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Quantitative feedback is an evaluation performed on the basis of measurable outcomes and metrics. It provides concrete information about employee and company performance which can be used as part of a regular assessment plan or in the development of new goals. This differs from qualitative feedback, which involves a more subjective discussion about quality and performance. Both forms can be helpful in various environments, and may be necessary in a comprehensive and detailed evaluation.
Some forms of feedback are very easy to quantify. In something like an employee review, the company could note the number of hours spent at work, the employee's productivity in terms of what is accomplished, and so forth. Other things are more challenging to measure, and may require the development of a rubric, a scale the company can use to quantify the information. This can allow quantitative feedback to include topics like how well clients like an employee, and how much the employee contributes to morale.
Things like customer comment cards can go into quantitative feedback for both employees and companies. An analyst can compile them and note positive, negative, and neutral responses. The content of the responses may comprise part of a qualitative feedback, like a note that an employee gets generally positive reviews which specifically mention the employee's friendly manner with customers. Conversely, a company might note than many of its negative reviews involve customer service, and indicate a need for improvement in that area.
Companies can use tools like surveys, comment cards, and response sheets from supervisors and employees to develop quantitative feedback. One advantage of measurable feedback is that it is possible to use the information in an objective assessment of progress. An employee might have a goal to get a certain number of positive comment cards within a set period, for instance, or a company might want to be able to measure improvement in terms of overall goods produced. The use of objective information helps companies compare conditions before and after changes, and determine how much progress is made with those changes.
It is possible to hire a consultant to assist with the quantitative feedback process. The consultant may be brought on to cover a specific issue of concern, or to help a company construct a functional feedback system it can use in the long term for comment cards, customer satisfaction surveys, and so forth. Analysts can look at the kinds of products and services offered, specific concerns a company may have, and the goal of a quantitative feedback program to develop appropriate tools and resources for the company to use.
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