How to Analyze Employee Feedback and Improve Open Enrollment
March 28, 2025
Open Enrollment (OE) is one of the most critical events in an HR team’s calendar. But once it’s over, the work isn’t done. The real opportunity for growth comes from reflecting on the experience, gathering feedback, and using those insights to improve future enrollment periods.
Employee feedback is a goldmine of information—it tells you what’s working, what’s confusing, and where employees need more support. But collecting feedback is just the first step. The real impact comes from analyzing responses and taking action.
By implementing a structured Post-OE Feedback Survey, HR teams can capture employees’ honest opinions on their experience. If you’ve already collected responses, the next step is to organize the data:
Quantitative Responses:
Ratings on clarity of communication, ease of the platform, confidence in decision-making, etc.
Qualitative Responses:
Open-ended comments about what was helpful, what could improve, and what employees wish they had.
Key Question: What are the patterns in the feedback?
Look for common themes across responses. Are employees struggling with technology? Do they find the benefits explanations unclear? Are they satisfied with their choices? Identifying patterns will help prioritize improvements.
Step 2: Evaluate the Enrollment Experience
What employees are saying:
“The process was smooth and easy to complete.”
“I felt overwhelmed by all the options and wasn’t sure what to pick.”
“I had trouble accessing the system on my phone.”
How to interpret it:
High ratings (4–5) indicate a well-run OE, while lower ratings (1–3) suggest pain points.
If multiple employees mention confusion or difficulty, it’s a sign that the process needs simplification or additional support.
Technical issues with the enrollment platform could indicate a need for better training or an upgrade in user experience.
Step 3: Assess Communication Effectiveness
What employees are saying:
“The emails were clear and helped me prepare.”
“I wish there were more reminders before the deadline.”
“Webinars were great, but I didn’t have time to attend.”
How to interpret it:
Employees who rate communication as “unclear” may need simpler messaging with actionable next steps.
If employees are missing deadlines, consider increasing frequency of reminders or using multiple communication channels (email, text, intranet posts, etc.).
If engagement with webinars is low, offering on-demand recordings could help employees access information at their convenience.
Step 4: Analyze the Platform & Tools
What employees are saying:
“The platform was intuitive and easy to use.”
“I had trouble finding certain documents.”
“It was hard to compare different plan options.”
How to interpret it:
High scores on ease of use suggest the platform is effective, but any confusion around navigation or missing resources signals a need for better UX design or user training.
Employees who struggle to compare plans may benefit from additional decision-support tools, such as an AI chatbot, plan comparison charts, or more interactive guides.
Step 5: Measure Benefits Satisfaction
What employees are saying:
“I’m happy with my benefits and feel confident in my choices.”
“I wish there were more mental health coverage options.”
“I didn’t understand how to maximize my HSA benefits.”
How to interpret it:
High satisfaction means benefits are well-aligned with employee needs, while lower ratings suggest gaps in offerings or a lack of clarity.
If employees request specific benefits, consider working with providers to expand offerings or improving education around existing options.
Uncertainty about HSAs, FSAs, or other voluntary benefits could indicate a need for additional guidance through infographics, video explainers, or Q&A sessions.
Step 6: Turn Insights into Action
Feedback is only valuable if it leads to change. After analyzing responses, create an action plan to address key areas for improvement:
✅ Streamline Communication: Ensure messaging is clear, concise, and delivered through multiple channels.
✅ Improve the Enrollment Experience: Address pain points in the platform and offer better decision-support tools.
✅ Enhance Benefits Education: Provide more resources to help employees understand and maximize their benefits.
✅ Refine Benefits Offerings: Consider adjusting plans based on employee needs and trends.
Step 7: Communicate Back to Employees
Let employees know their feedback is valued! Share a follow-up message summarizing key takeaways and outlining improvements being made for next year. This reinforces trust and encourages continued participation in feedback efforts.
Moving Forward
By analyzing OE feedback strategically, HR teams can create a more seamless, engaging, and effective benefits enrollment process. Employees who feel heard and supported will be more confident in their choices—leading to higher satisfaction and reduced administrative headaches.
