Project PGP
Project PGP
Document updated on 2022/05/02
Feedback is part of our culture: we trust in honest feedback and candid conversations that help everyone to be their best version.
After finishing each project we all want to know the final results: if we did comply with the timeline, if we did or not the tasks within budget and if the client was happy with the job delivered. And it's also good to know how we performed as individuals within the team. This feedback is important because it's an instance to recognize outstanding job made by one of our teammates or might help to improve things that maybe did not go as expected.
In May 2022 we implemented Project PGPs. This was an adjustment over the previous feedback methodology. We used to qualify the performance of the Corbister in the project using a 5 stars scale. Now in order to be coherent with other internal surveys to be implemented at Corbis, for Project PGP we apply a CES (Customer Effort Score) approach.
CES is a methodology used mainly in B2B and transactional processes. You can read about the methodology clicking here.
CES establishes that customers should respond to an affirmation related with the effort they had to do to resolve certain concern. In our case, we adapt the methodology and we ask to qualify a statement about the teammate that we are referring to. The statement can be validated using a 7 points scale:
We look for scores that are 5 (Somewhat Agree) or better. For calculation of the final score for a Corbister on a project, we add up the scores and we divide by the number of answers obtained. For example: a Corbister got 3 scores of 6 (Agree) and 2 scores of 7 (Strongly Agree). Therefore, the Score for that Corbister will be: 32/5 = 6.4
You are expected not only to qualify the statement: don’t forget to contact your teammate and have a conversation to reinforce the feedback! Be respectful, choose your words carefully so that you convey the message you intend. Look for facts to sustain your thoughts and use examples for your teammate to understand what you mean.
Below you can find an example of how thew survey looks like:
We hope this information is helpful. If you have questions or suggestions, please contact P&P at support@frankcollaboration.com