The anonymous nature of POPin makes people feel safe to give their honest feedback. We encourage users to do just that, to help leaders understand pain points in their organizations and take action to build trust. Here are our best practices for how to promote positivity, and respond when users surface heavy, uncomfortable, or hard questions to answer.
Craft a positive question. The primary way to encourage constructive feedback in a POPin is to keep the verbiage of your question singular, constructive, and focused. Read more: How do I craft the perfect question?
Opt for a small-ish audience. A great way to manage potentially difficult feedback is to request granular advice from a specific team. The culture of the team will naturally translate into the POPin, ensuring productive candor.
Participate in your POPin. Respond to comments revealing your name to reassure users you hear their feedback and will consider their suggestions. Two-way feedback is what makes POPin better than a survey.
Ask the experts. POPin experts are standing by to help you craft a question, manage and moderate your POPin. Send a message to the team through the chat button on the bottom of the page, or contact your customer success advocate directly.
Address the tough stuff. When tough topics arise, bite the bullet; be direct in addressing the top-voted responses in the follow up to your POPin. Even if you don't have all the answers, just addressing the elephant -- even if you don't know how to fix it -- goes a long way to build trust with your team.
Leverage the opportunity to reshape perspective. Top leaders using POPin with groups of all sizes agree: top-voted criticisms or perceived negativity often uncovers employees' true concerns. This opens a unique opportunity to directly address fear, rumors, or misperceptions that may otherwise negatively impact productivity and retention. Though challenging, we recommend clearly and directly addressing concerns to build trust.
Don't be afraid to say no. Unfortunately time and budget have constraints. When the answer to a request must be "no", be clear in stating why. Your team will appreciate your honesty.
At the end of the day, teams want to know their leader cares about their concerns and will take action to address issues. Be the leader who listens, and your team will be unstoppable.