Zoomerang Success Stories
Johnson & Johnson
Johnson & Johnson Zooms through Poland
In Warsaw, the Human Resources group at Johnson & Johnson is discovering how Zoomerang Pro can offer fast results to questions in their local language.
Leszek Huzior, the Human Resources Manager at Johnson & Johnson, in Warsaw, Poland started using Zoomerang Pro in the summer of 2003. I first heard about it at a Johnson & Johnson education and development training course, he said and he had been interested in trying it ever since. The summer presented his group with the perfect opportunity to test the customer survey tool as he had an intern available and committed for the project.
Step one was a test
The first survey the HR group conducted was a trial to a small group of employees, inquiring about their vacation plans. Zoomerang allows for the actual questions and responses to be in the local language, in this case Polish. Huzior was delighted with the eighty-five percent response rate. Once Huzior saw how Zoomerang worked, the speed with which the responses were returned and the ease of data analysis, he started to develop his first full-scale survey for the company.
From testing to roll-out
The first survey was on competencies, he says. It consisted of three separate questionnaires for three groups of employees, inquiring about skill sets required at different hiring levels. Each of the surveys was made up of 40 questions, and asked the recipients to rank skills from minimum to maximum importance. The response rate was just over 50 percent.
The past had poor results
Before Johnson & Johnson used Zoomerang, they relied on surveys created in their email application. It didnt work well, Huzior says, and the response rate to the email-style survey was about 30 - 35% or less, substantially lower than the response rate received with Zoomerang. Another challenge was staff availability. Before, I had to find someone to process the information, he says. Now with Zoomerang, I just look at the results directly. Its so easy.
The future will be Zooming
Huzior plans to use Zoomerang to survey three distinct audiences: (i) internal customers, (ii) external customers and (iii) staff. The internal customer surveys will query and analyze the performance of the Human Resource department across issues such as processing information and responsiveness. The survey will not ask for the respondents name or personal information, so they can answer anonymously, he says. The results will then be used as a benchmark for performance ratings.
The external customer survey will go to an audience that includes doctors, to understand how Johnson & Johnson is performing in the marketplace.
The third level of surveys will go to the staff in Poland, asking for their feedback on issues such as various insurance policies that are offered. This information will be used in evaluating and selecting benefits packages in the future.
Telling colleagues about Zoomerang
Not only does Huzior use Zoomerang, he's recommended it to others outside the organization. I talk to people who are planning to do it the old way, he says, referring to the pen-and-paper style of questionnaires. When he tells them about the simplicity of using Zoomerang and the ease with which he retrieves results, they want to know all about it, he says.
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