tools built into their reporting technology that can help leaders find best practice suggestions, build action plans, and track progress.

Consider what level of support your organization is likely to need as you implement the findings you receive. A provider that helps your team create actionable recommendations is a value-added tool for showing that employee feedback is recognized and taken seriously.

4. Integration and ease of use

An employee engagement survey platform should fit into your existing workflows rather than create unnecessary administrative work. Ask prospective providers about integrations with your HR information system and other workforce management tools. Many organizations also require hands-on help to organization their reporting structure within a survey platform in order to generate the right reports for the right audiences. Without the right partner to help, organizations may be burdened with a large investment in internal time and resource consumption. Also consider the experience of everyone who uses the platform, ensuring employees can easily complete surveys on a variety of devices and that HR teams and managers have easy access to relevant reports and data.

It would also be worth thinking about scalability. Should your organization be growing, reorganizing, or expanding into new locations? The provider you select must be able to meet the changing demands of your workforce without requiring a complete overhaul of your listening strategy.

5. Confidentiality, anonymity, and data security

Employees are more inclined to give honest feedback when they believe their responses will be handled properly; for this reason, confidentiality and data security should play a central role in your evaluation.

Ask how each provider protects employee information, who can access survey results, and whether responses are anonymous or confidential. You should also review the provider’s data storage and retention policies, privacy practices, and relevant security controls. The optimal partnership aligns the provider’s approach to privacy with your organization’s policies.

6. Expertise, support, and total cost

Look for an employee engagement survey provider with experience in employee listening, research, and workforce strategy. The right partner should understand how to interpret survey findings in the context of your business and help you determine what to do next. Consider the support available throughout the process, from initial survey design and implementation to results interpretation and action planning. Ask whether you’ll have access to dedicated support or consulting services.

Finally, compare the total cost of each option and make sure you are comparing apples to apples. Some providers will build in a very “light” support package which will look cost favorable, but will end up increasing the organization’s investment in time and internal resources. Ask for an estimate of the hours involved in each activity as well as the experience level of the resources that will be supporting the project in order to be able to accurately compre across providers. Look beyond the initial price to understand what’s included. You want someone who offers the right combination of capabilities, expertise, and support for your budget and goals.

Questions to ask employee engagement survey vendors

Once you’ve identified your priorities, you’ll need to compare employee engagement survey vendors and select the one that best fits your needs.

Here are some questions to ask:

• What experience and success stories do you have? Can you share some case studies of how you’ve helped organizations measure and improve employee engagement?
• How customizable are your surveys and your client partnership approach? Can we tailor questions to our workforce, business goals, and specific issues of concern?
• What reporting and benchmarking capabilities do you offer? Can we track trends over time and compare results with relevant industry benchmarks?
• How do you protect employee confidentiality? What safeguards are in place to safeguard anonymity and secure sensitive data?
• What support do you provide during and after the survey? Can you help us interpret findings, develop action plans, and measure progress?
• How does your platform integrate with our present systems? What implementation requirements should we anticipate?
• What does your pricing include and what level of time and support investment are assumed? Are there additional fees for advanced analysis, consulting, or ongoing support?

When possible, request a product demonstration, review sample reports, and ask for relevant client references before making your final decision. Technology is an important decision criterion, but it should not be the only one! Many organizations buy these programs based on the technology from the provider but subsequently leave their provider because of a lack of ongoing support and services. These steps can help you assess each provider’s capabilities beyond its sales pitch.

Choose an employee engagement survey provider that delivers results

The right provider helps you understand your workforce, uncover opportunities for improvement, and turn employee insights into action. By evaluating a provider’s expertise, technology, reporting capabilities, and ongoing support, you can find a partner that fits your needs.

Ready to take the next step? Contact us at surveys@mercer.com or 1-855-286-5302.

About Author

Adam Pressman, Solution Leader, Employee Research and Engagement, US and Canada

Adam Pressman is a Partner and leader of the US and Canada Business Employee Research and Engagement business for Marsh People & Investments within its Workforce & Rewards business. He is responsible for the client impact, growth and profitability of the business segment.