Welcome to the home of click-360 – probably the most technologically advanced 360 degree feedback tool on the planet. Discover how 360 feedback could be the single most effective key to unlocking the development potential of your people.

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Welcome to the home of click-360 – probably the most technologically advanced 360 degree feedback tool on the planet!

Discover how 360 feedback could be the single most effective key to unlocking the development potential of your people.

  • Bespoke 360 platforms
  • Simultaneous rating
  • Digital report integrated with online workbook, action planner and development suggestions
  • Managed or Enterprise versions
  • Add-on services include questionnaire design, briefings and feedback coaching if required

FREE Research Paper

The Use and Experience of 360-Degree Feedback in Large UK Organisations

About 360-degree feedback

About 360-degree feedback
What is 360 feedback?

What is 360 feedback?

Most of you will know that 360 feedback (sometimes called ‘360 degree feedback’, ‘multi-rater feedback’ or ‘360 appraisal’) provides information on an individual from a number of people that work all around the individual. Its origins seem to be during the Second World War in Germany (perhaps the less said about that, the better!). 360 supporters claim that collecting data in this way gives managers and individuals better information about skills and performance, and working relationships. Normally, eight to 10 people fill in questionnaires describing the individual's performance. Usually, the individual fills in a questionnaire for themselves too, assessing their own performance. Ideally the whole process should be anonymous and the feedback presented to the recipient by either a line manager expert in coaching skills or by a skilled coach.

The questionnaire usually consists of a number of behavioural statements rated on a scale, for example from one to five, and often includes the opportunity to add free text comments. The report should summarise (anonymously) the answers given. It often shows the actual ratings given for each question, as well as averages for each question and for each competency, and any written comments (a ‘competency’ is an area of performance measured by a group of questions). Different people use different terminology for those giving and receiving feedback. Examples are ‘rater’, ‘ratee’, ‘appraiser’, and ‘appraisee’. For us, the term ‘participant’ is used for someone receiving feedback, and ‘rater’ for someone giving feedback.

As the term ‘360 feedback’ suggests, the recipient receives feedback from those all around them in the organisation: from above (their manager, or managers), from below (their direct reports) and from alongside them (their peers or colleagues). And, in today's flexible and changing matrix-led organisations, 360 feedback questionnaires are often filled in by a diversity of people, including suppliers, people in partner organisations and customers outside the business.

Managing Performance

Why use 360?

The most recent CIPD Performance Management Survey found that 360 feedback has rapidly grown in popularity as an input to performance management. Our own research (click the hyperlink to download or visit the ‘Free stuff’ page) shows that 360 is being used in 89% of large UK organisations (>5000 employees). This is often because in more complex organisations traditional appraisal is failing to deliver what managers want. Based on the premise that ‘how I see myself is all very well, but how others see me will determine the results I get at work’, 360 feedback is useful because it provides:

  • New pertinent information about competencies and behaviours, and how others see individuals.
  • Valuable input into many of HR's initiatives, for example coaching, training, leadership development, appraisal, etc.

Because organisations have become less hierarchical, managers often have multiple lines of reporting and there is much more matrix-led and team-based working, so feedback from just one manager is no longer sufficient. There are often closer working relationships with other stakeholders, for example clients, customers, and suppliers, who can add a different and valuable perspective.

Does 360 feedback work?

Does 360 feedback work?

Research on 360 feedback shows a consistent improvement in skills and performance (see Goodge and Burr for a review of the academic research). However, research by the CIPD in 1997 could not adequately prove that performance management had an effect on business performance, although the research was not solely concentrated on the use of 360, and concluded that this was probably because there was not enough evaluation taking place.

If 360 feedback is to make a difference, it is important to ensure that:

  • The questions asked are short, clear and relevant to the person’s job. Atwater et al found clear, relevant questions to be absolutely critical.
  • The raters are credible to the participant (in more mature organisations, a balanced network of raters are selected by the participants). London and Smither showed that larger samples of raters are often more credible, and have more impact. However, enlarging the sample by adding raters who are not credible to the participant, or do not know them well enough to have an opinion, confuses the feedback and dilutes its impact.
  • Everybody gets some critical feedback. Research suggests that mild praise raises self-esteem, but produces no change, except to encourage existing behaviour.

Done well, 360 feedback challenges the participants' perceptions of their skills and performance, and provides the motivation to change. It can challenge perceptions in three ways:

  • The feedback on an aspect of behaviour is the opposite of what the participant expects.
  • An aspect of behaviour is shown to be more (or less) important as an explanation of their performance than the participant thought.
  • The results highlight relationships between aspects of behaviour.

It is often critical feedback that provides the greatest motivation to change, as long as the raters are credible and their views are of value to the participant. And good feedback gives people the information they need to change: it tells them in just which competencies their strengths or weaknesses lie.

This page is adapted from introductory guidance offered by the Chartered Institute of Personnel & Development. It was revised in November 2015.

To learn more about how you can maximise the success of a 360 degree feedback implementation, scroll down to see our recommended 5-step process.

Our recommended 5-Step Process

Data drawn from our original research, plus our experience in implementing 360 projects since 2002, has led us to conclude that there are five key steps to ensuring a successful 360 feedback implementation.

However, over the last two years, we have become aware of an elephant in the room: the state of an organisation’s readiness to enter into a process like 360. No surprise really, given our sister company’s* roots in Organisational Development.

All too often, implementations are impacted adversely by a lack of C-suite and C-1 manager engagement in the process, many of them believing that this is something for ‘those below’. Before embarking on any of the 5 key steps, organisations should ask themselves how their senior and middle managers rate against the ‘4Cs’ organisational readiness test:

Capability – how competent are we to run a 360?

Commitment – how motivated are we to fully engage with a 360?

Capacity – do we have the physical and psychological space to engage with a 360 at this time?

Culture – how can we be sure people will speak their truth, but in a constructive and hearable way, thereby contributing meaningful data?

Take a look at the video alongside to understand more of what we mean.

*The Learning Curve (TLC) Ltd www.whereshifthappens.co.uk



Check out the accompanying video to get an overview of our 5 Key Steps to a successful 360 degree feedback implementation, which are explained one by one in greater depth below. The key themes are:

Step 1: Questionnaire – it should be tailored to your organisation and be concise, unambiguous, reliable and valid.

Step 2: Briefing – should give participants everything they need to know about what’s coming and leave them feeling reassured and motivated. Participants should be coached to verbally invite each of their raters.

Step 3: Rating – should be online, easy to access on mobile devices, easy to navigate.

Step 4: Reports – should be comprehensive, easy to interpret, play well on mobile devices and integrated with a workbook.

Step 5: Feedback – if participants are not getting a professional coach, then the report itself needs to act like a virtual coach. Consider a 2-phased approach, as explained below.

We encourage you to explore each of the steps in greater depth by reading on…

Step 1: Questionnaire

Step 1: Questionnaire

Over the years, we’ve been frequently asked to help with turning our clients’ ‘competency frameworks’ into suitable 360 questionnaires. The good news is that those frameworks have usually been painstakingly built through consultation, which means that the organisation is likely to be more connected to them than if we brought in our own standard ‘off-the-shelf’ questionnaire. The challenge for us is that the statements that populate the framework are not always easy to turn into good questions for a 360.

We often find that – in an effort to reduce the number of statements overall – there is more than one thing being asked in the statement, sometimes as many as three or four things. This obviously makes it very difficult for the recipient to answer. Another problem is using too many words (or too many big words) to say something that could be said much simpler. We often see virtually the same statement popping up under different competency headings, which is not good practice.

The secret to good questionnaire design is to follow the KISS principle: keep it short and sweet. Consider if you will the ‘rule of 7’:

  • 7 headings MAX
  • 7 statements per heading MAX
  • 7 words per statement
  • 7 letters per word

Obviously these last two might be difficult to achieve in reality, but you get the point. We’ve seen perfectly good questionnaires with just 13 questions in total! Now that’s real focus! The problem with questionnaires (or frameworks) that have been designed through consultation and by committee is that everyone wants their view represented, which is why they can end up being cumbersome.

When you think you’ve got there, give it to someone completely independent and ask them to proof read it. Check that it’s fit for purpose (that it measures what you set out to) and if possible, ask at least two role models to complete the questionnaire (in a full blown 360) to validate that they score highly.

Just one final thought: the head of our talent assessment practice, Dr Amanda Potter, has conducted recent research which suggests that the world of competencies is dying, and that organisations should be basing their frameworks on strengths, values and individual capabilities. Keep your eye out for our upcoming blog on this subject.

Step 2: Briefing

Step 2: Briefing

Back in the day, most of our 360 implementations were supported by a group awareness briefing. In other words, we got all the participants – the people receiving the 360 – into a large room and then facilitated a workshop with them for about 1.5 hours.

We were usually joined on this workshop by a senior manager and an HR or L&D representative. The graphic alongside outlines the content of this event, which was designed to inspire, engage and educate. We were able to address any concerns that participants had in an open Q&A session and we took the opportunity to put them into pairs and role play an invitation conversation. By this we mean that participants were accountable for verbally inviting their raters, either in face-to-face or telephone conversations, following the guidelines we laid down.

And this is still how we recommend briefings are done, whether by us or by your own internal facilitators after coaching from us. Sadly however, this most vital step is being neglected today, with disastrous consequences on completion rates, plus the quality and quantity of data being collected. In many cases the group awareness briefing just isn’t practical, either from a geographical or a time perspective. Step forward then our virtual briefing, all delivered by email as part of the digitalised click-360S tool. You can see an explainer video on this by opening up the ‘About click-360’ section further down this page.

Step 3: Rating

Step 3: Rating

We guess that from your perspective, all 360 tools are pretty much alike. In a sense, they’ve become commoditised. You can even do small quantities on Survey Monkey for free! But take a look at the click-360 questionnaire interface…the sliders allow you a 0-100% scale, unlike the 3, 4 or 5-point likert scales traditionally associated with this kind of survey. And they’re way more fun too!

Importantly, the latest statistics clearly show a trend towards these kinds of tools being accessed on hand-held mobile devices and not all our competitors’ tools are responsively designed (where the layout automatically adjusts depending on what device it is being viewed through). Step forward click-360 then, which was designed for the mobile world from the get-go!

More than that, consider this…in larger organisations and especially where one or more cohorts of people are undertaking 360 degree feedback, there is a tendency for the more senior managers to be asked to provide feedback to a number of colleagues all at the same time. Conventional 360 tools require those managers to open up each survey and complete them one by one. And given that they are likely short on time in the first place, this can be very inconvenient, which will doubtless have an adverse impact on quality and quantity of scoring and comments. Step forward click-360 once again, which is the only UK 360 feedback platform to offer simultaneous rating. Simultaneous rating allows all the people you are rating to be placed on the one screen, thereby saving time. In addition, where conventional tools only allow you to consider the question for each person you are rating in absolute terms, simultaneous rating allows you to think of them in relative terms which, when combined with our 100-point likert scale, leads to a higher level of accuracy.

Will you need the 360 tool to work in different languages? Very often, giving people from other countries the opportunity to work in their native tongue will lead to an increase in quantity and quality of data. Our click-360 tool is delivered with 5 European languages built-in (French, Italian, Spanish and German, as well as English of course!). Other languages can easily be added.

You can see a recorded demonstration of the click-360 questionnaire interface in the ‘About click-360’ section further down this page.

Step 4: Reports

Step 4: Reports

Like the tools themselves, individual 360 feedback reports are all pretty similar these days. Most are very comprehensive and convey the results in colourful bar charts plus verbatim comments. Few offer any kind of analysis and interpretation because 360 is not a traits instrument, or a preferences inventory, and it is certainly not a psychometric test. 360 is a perceptions survey, nothing more or less. It is not scientific, it is subjective.

As a result, terms like benchmarking, norm groups, validation and reliability don’t really apply. Benchmarking for example is only relevant if the questionnaire has been kept constant across all clients, yet this flies in the face of current thinking which is to build the questionnaire around your ‘competency’ framework. In that case, the only kind of benchmarking you can perform is internal.

Most individual 360 reports are designed to be printed and bound and then used in hard copy format. click-360S is the only UK report to be optimised for the digital world and in particular, hand-held mobile devices like smart phones or tablets. That said, not everyone prefers this method of delivery, which is why we still offer the standard .pdf version.

You can check out the look and feel of both versions of our individual 360 degree feedback reports in the ‘About click-360’ section further down this page.

One more thing, if you are a mid-tier or large organisation looking to run multiple 360 surveys over time, you should look for a platform that can deliver OI (Organisational Intel) via a menu of group-wide reports. Our click-360 tool is currently available with up to 18 different OI reports, which will help you with succession planning and talent management generally.

Step 5: Feedback

Step 5: Feedback

Since 2002, click-360 reports have tended to be shared with the participants via an internal or external coach, properly trained in how to extract the maximum from the data and guide the participant through a journey of self-discovery. Sometimes the coach is the participant’s line manager, but if that’s your organisation’s choice, you’d better be sure that the manager is 1) competent and 2) committed. Nothing pours water on the 360 process like a manager who doesn’t know what they’re doing or can’t be bothered.

Our own feedback coaching method has always involved a two-phase approach: the first session (typically about 2 hours) is where the participant gets to understand the key themes emerging from their data and is then coached to go and ‘check out’ their feedback verbally with a representative selection of their rater network. No action planning is undertaken at this stage. Checking out gathers clarity and depth around the data but is a complex and sensitive subject and should not be attempted without proper training. You are welcome to contact us if you need more guidance in this, and keep an eye out for regular blog content around this area.

Following the checking out process, participants have a second 2-hour session with their coach which is where the new information is blended with what the report revealed. A robust and time-lined action plan is then co-created to plug any gaps identified.

As we began to uncover the possibilities that advances in digital technology could afford us, our challenge was how to get this unique two-phase approach into the virtual world. Step forward once again click-360S which has nailed it! You can see how by visiting the first of the recorded explainer videos in the ‘About click-360’ section below.

About click-360

About 360-degree feedback

click-360 or click-360S?

One of our key differentiators is our ability to create bespoke 360 degree feedback platforms for larger scale implementations, incorporating a high degree of customisation. This has led to successful implementations with Diageo, TATA Global Beverages, Nyrstar and LEGO in recent years. These bespoke customisations can still be based on our original click-360 platform, or you can build onto our new digitally-enhanced click-360S platform if you prefer.

Both the original click-360 and the new click-360S product share the same questionnaire platform, it is mainly the reporting that has changed. click-360 still remains better suited to smaller implementations and where a hard copy report is preferred.

If you are a small consultancy looking to partner with us so that you can offer this software to your clients, please scroll down to the ‘Are you an L&D consultancy?’ section further down this page.

Use this table to decide which product better suits your needs. You may need to scroll down to get to some of the more detailed explanations, complete with explainer videos.

Feature click-360 click-360S
Mobile responsive questionnaire screens with sliding scales Tick Tick
Simultaneous rating Tick Tick
Comprehensive individual reports produced as .pdfs Tick Tick
Briefing email with embedded video   Tick
Report integrated with interactive workbook, learning suggestions and action planner   Tick
Checking-out and Checking-in function   Tick

More about click-360S

Our newest version of the product has been built to capitalise on the advancements made in digital technology. What comes delivered within the basic price of click-360S is the newly integrated report/workbook/action planner. There are then two further added-cost options available:

  • A briefing email with up to 3 embedded video files that invites participants into the process. The first video features your CEO (or equivalent) and is designed to clarify expectations, and get engagement and buy-in. The second is an explainer video explaining the process, the contracting around confidentiality, how to select raters, timings, outcomes, etc. The third video is a role play of a participant inviting a prospective rater into the process. This email is intended for application in larger programmes, where one or more cohorts are participating.

    While it is not our intention to replace face-to-face briefings, we nevertheless recognise how difficult and expensive it can be to gather all the participants together at one time and offer this as a viable alternative.
  • The ‘Checking-out’ and ‘Checking-in’ procedures are replicated virtually with our click-360S product. Checking-out is a process that allows the participant to collect greater clarity and depth of feedback once they have narrowed down their development priorities. Checking-in happens several weeks later and simply asks raters what they’ve noticed the participant doing more of/less of in respect of the development priorities.

Both of these options are described more fully in the accompanying explainer video , but please don’t hesitate to email or call us if you need more.

Questionnaire screens

This is a subject much better explained by a visual demo, which is why there is an explainer video accompanying this section. Although click-360S offers an enhanced version of the original platform, those of you loyal to our brand will be pleased to know that the changes we’ve made do not affect the questionnaire input screens. We still use sliding scales and percentage scores, and our sad/smiley faces can be switched on or off just as before!

By far and away our most successful and popular technological innovation has always been the simultaneous rating feature, which allows you to complete questionnaires on more than one person at a time. This is unchanged in the click-360S version. If you are unfamiliar with this feature, you should check out the accompanying explainer video right away. If you know all about our questionnaire interface, then we encourage you to continue down the page where you will find an explainer video on the new digital report plus the Checking-out/Checking-in features.

Reports

This is where you now have two choices of individual report: stick with the standard click-360 .pdf report, accepting that your preferred method of usage will be to print and bind it into a hard copy booklet, or opt for the new digitalised click-360S report which is optimised for use on mobile devices such as smart phones and tablets.

Either will work perfectly well on desktop PCs or Macs, but only the click-360S report has the integrated workbook, action planning tool and built-in development suggestions. To understand more about how each report looks and feels, we encourage you to open up the accompanying explainer video . You should also note that the Checking-out/Checking-in process is only available through the click-360S report (continue down the page if you want to understand more).

In addition to either of these individual reports, we also offer a menu of 18 OI (Organisational Intel) group-wide reports that will support your succession planning and general talent management processes. These are delivered standard in an Enterprise implementation and can be requested on an ad-hoc basis with the managed Pay-As-You-Go service, provided of course that there is sufficient data to warrant it.

Checking out/Checking in

Checking out/Checking in

If you’ve already watched the first explainer video at the top of the page, you’ll know that these two features work in tandem, not in isolation. And they are only available if you opt for the digitalised click-360S product. The idea stems from a two-phased feedback coaching approach that we have been employing in the physical world since 2002 (you can read more about it in the ‘About 360-dgree feedback’ section – ‘Our recommended 5-Step process’).

Once the digitalised report first lands with the participant, whether they are working alone or with a coach or line manager, the workbook should be opened alongside the report. The workbook is designed to lead the participant (and their coach) through a step-by-step approach into discovering the core themes behind their feedback. At various intervals along this path the participant should be responding to prompts and questions, capturing their thoughts and reflections into the online interactive workbook. Eventually, the participant will have amassed sufficient interpretation for them to commit to one confirmed strength and up to three development priorities into a grid in the workbook provided for that purpose. While we recommend that the grid is first shared with their line manager (if s/he hasn’t already been involved), there is a check box under the grid which will trigger the Checking-out/Checking-in process once ticked.

Checking-out is the name given to the emails that now go out to raters asking them for more clarity and depth on each of those development priorities, using two simple questions. Once new feedback is received, the participant is informed and it now sits in an additional page inside their report.

Checking-in occurs several months later (you can set the interval although we recommend 90 days later) and is simply an automated email that goes out to the raters asking what they’ve noticed about the participants behaviour over that period, what do they need to do more of/less of. Once again, any new feedback that is offered triggers an email to the participant with a link to a further page in their report. Through the checking in method, the participant is gently reminded of their development priorities and nudged into keeping their action plan alive and dynamic.

This can continue as often as you like, perhaps until a repeat 360 is implemented.

Are you an L&D consultancy?

Are you an L&D consultancy?

If you believe that the addition of a cutting edge 360 from a reliable partner would complete your own mix of products and services, then we would love to hear from you. We already work with many independent practioners and some larger consultancies to great mutual benefit and offer an attractive partner affiliate scheme.

There is a cost to joining the scheme, but this is primarily to cover the 1-day workshop that we require you to participate in. And the real purpose of that workshop, and why it is so beneficial for you to attend, is the marketing ideas that we will share with you to increase your revenue purely off the back of 360 degree feedback. If you don’t feel that the time and money invested has been repaid many times over after the first six months have passed, you will be entitled to a full refund.

Before you visit the pricing section below, you should know that we offer our partners additional discounts for joining forces with us to introduce click-360 to your own clients. The cost of the affiliate scheme and the discount structure will be shared upon application.

Pricing

With the various options available to you between the two products, click-360 and click-360S, we recommend that you email us or pick up the phone and call us to discuss your particular needs. However, we have laid out a simple table below that gives you some idea of our prices.

Option click-360 click-360S
Individual PAYG reports From £57 - £95 From £69 - £115
Individual Enterprise report cost in Year 1 From £7.68 - £82 From £9.92 - £128
Individual Enterprise report cost in Year 2 and beyond From £5.29 - £25.20 From £6.05 - £28.80

Please note that all prices are subject to UK VAT at the ruling rate

Add-on services

Add-on services

Because we are a sister company to TLC – The Learning Curve, we are able to offer you many additional services to support your 360 needs.

Since 1991, TLC has been offering leadership, management and team development through group facilitation and 1:1 coaching. Staffed by occupational psychologists, OD specialists, and psychology-qualified facilitators and coaches, our mantra is “sustainable behavioural change with a measurable cultural and commercial return on your investment”.

The additional services that you might find helpful include:

  • Bespoke questionnaire design
    We can start from scratch or what is more likely to help you is taking whatever relevant framework or frameworks that you have now and turn them into a viable questionnaire. Alternatively, if you already have a questionnaire we can put it in front of our questionnaire specialist and ‘vet’ it for you if you’d like?
  • Preparing your organisation for 360
    This goes back to our ‘organisational readiness’ check and is crucial if you are new or inexperienced with 360 degree feedback. Check out the video on the ‘About 360-degree feedback’ section – ‘Our recommended 5-step process’.
  • Briefing your participants
    Whether or not you opt for the briefing email with click-360S, you may want to consider holding physical group awareness briefing sessions for participants. This is probably the most important step of all, as it will shape or limit the quality and quantity of data that comes back. We would follow the agenda displayed in the image shown in Step 2 of the 5-step process.
  • Feedback coaching (1:1 or group)
    As you can either imagine or have experienced, helping someone interpret their 360 degree feedback needs to be done sensitively. Understanding how to get the best out of our reports is crucial if each participant is to maximise the benefit of the short amount of time they will have with a coach. In most cases, we recommend that the most senior managers get 1:1 coaching and that those lower down get feedback in groups. Using our two-phase approach (see Step 5 of the 5-step process.) will strengthen the results you get from your 360. Even though our click-360S tool has virtual coaching built in, we would still recommend this step as best practice.
  • Return On Investment measurement
    We are well known for getting robust ROI data on how our interventions have contributed to our clients’ growth, both culturally as well as commercially. A 360 degree feedback programme (whether or not it is wrapped up inside a larger development programme) presents you with an ideal opportunity to gather organisational intel and ROI data.
  • If the idea of bringing TLC in to deliver some of this feels a bit daunting, remember that as an alternative we can train suitably qualified people inside your own organisation to deliver briefings and feedback coaching, even show you how to collect ROI data. If you have any concerns at all about implementing 360 degree feedback, why not set up a free exploratory chat with our Head of Operations, Nicky Pharoah on +44 845 313 3357?

Security and IT Requirments

Security and IT requirements

Here at click-360 we take the security of your data very seriously.

Security of data in transit

It is virtually impossible to stop a determined and knowledgeable individual to intercept data that is transferred between yourself and a server on the Internet. However, it is possible to encrypt that data in such a way that it is unreadable to anyone or any machine apart from your computer and the server itself.

We use the same encryption techniques used by all major Internet banking facilities and online e-commerce transactions. You will see a small padlock icon appear at the bottom of your browser when you login to click-360. This means that the data being transferred is encrypted using a 1024 bit RSA key. This encrypting method is referred to as SSL (Secure Socket Layers) and is currently the industry standard for encrypting transactional information on the Internet.

Security of data in storage

The servers that power click-360are highly secure and are protected by an advanced firewall. The firewall and the servers are monitored 24 hours a day for any suspicious activity. So you can rest assured that even whilst you sleep your data is being actively protected. It would be easier to break in to your office to steal your accounting information than it would be to break in to our servers.

Physical Security of Data

We have chosen Memset as the provider of our servers based in the UK. Not only are Memset the one of the UK’s leading hosting companies, they have state of the art high security data centres built from the ground up that includes Biometric authentication for access control, Comprehensive 24x7 monitored CCTV coverage, 90 days footage retention and BPSS clearance of all staff with logical or physical access. Many cleared to SC level. We also run full daily backups to our offices. So if there is a serious problem at the main data centre we can be up and running in minutes with minimal data loss.