SLA Communicated To Employees
Determine and share a timeframe in which your employees can expect a response from the company: (ie 48 hours, 1-2 business days, etc).
Admin Hierarchy
Outline the process of who will be assigned to which type of reports.
Response Strategy
Determine a process for reviewing feedback internally to drive action & improvement.
If applicable, determine what additional information should be requested and why/next steps to be taken.
Key best practices:
- Acknowledging feedback
- Transparency of next steps
- Clarity around action being taken
Follow Up
If no response is received from the submitter, it is recommended to follow up before closing out the case. Every team is different, pending resources & SLAs, but we suggest implementing a follow up structure like the below:
- If no response after ~2 business days, send follow up.
- If no response after ~1 week, follow up to let them know you will be resolving the case, but that they can always respond back to reopen it.
Resolution Strategy
Determine an internal admin process for resolving reports:
- Has the information been reviewed internally?
- Will there be action taken in response to this feedback?
- Are you taking steps to address the concern/feedback?
- Where are you noting the action being taken?
Key best practices:
- Share action with reporter to close loop of their feedback
- Denote the action being taken to hold you accountable
- Take continued action as leaders based off feedback
- Ensure you have a set structure for reviewing feedback with leadership
- Share action being taken based off feedback with organization