Survey feedback improves service quality perceptions among employees of an NGO: an organizational-level positive intervention

ABSTRACTThe goal of this research study is to examine whether employees’ service quality perceptions improve after they participate in survey-feedback sessions. We tested an organizational-level positive intervention with the participation of 49 small organizations pertaining to an NGO for individuals with intellectual disabilities. Data were collected from employees (n = 430) and family members (n = 625), then informing employees about service quality perceptions. We hypothesized that, compared to family members, employees would underestimate the service quality they deliver, and that survey-feedback sessions would help to improve employees’ perceptions. We conducted a randomized controlle…