Transform Your Leaders Through 360 Degree Feedback

 

After 20 years of experience delivering effective 360-degree feedback implementations, click-360 is now totally redesigned for the digital age.

In short, click-360 feedback software is designed to take the hassle out of setting up and administering 360 feedback surveys, while the QI and report are optimised for how many people are preferring to work these days.

Our recently launched click-360SelfDrive online 360 degree feedack software site delivers reports from £31 and puts you in total control of the process. Check it out by setting up your FREE TRIAL.

At click-360 we’re on a mission to improve the quality of leadership and management capability everywhere across the globe. We shall not rest until employees – wherever they work and at whatever level – get the bosses they deserve.

Typically, the 360 degree feedback subject (or ‘participant’) invites about 7-10 people that work around them ('raters’) to complete an online 360-degree feedback questionnaire that describes behaviours common to a successful leader or manager. Raters are asked to think about the participant in respect of each 360 feedback question. The participant fills in a questionnaire on themselves. The click-360 online 360 degree feedback tool then processes the data and presents it anonymously in a comprehensive report using scores as well as written comments. Ideally, the report is fed back to the participant by either a skilled coach or a line manager who has been trained in this area.

Frequently the 360 feedback highlights strengths that the participant either took for granted or wasn’t even aware of. As well, there are likely to be areas for development that emerge from the data. This is how you transform your leaders through 360 degree feedback and that will in turn transform your culture. If you want to find out more about the 360 feedback process, click the READ MORE button. If you’d like to find out more about our online 360 degree feedback software, scroll down to watch short explainer videos on the digital report and the QI.

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  • Bespoke 360 platforms or pay as you go service
  • Digital report integrated with
    online workbook, action planner
    and development suggestions
  • Unique simultaneous rating feature saves time while improving accuracy
  • Add-on 360 services include
    questionnaire design, briefings
    and feedback coaching if required
  • Questionnaire interface and digital report optimised for hand-held mobile devices
  • Personal information about your
    employees is treated
    confidentially and stored securely and safely

360 degree feedback (sometimes called ‘360 feedback’, ‘multi-rater feedback’ or ‘360 appraisal’) provides perceptions about an individual’s performance and behaviour from a number of people that work all around the individual. These are then compared to the individual’s self-perception via a comprehensive report. Frequently the feedback highlights strengths that the individual (we call this person the ‘participant’) either took for granted or wasn’t even aware of. As well, there are likely to be areas for development that emerge from the data. Normally, about 7-10 people (‘raters’ in our language) complete an online questionnaire that describes behaviours common to a successful leader or manager. They are asked to think about the participant in respect of each question. The participant fills in a questionnaire on themselves. The click-360 tool then processes the data and presents it anonymously in a comprehensive report using scores as well as written comments. Ideally, the report is fed back to the participant by either a skilled coach or a line manager who has been trained in this area.

click-360 feedback reports are produced both as .pdf files, which are optimised for printing, or .URL links which, when clicked, download a digital file. This digital 360 feedback report is optimised for viewing on a hand-held mobile device, such as a tablet or a smart phone.  Both reports will transform your leaders through 360 degree feedback.

 

click-360 .pdf Report
The .pdf report is usually emailed directly to the participant, or to a nominated administrator or a feedback coach (or line manager). They are typically printed and wire bound. Participants generally write notes directly into the reports using a pen or pencil. Feedback coaches usually like their own copy prior to a feedback coaching session, so they too can write discussion points in preparation. Workbooks, if required, are supplied separately.

 

click-360 Digital Report
Our digital 360-degree feedback reports are designed to be viewed online and are optimised for mobile hand-held devices. This makes them much more accessible to the participant, as more and more of you prefer to work in this way. Moreover, they are integrated with a digital workbook where the participant can capture their analysis and interpretations as they explore the data. Typically, feedback coaching sessions are held via 1:1 private webinars, where both coach and coachee can see the same part of the report on screen at the same time. The coachee has control of the screen and is entering notes as the session progresses. The workbook culminates in a dynamic action plan.

 

Because so many of you are finding it hard to let go of paper(!), we now send the .pdf report together with the digital report.  That way, you have the best of both worlds!

 

To check out the digital 360 degree feedback report in much more depth, be sure to visit the Reports section of the website.

 

The difference between the two versions of the product come down to the individual report. click-360 reports (referred to internally as ‘standard’ reports) are produced as pdf files and are optimised for printing. click-360S reports are url links which, when clicked, download a digital file. We refer to them internally as ‘digital’ reports. This report is optimised for viewing on a hand-held mobile device, such as a tablet or a smart phone.

click-360 The standard report is usually emailed directly to the participant, or to a nominated administrator or a feedback coach (or line manager). They are typically printed and wire bound. Participants generally write notes directly into the reports using a pen or pencil. Feedback coaches usually like their own copy prior to a feedback coaching session, so they too can write discussion points in preparation. Workbooks, if required, are supplied separately.

click-360S The digital reports are viewed online. This makes them much more accessible to the participant, as more and more of you prefer to work in this way. Moreover, they are integrated with a digital workbook where the participant can capture their analysis and interpretations as they explore the data. Typically, feedback coaching sessions are held via 1:1 private webinars, where both coach and coachee can see the same part of the report on screen at the same time. The coachee has control of the screen and is entering notes as the session progresses. The workbook culminates in a dynamic action plan.

To check out the digital report in much more depth, be sure to visit the Reports section of the website.

Introducing our new bundled 360 degree feedback product

click-360Core

If you’re an end-user looking for a low-cost managed 360 degree feedback service for one participant or just a few participants, you’ll find click-360Core™ a perfect fit. We’ve bundled together an awareness briefing, the click-360 questionnaire platform and report, plus two feedback coaching sessions - all for an incredibly low price.  Suits small-scale implementations from 1-20.

Does 360 feedback work?

Research on 360 degree 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 feedback, and concluded that this was probably because
there was not enough evaluation taking place.

 

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“With a client-centred approach from the start, TLC Online impressed me immensely. I am happy to give them
my professional backing. TLC’s product was assessed to be the ‘right fit’ for the Safe Information Group, and
more than that, the company was professional, easy to discuss issues with and extremely responsive to
suggestions for minor improvements/alterations. If you are serious about managerial development, seriously
consider the use of TLC’s  product.”

– Gareth Way - HR & Training Director, Safe Information Group Europe

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“Linklaters is a global law firm, advising the world's leading companies, financial institutions and governments.So when a survey clearly identified the need for a more collaborative culture, they acted fast and they acted globally. click-360 is a robust application that can be used anywhere in the world. This was demonstrated during its use by the global Information Systems and Support department over a period of two years. Being highly accomplished IT experts, the 300 staff who participated in the 360-degree feedback tested the application to its limits. The product exceeded their expectations. The survey implementation included raters based in North and South America, as well as in mainland Europe and Asia. It passed all their tests with flying colours.”

– Linklaters ISS

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“Swiss Re is one of the world's largest and leading reinsurers. Its Life and Health business has achieved nearly 400% growth over the last nine years and it needed a management development programme which would reflect its leadership. In this implementation, click-360 was deployed across a management population of 60, plus senior directors and the CEO. Results were shared in a series of two-day workshops where small feedback groups were facilitated by feedback coaches. One-to-one time was made available to all participants during the two days.”

– Swiss ReSwiss Re logo

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“Some business contributions are not easily measured in £'s. But I have no doubt that the click-360 process has been of fundamental value to our business. TLC have been a tremendous partner in assisting with our focused and targeted approach to executing a 360 Leadership process across our global organisation... TLC have always been there to support the entire process with a relentless focus on achieving the project objectives and deliverables. They are able to offer a high value bespoke service at a very reasonable cost. The tool is excellent value for money.”

– Denis Kerrigan, former Director, Global Learning and Development, Harman International

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“TLC Online has developed the systems to be incredibly easy to use, which means response rates are maximised. We have received lots of feedback that says the design of the sites and the style of questions are just right. This ensures employees are able to provide accurate feedback as simply as possible, and gives us valuable insights for development planning.”

– Joan Hodgins, former Global Head of Leadership Development Diageo

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“TLC’s Online click-360 system gives us detailed and accurate insight into the progress made at senior level. Ultimately, a more effective leadership team will make better decisions on behalf of its constituents, and the people of Reading will be happy to learn that through this initiative we are doing all we can to look after their collective interests.”

– Reg Friddle, former Head of Learning & Development, Reading Borough Council

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“We used Click-360 for the first time this year after a change from our usual provider. We were so impressed with how easy they were to do business with and how the end online digital reports looked. The team were able to deliver to tight deadlines and updated us throughout the whole process. The portal itself was also very simple to use and I was able to pull out reports with just a simple click. They also provided great value for money and we will be most definitely using them again next year.”

– Jaz Sandhu, Learning and Development Advisor, RHP

RHP logo

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“We were impressed with the functionality of the click-360 platform, especially the simultaneous rating option. But it was their experience and passion that made them stand out”

– Linda Graves, Head of L&D, RBG Kew

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“The click-360 experience has been great and has provided me with an opportunity to learn more about myself and how I come across to others. The help and assistance provided by the click-360 team is exceptional and they take good care to make sure you get the most out of the experience.”

– Michael Owen, Town Planner, Barton Willmore

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“The reports provide a fabulous amount of data, yet it is easy to pick out the important aspects that would assist the participant in developing a plan for performance improvement. The workbook feature is a powerful tool that helps the participant develop their own personal development plan.”

– Pete Draper, Team Development Director, Evolution People

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“We used Click-360 and very impressed with how easy and simple it is to use. The reports are very comprehensive and easy to read.The team were always available on the end of the phone and were responsive to our needs. TLC are value for money and would highly recommend then.”

– Mandy Gakhal, HR Business Partner , NWHC

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“click-360 have provided my company with an excellent and easy to use system. They have also afforded us excellent customer service and support.”

– Alison Muhl , Practice Manager, Talent & Potential 

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“TLC have looked after us so well, we have always had our needs met. We genuinely feel we’re more than customers, and TLC cares about getting the best out of the project.”

– Geof Sheppard, Organisational Development Team, Natural England 

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“It wasn’t long before we noticed changes in behaviour, in particular an increased level of collaboration, and a greater confidence and willingness to resolve differences of opinion using the positive behaviours of Transactional Analysis. This has certainly had an impact on organisational performance.”

– Angela Nolan, HR Business Partner, CIMA 

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“TLC have far exceeded our expectations. We wanted a behavioural shift. In fact, it’s not just changed the participants, its impacted the senior level too so much so that they want to replicate it.”

– Mary McCrea, Director of Talent, Just Retirement 

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“TLC’s unique mix of organisational development expertise and psychological understanding has brought us better teamwork, greater efficiency and increased production. Employees are also willing and better able to take on more responsibility.”

– Judith Foss, Human Resources Director, Catalyst Housing

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“I’ve enjoyed getting to know people in my team and understanding what’s important to them and how they feel about my behaviour so I can build on my strengths and work on my weaknesses.”

– Blue Chip, Employee undertaking a 360

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Frequently asked questions

What can people discover about themselves?

360 feedback should not bring any surprises to participants. Most of the time it provides reassurance about the behaviours that are working well. It should help them to understand how their behaviour is perceived by others and confirm the behaviour that is most likely to get results. If implemented appropriately, it can give good information about:

  • The difference between the way individuals see themselves and how they are perceived by others
  • The differences between the perceptions of different groups of respondents (for example, do the participant’s direct reports have a different view to his or her line manager?)
  • Helping to make performance management a more objective and fair process.

What are the common terms used for the people involved?

There are two sets of people involved: 1) the person getting the report and 2) the colleagues who contribute their feedback. Common terms for each set:

  • Participant, Participant, Subject, Ratee
  • Rater, Respondent, Feedback Provider

click-360 uses the term Participant for 1) and Rater for 2).

What concerns may people have?

360 feedback is a sensitive issue. The Chartered Institute of Personnel Development in the UK (CIPD) has come across instances where the reported feedback has been questioned by individuals, much of which can be traced to inappropriate implementation. In general, if individuals are going to trust the 360 feedback process, practitioners must ensure that:

  • Issues of confidentially are clearly communicated, detailing who will have access to the data and for what purpose
  • It is clearly stated how feedback will be given and by whom
  • The process for identifying raters is clearly set out with participants having significant opportunity to input
  • Sufficient time is allowed to pilot the process and to consult with individuals and employee groups on both the design and implementation of the process
  • Both participants and raters are adequately briefed on the process, how to complete the relevant questionnaire screens and the aims and objectives of the exercise
  • Adequate opportunity is given for people to comment and raise their concerns
  • People are not forced or coerced to take part by managers
  • Feedback is never attributable to any one individual (with the exception of a line manager) and that feedback reports and development plans are kept secure and data protection rules complied with
  • The process is constantly monitored and evaluated, all concerns acted on and any changes adequately communicated.

In organisations that do not have a tradition of open feedback or upward communication, it is likely that 360 feedback will be seen with greater levels of mistrust. This can be overcome with sufficient attention to the above issues but may also have to be accompanied with some pertinent challenges to the prevailing culture to establish higher levels of trust.

Generally, an organisation may not be ready for 360 feedback if is in the middle of a change programme which includes downsizing or restructuring and where the aims and objectives can be misinterpreted.

What does a good questionnaire look like?

Questionnaire wording

  • Questions should be relevant to the participant’s job. If they are not, the participant will not be motivated to change or understand what changes are required
  • Each question should be concise, use plain English, and omit qualifiers, such as ’when appropriate‘ and ’as necessary‘. Vague, complex questions rarely produce clear feedback
  • Each question should be similar to other questions used to measure a particular competency, and be different from all other questions relating to other competencies. Muddled competencies make muddled feedback.
  • Questions should set standards, for example ’Makes decisions‘ is a poor question, because the decisions made could be unclear, late, autocratic, or wrong
  • Questions that ask more than one thing should also be avoided, for example ‘Makes decisions which are clear, timely and well-judged”.

‘Free text’ questions

These provide the opportunity to add comments in support of the answers to the rated questions. They can be enormously helpful. In the final report, the participant can look for frequently used words or phrases, and for common themes which explain or expand on the report’s findings. When wording these questions avoid the use of HR jargon and use clear language, for example ’what does the participant do well‘, and ’what does the participant need to improve?’

Rating (or ‘likert’) scale

The most commonly used scales in our experience are:

  • ‘Frequency’ scale (for example, from ‘never’ to ‘always’). The problem with this type of scale is that it confuses ability with opportunity.
  • ‘Extent demonstrated’ scale (for example from ‘to a very small extent’ to ‘to a very great extent’)
  • ‘Agreement’ scale (for example from ‘strongly disagree’ to ‘strongly agree’)

A performance scale, from ‘poor’ to ‘excellent’ for example, is recommended but may not fit well with the question structure. Whichever scale is used, each question should be concise, use plain English, and omit qualifiers, such as ’when appropriate‘ and ’as necessary‘. Vague, complex questions rarely produce clear feedback.

What does a helpful feedback report look like?

A good 360 report has summary graphs comparing Self scores for each competency/behaviour to the scores in all the other rater categories. It also breaks down each competency with detailed graphs that show each question (or behavioural indicator/statement), again with Self scores compared to the scores by rater category. If the graphs also show the ‘spread’ or range of scores, this will tell the participant just how much concensus there is (or not) among each category. Other things to look for:

  • Comments clearly identifiable by rater category but not by individual name
  • Top 10 rated questions (highlights) and bottom 10 (lowlights)
  • Comparison between this participant’s scores and all others in the same cohort (if relevant)
  • It is also helpful if the report leads on to a development planning template.

Helping people make good use of their feedback

In simply giving someone their feedback report and leaving them to work out its implications for themselves, not much will change. Most people need the help of a skilled coach to use their feedback to produce a personal development plan that is practical, relevant, short term, and aims for tangible results. The coach will help the participant to:

  • Focus on their goals – this gains their commitment to change
  • Put the feedback into the context of what is expected of them, and of their goals, and of the skills and abilities and moreover behaviours they need to achieve those goals
  • Work out for themselves the important messages from their feedback report (rather than just telling them what it says)
  • Identify the things that they need to achieve and to come up with a realistic, short-term, low-cost and engaging plan for doing that. That plan will take into account possible obstacles that they could foresee, opportunities for getting support, how to involve their manager where appropriate, and how they will check on their progress.
  • What kind of summary reports are useful?

    A summary 360 feedback report for a group of people - a team for example, or a group of delegates on a development programme - can give a sense of perspective. At click-360, we call these ‘organisational insights’ and have over 20 different reports to choose from. These insights can enable individuals to gauge their performance against others, and to assess their group against other groups. In the hands of a skilled facilitator, a good group report challenges thinking, raises new questions, and promotes good decisions. It should enable organisations to make better judgements about their people’s capabilities, which can help with project resourcing, succession planning and
    general talent management.

    Choosing an online 360 feedback provider

    Search Google UK for ‘online 360 feedback’ and you'll get over 1.5 million matches. There is a huge choice of providers, and no doubt each will do 360 feedback slightly differently. In choosing a provider, it is important to ask the questions that will result in a system that fits your organisation’s specific needs, and complies with regulatory requirements and best practice.

    • Is it an easy, step-by-step process, with clear guidance and online help?
    • How flexible is it? Can it use your competencies? Can you choose the rating scale? Can you add your branding, extra supporting information and help pages? Will it cope with the number of users anticipated?
    • Is it easy for Participants to own the process, by requesting their own feedback, designing their own questionnaires, being involved in selecting, briefing and following up their respondents?
    • How intuitive is the questionnaire interface? How well does it display on a hand-held mobile device…is all the functionality there?
    • How useful are the feedback reports? How easy to read and interpret? How does a report display on a hand-held mobile device…is it easily navigable?
    • How much administration is involved? Does it minimise the opportunity for human error, and allow those that do occur to be quickly corrected?
    • Does it run on the Internet or on an intranet? If the latter, is it compatible with existing software, how will it be affected by changes or upgrades, and what are the maintenance overheads and security implications? If on the Internet, do people have access, and if not, what is involved in setting up access?
    • How responsive is the provider to requests for changes?
    • How is confidentiality protected?
    • Does the supplier offer strong information security? The ISO/IEC 17799 Code of Practice for Information Security Management establishes guidelines and general principles for organisations.
    • How accessible is the system to people with disabilities? The Disability Discrimination Act 1995 (DDA) requires service providers to ensure the services they provide are accessible to people with disabilities. The DDA requirement applies to services delivered via the Internet and it applies to all businesses and all public sector organisations.
    What is 360 degree feedback?

    Also known as 360 degree appraisal and multi-rater feedback, 360 is the process by which you evaluate yourself against a set of behavioural statements (often linked to a competency framework) and you invite a set of colleagues to do the same (typically manager/ peers/ direct reports/ other stakeholders). You receive a gap analysis between how you perceive yourself and how others perceive you. Effective 360-degree feedback processes also include development planning and coaching sessions.

    The power of 360 feedback is based on the premise that ‘How you see yourself is all very well, but it is how others see you that will likely determine the results you get.’

    360 feedback online
    Traditionally, 360 feedback was collected using pen and paper questionnaires. The opportunity to do 360 feedback online has done much more than reduce the time and effort required to distribute questionnaires and collate the answers.

    Questionnaires are now interactive, so that:

    • Participants can choose which competencies to receive feedback on
    • Confidentiality is improved, as questionnaires and reports can be protected by passwords
    • Questionnaire rules can improve the quality of feedback by, for example, requiring that a minimum number of questions are answered, and a minimum percentage of critical feedback, or of positive feedback
    • Accuracy is improved - an online system can ensure that essential data is provided.

    Other benefits of online 360 systems are:

    • Reports are available online; answers can be collated instantly, so reports are immediately available and up-to-date. Reports can also include comparison with previous feedback
    • The amount of administration required is much reduced. Individuals can be responsible for managing their own feedback, for requesting feedback and for chasing late questionnaires
    • Demographic information can be collected, and the fact that data is held in a database simplifies analysis and the production of summary reports.
    What type of information should be targeted in the survey?
    • Behaviours – the way that participants go about doing their job (the HOW rather than the WHAT)
    • NOT personality traits or styles

    Often, the questions are drawn from the competency framework that supports the organisation’s performance management system.

    What are the benefits of 360 degree feedback?

    To the individual:

    • Perception is reality and this process helps individuals to understand how others perceive them
    • Reinforces and builds on strengths
    • Uncovers blind spots
    • Feedback is essential for learning
    • Individuals can better manage their own performance and careers
    • Provides quantifiable data to individuals on soft skills

    To the team:

    • Increases communication between team members
    • Makes it ok to give and receive feedback generally (ie outside of the formal 360 process)
    • Higher levels of trust and better communication as individuals identify the causes of conflict
    • Better team environment as people discover how to treat others in the ways they want to be treated
    • Supports teamwork by involving team members in the development process
    • Increases team effectiveness

    To the organisation:

    • Reinforces corporate culture by linking survey items to organisational leadership competencies and company values
    • Better career development for employees
    • Aids succession planning – leads to promotions from within
    • Underpins talent management generally
    • Improves customer service by having customers contribute to the evaluation process
    • Provides quantifiable data to organisations on soft skills
    • Leads to relevant and tailored learning & development solutions
    How has 360 degree feedback changed over the years?
    • Participants were originally senior executives only. Now 360 is open to individuals at all levels of the organisation
    • Delivery method used to be paper or scanned forms. Now 360 is paperless, using web-based surveys
    • Surveys used to be rigid and inflexible. Now they are locally customised by the user organisation or third-party provider
    • Feedback used to focus on numerical ratings. Now there is targeted commentary provided for each survey item (qualitative as well as quantitative data)
    • Cost used to be expensive. Now it is scalable and affordable.
    • click-360 is the only UK product to offer simultaneous rating. This allows questionnaire completion on several participants at the same time (on the same screen). This allows the rater to think in relative, not just absolute, terms about each one. Set in the context of our slidey scales, simultaneous rating speeds up the process while providing greater accuracy.
    • click-360 digital reports, optimised for mobile hand-held devices, allow the integration of a workbook and action planner, even development suggestions

    How do I know if my organisation is ready to conduct 360 degree feedback?

    By conducting a 360 readiness review, you can determine if your organization is ready to conduct 360 degree feedback. The review should include topics such as:

    • 360 awareness: understanding of 360 and how the process works. Outcomes.
    • Purpose: what are you using 360 for? What do you hope it will achieve? Is it to assess someone or to develop someone?
    • Support - belief that the organisation and manager would support development processes
    • Feedback climate – there needs to an environment of trust that the information would be used for development purposes and that people would be fair (belief in confidentiality and usage)
    • Openness - willingness to give and receive feedback

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