If you’re running a strategic 360 Degree Feedback project, you’ll want to use the most effective and efficient software to do it. In another blog I’ve talked about how to find the best 360 Feedback Software and also sourcing 360 Feedback software you can customise. In this short blog, I cover the question you might be asking: what are the support options for 360 feedback software
Your 360 software platform
So you’ve found a software tool or platform that you can customise exactly to your leadership competencies, or your values framework. You can word the 360 questions to reflect the language you use in your organisation and the roles and responsibilities of your respondees and respondents. You’ve chosen a software-as-a-service option which means you can ‘rent’ the online software tool whenever you need it. By using software-as-a-service you have:
1. Quick customisation of the questionnaire, emails and reports
2. No costs of ownership or large investment
3. No need for your IT department to maintain or service the software – this is all done by the provider
4. No need to download any software to employees’ desktops, laptops or other devices. Everything is accessed securely online, and via the internet
So far, so good.
What are the support options for 360 feedback software
Different 360 feedback software platforms offer different levels of support. Here are the options on offer – make sure you know how much help your platform provider will provide:
First or second-line support
First line support is where the provider will respond to respondents’ queries directly to respondents. Second line support is where you, the customer, picks up support queries from respondents, and then, if they are unable to reply, the provider helps you to find out what is needed, and to respond.
Track 360 offers first line support for our Fully managed clients, and second-line support for clients running 360 administration on the Track 360 dashboard.
Ticketed or direct email support
Many providers will generate a numbered ‘ticket’ when a user has a support query. The ticket will be picked up by someone at the provider in order of receipt. If the provider has enough support people available, this can be a good option. However because it’s impersonal, it could mean a frustrating wait for support.
Other providers offer support by email (whether first or second line support). This can be a more positive experience for respondents and administrators, particularly if there is a dedicated support person replying to the query. We all feel more comfortable talking to a named person than an impersonal, ticket generated message.
Yet other 360 feedback providers offer a chat option for support. Where the response is handled by a real person, this can be helpful. Chat bots can be less helpful if the query is a more complicated one.
Track 360 offers direct support to users (1st and 2nd line) by email. Responses are picked up by one of our dedicated support team who will reply personally and specifically about your query. Our support team will ensure your query is dealt with and closed. If a support issue is more detailed, our support team are available to resolve by phone.
Immediate or delayed response
Each provider should clearly commit to a clear response time for support queries. This can range from a response within 2 to 48 hours, depending on the way the provider offers support, their location etc. With 360 feedback in particular, it’s important that user support queries are responded to as quickly as possible. Often the respondent is waiting to complete a self-review or a 360 feedback form. If they do not complete this at the time while waiting for support, they may go off to do something else and not complete the feedback.
Delays in support replies can also frustrate users and make the 360 experience a negative one.
Track 360 offers support with 2 hours at the latest for support queries from respondents. We commit to a similar time frame for administrator queries, although in practice we tend to respond sooner than this where possible.
Fully managed options
If your 360 feedback software provider offers a fully managed service, then they should provide first line support to all users directly. They should also provide you, the client organisation, with a dashboard to view progress and completion rates.
Get to know your provider’s support team
Having a support team you can call on can be one of the most important elements of your 360 feedback process. If you know user queries will be answered promptly and professionally, you can breath a sigh of relief and know that the user experience will be a positive one.
We’d recommend asking your provider for details of what support they offer. In addition, find out where their support team is located, when they are available, and how quickly they can respond.
