Now more than ever, employees have the ability to make their voices heard. Managers should make sure they’re listening, or watch dissatisfaction snowball into a very serious—not to mention public—issue.
Websites like Glassdoor, Indeed, RateMyEmployer and even LinkedIn play an active role in the job seeking process nowadays. An Indeed survey found that for 83% of jobseekers, company reviews would influence the decision to apply.
Poor employee experience might not seem like the most pressing issue on the agenda at the moment, but it can cause severe damage down the line—not just when your workforce begin a mass exodus, but when you’re trying to recruit new staff.
Discover StaffConnect’s top tips for dealing with negative company reviews from employees here.
1 – Respond
They’re not going to go away on their own. Ignoring negative employee reviews only makes it look as though you have something to hide and affirms any accusations of neglect or carelessness from senior management. Instead, companies should learn to tackle the issue head-on.
But be careful—an unprofessional or poorly formulated response can be as damaging as no response at all. The effectiveness lies in how you answer the points made. Always follow the two golden rules:
- Provide evidence
- Invite further engagement
The strongest defense against negative reviews is evidence of it being addressed internally. Have you had meetings with your senior team? Are you considering new systems or processes? Is a reshuffle currently underway within the department? If not, these are things you might want to consider.
Inviting the complainant—who may be anonymous and may be a current employee—to engage with you is as much for the benefit of other site users as it is for the individual in question. It is a display of your willingness to accept constructive criticism and solidifies you as a company that is committed to improving its employee experience.
“Thank you for your feedback about the company. We’re continually improving our internal processes to make things easier and more efficient for our employees. At the moment, for example, we are considering implementing a new communications platform to minimise the strain you discussed in this review. We’d love to talk to you more about this to ensure any steps we take are as effective as possible in resolving your concerns. Feel free to drop me a message at [EMAIL ADDRESS]!”
2 – Address
Any feedback available is a clue to your employee engagement levels, which have serious consequences for your bottom line. It’s therefore imperative that you share it with your senior team and, if necessary, your employees. Most importantly: do something about it.
Responding is all very well and good, but if you don’t resolve the issue—or at least make an attempt to—more of the same is just going to keep piling up. There are only so many ways you can write the same response to the same feedback before people start noticing that nothing is being done behind the scenes.
Clearly, this isn’t necessary for every negative comment made. But if the same issue keeps cropping up in several reviews, it’s time to make use of your internal processes and find out whether this is a systemic problem within your company.
You can, for example, conduct an employee engagement survey to find out whether your workforce generally agrees with the reviewer or solicit feedback from your workforce on the specific department/area of business raised in the review.
3 – Contain
If your staff members are going to say negative things about your company, wouldn’t you rather they weren’t plastered on public forums for all the world to see?
Employees—former or current—typically resort to these review sites for one of two reasons:
- There is no direct channel for communicating their frustration internally; or
- They actively want to express their hostility and embarrass the company.
A properly-designed staff intranet can address both of these issues by creating a dedicated space for your teams to discuss their frustrations, boosting genuine engagement and providing a direct pathway for concerns to be resolved—all without it being public information and damaging your employer brand.
Of course, traditional staff intranets have become outdated and many employees don’t even bother using them. This is particularly true if you work sectors where the majority of your workforce is deskless. Opting for a mobile intranet like StaffConnect ensures the platform is actually accessible to those that need it, minimising the chance of employee disengagement and maximising the chance of complaints being resolved internally. maximises the chance of complaints being resolved internally.
StaffConnect is a mobile intranet and employee engagement platform designed to engage the deskless and in-office workforce simultaneously, boost staff retention and improve your employer brand. Our solution is used by leading organisations in sectors at high-risk of employee disengagement, such as healthcare, manufacturing, retail and hospitality.
Discover some of our case studies to find out more about the transformative power of StaffConnect.