Respecting anonymity is key to winning trust

Few years ago when I was working in a KPO firm, I was asked to fill a survey form by one of the support teams. The objective of the form was to highlight the good and not-so-good aspects of the team, specifically the challenges faced by operations teams and the improvement areas. 

I was hesitant to fill the form as critical and honest feedback is not accepted well by most. However, when I was assured that it will be an anonymous feedback, I went ahead and shared my feedback in the form based on my hands-on experience working with that support team. To my surprise, a few days later one of the representatives of that support team connected with me and asked me to elaborate on the points I have mentioned in the form, possibly with actual examples. I realized that although my name was not mentioned while filling the form, they figured out it was me by checking the office location, my designation, and my tenure with the organization. I was quite shocked at this, as the point of submitting an honest feedback anonymously was lost. 


Image Courtesy: Google Images


Even now when I keep hearing incidents where an employee shares feedback or a complaint with a support team and later it turns against that very employee, it makes me feel that trust is a major issue in the corporate ecosystem today. What this also does is that employees stop highlighting genuine concerns as well, as they fear that eventually they might have to face the wrath from the people against whom they have complained or raised an issue. Until and unless people start respecting anonymity of feedback, concerns, or even suggestions in certain cases, the trust factor will continue to remain a grey area.
Location: JCPR+G48, Nazrul Islam Avenue, Kaikhali, North Dumdum, West Bengal 700052, India

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