EUCUSA Method: From feedback to measurable impact

Engagement redefined

Engagement is a desirable state of satisfaction, caused by executing meaningful activities.

From the experience of several hundred employee surveys, we know:

Maximum commitment and sustainable performance arise when the requirements of the workplace are ideally suited to personal potential and the job is experienced as meaningful.

That is why it is important to us at EUCUSA that surveys not only provide data, but also have their full effect – through clear results, understandable recommendations for action and noticeable improvements in everyday working life.

How we achieve this effect step by step is explained in the following sections.

Trust rethought

Trust is the foundation of effective collaboration

Trust grows where communication is open and respectful, leadership acts credibly and employees can contribute their voice without fear of disadvantages.

Especially in times of upheaval, job cuts or economic uncertainty, trust is the decisive factor for maintaining motivation, retention and performance. If trust is lacking, uncertainty, rumours and retreat arise – if there is, change is experienced as an opportunity.

With our surveys, trust is not only tangible, but also manageable: We make visible where organizations are strongly positioned and where starting points are needed to sustainably strengthen relationships between management, teams and companies – through clear results, transparent recommendations for action and a joint path towards a trusting corporate culture.

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What is the EUCUSA Methodology?

The EUCUSA methodology is a systemic, scientifically based, practical approach for carrying out employee and customer surveys. It combines proven analytical techniques with a clear process structure and practice-oriented procedures. This results in strategically relevant results, significant comparison options and understandable recommendations for action, which companies can successfully implement into concrete improvements in numerous use cases.

Scientifically based

From scientific principles to effective surveys

For almost 30 years, EUCUSA has pursued the goal of strengthening employee and customer orientation and thus sustainably increasing corporate quality.

The EUCUSA method is based on solid scientific models – including the work of Kai Mertins (Fraunhofer Society, Berlin) on quality orientation and preliminary work by Ingwer Borg (mathematical psychology, facet analysis).

The EUCUSA methodology combines this theoretical foundation with a clearly structured, practice-oriented approach. Proven measurement methods (6-level scales, importance query) and clear indexing of dimensions and aspects result in surveys and evaluations that not only measure precisely and provide relevant insights, but above all initiate concrete changes in everyday business life.

From practice – for lasting impact

From practice-oriented approach to sustainable improvements

Reliability counts in implementation: EUCUSA guides you through a structured process – from setting objectives to creating a tailor-made questionnaire, accompanying communication, multilingual implementation, to analyzing the results and their implementation. The content expertise for the context of the survey lies with you – because only you know what your company really needs. We contribute our decades of experience with feedback systems, provide you with full support and ensure smooth implementation.

The difference lies in the results: While other providers generate mountains of data that companies often have little to do with, EUCUSA provides clear reports with specific recommendations, prioritized measures and responsibilities.

A man wearing medical clothes is carrying two boxes.

Transparent und wirksam

The systemic approach of the EUCUSA Methodology

1) Survey process

A clear, cooperative process ensures a smooth process — from conception to implementation to feedback on the results.

2) Index formation

With the EUCUSA method, aspects are brought together into dimensions and indices - this creates effective KPIs for management and comparisons.

3) Action-oriented reports

Results are interpreted and translated into action-oriented graphics - this creates a clear roadmap for sustainable improvements.

The EUCUSA method focuses on the actual process of the survey, index formation around aspects and dimensions, as well as the fields of action and the classification of the survey results.

Individuality with a system

From dimensions to aspects to indexes

Questions and statements from an EUCUSA survey are divided into so-called dimensions and aspects.

Dimensions refer to larger subject areas or “headings.” In employee surveys, these usually include working conditions, professional development, remuneration, cooperation, management culture, information and communication, process and goal orientation, corporate image and other company-relevant topics.

Aspects relate to specific questions or statements that are formulated in an appropriate linguistic, cultural, country-specific and organizational way. Aspects are formulated positively at EUCUSA and are assessed on a 6-point scale (level of approval).

Indices summarize the aspects of a questionnaire in order to quantitatively determine meaningful key performance indicators (KPIs). Typical indices include leadership, engagement, values, innovation.

Using our methodology, we work with you to develop an individual questionnaire that is precisely tailored to your business goals – because ready-made questionnaires and standard indices are usually not well suited for a meaningful strategic survey.

Standardised solutions often fall short in order to meaningfully measure the current state of the company or to generate strategy-relevant recommendations from the results. That is why EUCUSA always tailors questionnaires individually to your goals.

A whiteboard with various post-its in an office

Ensuring measurement accuracy

Better significance through psychometrically validated scales

When it comes to surveys, EUCUSA uses a scale with six possible answers. This scale form has proven to be particularly valid and reliable through scientific research and many years of application practice. Psychometric validations were carried out between 2001 and 2006 by Claus C. Carbon at the University of Bamberg.

With Likert-type scales*, the fundamental question is whether an even or odd number of answer options is preferable. An odd number often results in a visual and psychological “middle”, which is chosen by respondents when the topic is less relevant to them or when there is no experience. An even number of categories, on the other hand, forces positioning and thus ensures more differentiated results.

This makes the answers more selective, which improves the validity and comparability of the survey results.

_{*Statements that respondents more or less strongly agree with or can reject on a given multi-level response scale.}

6 part scale vs 5 part scale infographic

Focus on relevance

More validity through direct importance query

In many surveys, the importance of individual aspects is calculated purely statistically. This requires large numbers of cases (at least around 300 completed questionnaires) in order to be able to make valid statements. For smaller units, models often use approximation methods – with the risk of results that are far removed from reality.

The EUCUSA method takes a different approach: Respondents actively select around a quarter of the aspects that they personally consider particularly important. This results in a valid ranking according to relevance – both for individual evaluation units and for the entire organization.

In combination with the approval ratings, the results can be presented in a portfolio of actions that remains comprehensible for all parties involved and is easy to record at the same time. In this way, clear priorities can be identified from simple survey data and measures can be easily derived.

Comparison provides clarity

Learn from the best – with internal and external benchmarking

EUCUSA questionnaires are always tailor-made – each organization receives its individual questionnaire. Comparisons within a company are possible at will: A common core questionnaire is often used, which enables internal benchmarking across various areas. In this way, managers can see at a glance where their department stands in relation to the strongest or most critical units – and learn specifically from the best.

We define areas flexibly: Each survey participant can be assigned to any department, location, hierarchical level or even thematic characteristics. This creates a differentiated picture that precisely reflects the structures of your organization.

Individual yet comparable:

Even though our questionnaires are individually adapted to our customers, this does not mean that an external comparison is therefore ruled out. At the aspect level, results can also be compared to other organizations. Based on several million data sets that have been collected in the EUCUSA database since 1998, external benchmarking is also possible and companies can classify their results in the spectrum from best-in-class to worst-in-class. In this way, managers recognize where they stand in comparison, learn from the best and set specific priorities – even in international rollouts.

Internal and external benchmarking slides

EUCUSA Methodology:
Identify strategic strengths and exploit potential