Choosing a 360 degree feedback solution can feel overwhelming, especially when most suppliers appear similar on the surface. But once you get into the details, the differences between suppliers become much clearer.
Whether you're introducing 360 feedback for the first time or reviewing your current approach, this guide is designed to help you evaluate potential tools and partners based on what really matters. From usability and security to questionnaire design and support, it covers the key factors HR professionals and decision-makers should consider before investing.
What to look for in a 360 feedback provider
- Credibility: Start by examining the provider’s pedigree. How long have they been in the market? Who are their existing customers? Are they trusted by organisations like yours? Credibility speaks volumes about a provider’s ability to deliver lasting value
- Service model: Managed vs Self-Managed: Do you need a fully managed 360 feedback service where everything is taken care of for you, or are you looking for a self-managed platform that your internal team will run? Some suppliers specialise in one or the other. ensure their model aligns with your internal resources and capabilities
- Usability of the 360 feedback platform: A system that is simple and intuitive makes a huge difference. Look for:
- Clean user interfaces
- Mobile-friendly design
- Single sign-on access
- Immediate, 24/7 support where required
The user experience should be seamless for both participants and administrators.
- Customisation and flexibility: True flexibility allows the system to work for your process, not the other way around. Key areas to assess include:
- The ability to tailor user journeys
- Bespoke questionnaires and rating scales
- Branding and tone of voice in messaging and experience
- Control over the number and timing of automated reminders
- 360 feedback questionnaire design: Off-the-shelf questionnaires have had their day. For 360 feedback to add real value, the questionnaire must be fit for purpose by aligning it to your organisation’s language, values, and behavioural frameworks
- Support and guidance: Support is often the differentiator between a good and a poor 360 experience. Consider:
- Strategic input to ensure the process delivers on your objectives
- Day-to-day admin support that takes the burden off your team
- Responsiveness and availability when you need help most
- Reporting capabilities: Will the platform provide the types of reports you need? Look for:
- Clear, well-structured individual reports
- Group and themed reports to support talent and organisational development
- Transparent report pricing: Compare providers on the true, summative cost per person. Ensure you understand what is, and isn’t included in the headline price
- Optional coaching and facilitation services: Does the provider offer additional support such as:
- One-to-one coaching?
- Train-the-coach workshops?
- Facilitation of feedback conversations?
These services can be critical in turning insights into meaningful development.
- Data security and compliance: With the sensitivity of personal feedback data, robust security is non-negotiable. Look for details on:
- Hosting infrastructure
- Data backup protocols
- Encryption standards
Ensure their IT security aligns with your own internal standards and GDPR(UK)
A recommended resource
If you've been tasked with selecting the right 360 feedback partner for your organisation, our guide – “The HR Professional’s Guide to Purchasing 360 Feedback Services” is essential reading. It expands on each of these points and helps you make a well-informed, confident decision.
