Jul 9, 2025
Author: Ron Daniel
How To Respond To Employee Feedback During A Crisis
Learn how to effectively respond to employee feedback during a crisis to build trust and maintain engagement in your team.
Let me tell you about a moment that hit me like a ton of bricks. It was early 2020, and the world felt like it was spinning off its axis. Our team at Pebb was navigating the chaos of a global crisis, and while we were scrambling to keep things moving, the real wake-up call came from our employees. Feedback started pouring in - concerns, frustrations, ideas - and it wasn’t just noise. It was a lifeline. It showed us exactly where we were falling short and what needed to change.
Here’s the thing: in times of uncertainty, feedback isn’t just helpful - it’s the heartbeat of your team. Ignore it, and you risk losing not just productivity but trust. And trust? That’s the glue that holds everything together. The numbers back this up: 74% of employees say they’d rather work for a trusted employer, and those who feel heard are 4x more likely to stick around. When every decision feels high-stakes, listening to your team can make or break your ability to move forward.
So, how do you actually respond to feedback in a way that keeps your team engaged and your business moving? I’ll walk you through what we’ve learned at Pebb - from setting up real-time feedback channels to acting on input quickly and transparently. Let’s dive in and break it down step by step.
How To Manage Crisis At Work
Setting Up Real-Time Feedback Channels
When a crisis strikes, the usual feedback methods often fall short. Traditional surveys and reviews take too long, and by the time you get the results, the situation may have already shifted. What you need in these moments is a system that works right now - quick, accessible, and designed to encourage people to speak up when it matters most. The secret? Establishing channels that capture immediate feedback and empower everyone to share their concerns without hesitation.
Using Technology to Collect Feedback
Let me share how we approach this at Pebb. We’ve built our tools to shine in those critical moments when every voice matters. For instance, our group chats make it easy for teams to raise concerns instantly, while our news feed acts as a central hub where leadership can post updates and employees can respond in real time. Unlike platforms like Slack or Teams, which focus mostly on work chat, Pebb is designed to handle both urgent conversations and deeper feedback collection seamlessly during a crisis.
One of my favorite tools for quick insights is the pulse survey. It’s a game-changer. Instead of waiting weeks for detailed reports, you can send out a short 3–5 question survey and gather responses in just a few hours. It’s fast, efficient, and gives you a clear snapshot of team sentiment. Pair that with regular one-on-one check-ins, and you’ve got a powerful combination for staying ahead of your team’s needs. During particularly turbulent times, we’ve even increased check-ins to daily, and the results have been eye-opening.
Another standout feature we rely on is our private clubs. These are tailored spaces where specific groups - like frontline workers or remote office teams - can share feedback relevant to their unique challenges. In a crisis, not everyone faces the same struggles, and private clubs ensure every voice is heard while keeping the entire organization connected.
Building a Safe Feedback Environment
Here’s something I’ve learned: people are only willing to share honest feedback if they feel safe doing so. When fear and uncertainty are in the air, psychological safety becomes non-negotiable. Sandra Hoffmann puts it perfectly:
Leaders can cultivate safety by fostering transparency, actively listening without judgment, and encouraging anonymous feedback. Modeling vulnerability and empathy reduces fear, while consistent communication clarifies uncertainties. Protect against retaliation, act on input to build trust, and validate contributions to reinforce that every voice matters in navigating challenges together.
I’ve seen this play out firsthand. When leaders openly admit they don’t have all the answers, it creates a ripple effect of honesty throughout the team. It’s not about having all the solutions - it’s about showing you’re human, too. And let’s be real, not every piece of feedback will be easy to hear. That’s why training managers to listen without defensiveness and respond with empathy is so critical.
At Pebb, we’ve made consistent communication a cornerstone of our approach. Employees need to know they’ll get regular updates and that their concerns will be addressed. Our calendar and events features make scheduling check-ins simple, while our knowledge library ensures everyone has access to the latest information as the situation evolves. When communication is clear and predictable, people are far more likely to open up.
Protecting Employee Privacy and Confidentiality
Let’s talk about privacy, because it’s a big deal - especially during a crisis. If employees don’t feel safe sharing their thoughts, they won’t speak up. That’s why anonymous feedback options are a must. At Pebb, we’ve made sure our platform allows employees to share concerns without revealing their identity. But here’s the thing: anonymity alone isn’t enough. You’ve got to go a step further and reassure your team about confidentiality from the start.
In my experience, being upfront about why you’re asking for feedback and how you plan to use it makes all the difference. Whether someone prefers typing out their thoughts, hopping on a quick video call, or submitting feedback anonymously, your system needs to accommodate them. And once you’ve gathered the input, don’t just sit on it - act on it. Share aggregate results with your team, explain the steps you’re taking based on their feedback, and close the loop by showing how their input has led to real changes.
Here’s what research tells us: employees feel their feedback matters when they see the results and know what’s being done about it. When you’re transparent about the process and show that their voices are driving meaningful action, you not only build trust - you create a culture of open, ongoing communication. And in a crisis, that’s priceless.
How to Respond to Feedback with Transparency
Once you've set up secure feedback channels, the real work begins - addressing that feedback openly and honestly. At Pebb, we've learned that acknowledging feedback promptly is crucial for maintaining trust, especially during challenging times. Silence can erode morale faster than you’d think, so responding with clarity, speed, and genuine care is non-negotiable.
Responding to Feedback Quickly
Timing is everything. When employees voice concerns, a quick response can make all the difference. Studies suggest that during a crisis, companies should acknowledge the situation within 15 minutes, provide more details within an hour, and be ready for broader communication within 90 minutes. That initial acknowledgment, even if brief, sets the tone for how you'll handle the situation.
At Pebb, we live by a simple rule: respond to feedback within 24 hours. Whether it's through group chats, private messages, or updates on our news feed, a quick acknowledgment shows employees their concerns are being taken seriously. Even if we don’t have all the answers yet, a message like, “We’ve received your feedback about remote work challenges and are actively reviewing options,” goes a long way in building trust.
Our notification system has been a game-changer here, ensuring that leadership stays on top of feedback from every corner of the company. The key is to meet people where they are - whether it’s in a private message or a team-wide update.
Sharing Clear Updates with Your Team
Transparency thrives on regular, fact-based communication. As Paul Barton wisely puts it:
Employee communications are at the heart of every company's success. Most certainly, they stay at the heart of any crisis recovery. Internal communication is the little strand that holds everybody together when everything else seems to be falling apart.
During tough times, our news feed becomes the hub for all updates. We use it to share what feedback has come in, what actions are being taken, and how progress is shaping up. Consistency is key - regular updates not only keep everyone informed but also prevent rumors from spreading. For instance, scheduling updates every Tuesday at 2:00 PM has helped us create a rhythm that employees can count on.
And here's the thing - transparency isn’t about having all the answers right away. It’s about sharing what you know, what you’re working on, and when you expect to have more information. This level of openness helps employees feel included and builds credibility, even when the path forward isn’t entirely clear.
Showing Empathy in Your Responses
Let’s face it: during a crisis, people don’t just want solutions - they need to feel heard and understood. Empathy isn’t just a buzzword; it’s a critical part of leadership. Maria Ross, author of The Empathy Dilemma, explains it perfectly:
Empathy helps leaders inspire people to aim higher while making sure they feel supported along the way. It's not just about being nice - it's about achieving results through connection.
When responding to feedback, start by acknowledging emotions before diving into solutions. For example, instead of saying, “We’re working on updating the remote work policy,” you could say, “I understand how frustrating the current remote work situation must be for you and your family. We’re actively working on a solution and will provide more details by Friday.” That small shift in tone can make a big difference.
Active listening is another essential part of empathy. Sometimes, it’s not just what employees say but what they don’t say that matters. A drop in engagement or a change in behavior can signal someone is struggling, even if they insist they’re “fine.” At Pebb, we use tools like our employee directory and activity tracker to identify these patterns and reach out proactively.
Empathy also means owning up to mistakes. If a decision based on feedback doesn’t work out, admit it. If a policy change causes unintended stress, acknowledge it and take corrective action. This kind of honesty not only strengthens trust but also reinforces the idea that feedback truly matters in shaping the company’s direction.
Turning Feedback into Action
Let me tell you, one of the biggest lessons we’ve learned at Pebb is that listening to feedback is only half the battle - it’s what you do with it that really matters. If there’s a gap between hearing employees out and actually taking action, trust erodes quickly. And the numbers don’t lie: 60% of U.S. employees say they have a way to share feedback about their experience, but only 30% feel their input leads to action. Even more striking, employees are four times more likely to stick around when they see their feedback making a difference.
But here’s the thing: slow responses can make feedback feel like a checkbox exercise. On the flip side, acting quickly without a clear plan can create chaos, especially during high-stakes situations. It’s a balancing act, but one worth mastering.
Turning Feedback into Actionable Steps
At Pebb, we’ve developed a simple system to make feedback manageable and actionable. We categorize everything into critical, high, medium, and low priority. Whether it’s a private message or a comment on our news feed, each piece of feedback gets tagged and sorted right away. Using analytics tools, we can quickly identify recurring themes instead of getting bogged down by isolated complaints. This approach has been a game-changer for addressing systemic issues that impact multiple employees.
Think of feedback as data. By grouping similar concerns, we can spot trends and turn those insights into concrete action items. Our task management system assigns owners and deadlines to these items, ensuring nothing falls through the cracks.
Collaborating for Quick Decisions
Once we’ve translated feedback into actionable steps, the next challenge is execution. And let me tell you, collaboration is the secret sauce here. During a crisis, quick decisions are critical, but they only work when everyone’s on the same page. We’ve noticed that teams with managers who respond to employee input see 30% lower turnover rates and a 24% boost in employees speaking up.
Here’s a real-world example: when a supply chain issue disrupted our ability to deliver remote work equipment, HR, IT, and operations leaders jumped into action. Within hours, they had a plan in place. That kind of responsiveness builds trust.
We also follow a simple formula: pick one issue, take two meaningful actions, and check progress three times. It keeps us focused and ensures we’re actually moving the needle. Plus, we use our task management tools to track these commitments and keep employees updated through our news feed. Even when we can’t act on every suggestion, explaining the decision-making process helps employees feel heard and valued.
Keeping the Momentum After the Crisis
Here’s something I’ve learned the hard way: the work doesn’t end when the crisis does. Many companies drop the ball by assuming everything’s fine once things settle down. But if you want to keep building trust, you’ve got to keep the feedback loop alive.
Our private clubs feature has been a lifesaver for this. These dedicated spaces let employees continue discussing changes and sharing what’s working (or not). It’s not just about venting - it’s about refining solutions together.
We also use our news feed to share updates on long-term projects that started during a crisis. For example, after tackling work-life balance concerns during a particularly stressful period, we rolled out a quarterly wellness check-in program. Months later, we’re still gathering feedback and tweaking it to make it better.
Another tool that’s been invaluable is our employee directory. It helps us identify team members who might need extra support as we transition out of crisis mode. Not everyone is vocal about their struggles, so tracking engagement patterns with analytics allows us to reach out proactively.
At the end of the day, we’ve discovered that feedback isn’t a one-and-done project - it’s an ongoing pulse. It’s not about solving every problem perfectly. It’s about showing employees that their voices matter and that their input is shaping the company’s future, even long after the dust has settled.
Measuring Results and Making Improvements
Here’s the thing about crises - they’re tough, but they’re also where the real growth happens. At Pebb, we treat the post-crisis phase as a golden opportunity to strengthen our feedback systems and prepare for the next curveball. And the numbers don’t lie: back in 2018, 59% of HR executives admitted their organizations either did nothing or only took minimal action based on employee engagement surveys. Fast forward to July during the COVID-19 pandemic, and employee engagement hit an all-time high of 40%. So, how do we capture and build on these insights? It all starts with streamlined post-crisis surveys.
Running Post-Crisis Surveys
After every crisis, we roll out a quick survey that hones in on three essential questions:
What went well during the crisis?
What didn’t work?
What would you change next time?
Why keep it short? Because research shows that 20% of people abandon surveys if they take more than seven minutes to complete. Jenny Voigt, SHRM-CP and Senior HR Generalist at Amplify Credit Union, puts it perfectly:
"Don’t ask every question under the sun. This is truly a case where fewer, focused questions give you more than asking every question in the book."
Before diving into the survey results, we also do a baseline analysis. We ask our team whether the crisis plan was helpful, which communication channels stood out, and how others in our industry tackled similar challenges. To encourage honest feedback, we make our surveys anonymous. One tool we’ve found incredibly effective is our private clubs feature, which creates a secure space for employees to openly critique leadership decisions and communication strategies. Once the data is in, we don’t let it gather dust - we share the findings with everyone involved.
Sharing Results and Closing the Loop
Now, here’s a crucial step: within two weeks of collecting feedback, we publish detailed reports through our news feed. These reports cover the good, the bad, and the lessons we’re taking forward.
"Nothing kills engagement like asking for an opinion and then not acknowledging the response with action." - Jenny Voigt, SHRM-CP, Senior HR Generalist at Amplify Credit Union
We don’t just highlight what worked; we also shine a light on those accidental wins that might reveal gaps in our planning. Metrics like "Time to Initial Response", communication satisfaction scores, and crisis resolution times help us measure how effectively we handled the situation. Transparency is key here - it’s about showing the team that their input isn’t just heard; it actively shapes our next steps.
Planning for Future Improvements
Once the immediate dust settles, it’s time to dig deeper. We take what we’ve learned and turn it into actionable improvements. Every quarter, we revisit and refine our crisis management plan, ensuring it evolves based on measurable outcomes. Using our task management system, we assign clear ownership and deadlines to specific initiatives, so nothing falls through the cracks.
We also run crisis simulations to test our readiness. These drills help us measure how individual employees respond and identify areas where we can improve. One metric we focus on is "operational recovery time" - basically, how quickly we can get back to business as usual after a crisis. This helps us pinpoint bottlenecks and streamline our recovery process.
The truth is, crisis response isn’t a one-and-done thing. It’s an ongoing effort that requires constant tweaking. By analyzing patterns across multiple crises and sharing updates on how employee feedback has influenced our practices, we’re not just improving - we’re building trust. And that trust? It’s what keeps our team engaged and ready for whatever comes next.
Conclusion: Building Trust Through Better Feedback Management
At Pebb, we've been through our fair share of challenges, and if there's one thing we've learned, it's this: managing feedback effectively can change everything. The numbers don't lie - companies with strong leadership during tough times saw a 60% boost in employee trust, compared to those with weaker leadership. That’s not just a feel-good stat; it’s a clear sign that how you handle feedback during a crisis can define your company's trajectory.
Consider this: 45% of employees say that a lack of confidence in leadership is the biggest obstacle affecting their performance. We’ve seen it firsthand. Even during our most difficult moments, focusing on feedback and acting on it helped us significantly improve team engagement scores. It’s not magic - it’s about consistency and follow-through.
Mike Robbins, a speaker at Workhuman Live 2024 & 2025, summed it up perfectly:
"When things are stressful and uncertain, folks tend to assume the worst possible scenarios in their minds – 'the business is going to go under, I'm going to lose my job, me and my family are going to get sick, the world is going to come to an end, etc.' And while you may not be able to guarantee much of anything at the moment, what you can do is communicate what you do know and how you are truly feeling with those around you. The more openly you communicate, the less likely people on your team are to make up stuff that is unproductive and unhealthy."
The data backs this up: 91% of employees value open, honest communication during uncertain times, and 81% believe it’s essential for building trust with their leaders. At Pebb, we leaned into this approach. By sharing what we knew - no matter how incomplete - and acknowledging the unknowns, we saw a dramatic rise in our team's confidence in leadership. This kind of transparency doesn’t just build trust; it transforms how teams perform.
But trust goes beyond just talking. It’s about showing employees they matter. We started treating our team like true stakeholders - holding regular town halls, offering clear guidance, and involving them in key decisions. The result? A foundation of trust that can weather any storm. And it’s not just about feeling good - organizations with higher employee engagement see 17% better productivity and 21% higher profitability.
When employees see their feedback leading to real change, when they feel heard and valued, something incredible happens. Teams with high trust levels experience 50% less turnover and become far more engaged. They stop being bystanders and start becoming active problem-solvers.
This is why we designed Pebb’s platform to prioritize transparency and connection. Our free Standard plan supports up to 1,000 employees, offering open communication channels. For those needing deeper insights, our Premium plan - at just $4 per user per month - provides advanced analytics and integrations to measure feedback more effectively.
Here’s the bottom line: managing feedback during a crisis isn’t a one-and-done task. It’s an ongoing commitment. Each piece of feedback you gather, every transparent response you share, and every action you take strengthens the trust that will guide your organization through whatever comes next. And when 60% of employees say they feel more motivated working for a transparent company, that trust isn’t just a nice-to-have - it’s your edge. By turning feedback into action, you’re not just surviving the storm; you’re setting the stage for long-term success.
FAQs
How do real-time feedback channels help keep employees engaged during a crisis?
When a crisis hits, having real-time feedback channels in place can make all the difference. They allow employees and leadership to communicate instantly, which helps clear up confusion, address issues before they spiral, and build trust when it's needed most. By giving employees a way to share their concerns and acting on them quickly, companies can keep morale steady and engagement levels high - even when things get tough.
This is where tools like Pebb shine. It’s an all-in-one communication hub that brings together real-time chats, group discussions, and news feeds in one easy-to-use platform. And here’s the kicker: Pebb does all this for just $4 per user. Compared to pricier options like Slack or Teams, it’s a budget-friendly way to ensure everyone - from the office to the frontlines - stays connected and in the loop during critical moments.
How can leaders create a safe environment for employee feedback during a crisis?
Creating a safe space for employee feedback during a crisis isn’t just a nice-to-have - it’s a must. As leaders, we need to focus on open communication and building trust to make this happen. One way we do this at Pebb.io is by encouraging regular check-ins where team members can share their thoughts openly. For those who might feel hesitant, anonymous feedback channels can work wonders. It’s all about making sure everyone feels like their voice matters.
Empathy plays a huge role here. Acknowledging the uncertainty and being transparent about the challenges we’re facing shows employees that we’re not just listening - we’re truly hearing them. And let’s be real, showing a little vulnerability as a leader goes a long way. Admitting when you’ve made a mistake and treating all feedback with respect sets the tone for an environment where people feel safe to speak up.
We’ve also found that training managers on psychological safety is a game-changer. When managers know how to create a judgment-free zone, employees are much more likely to share their ideas and concerns. Tools like Pebb make this even easier. With features like anonymous feedback, team chats, and knowledge-sharing hubs, we’ve been able to keep communication flowing smoothly for everyone - whether they’re on the frontlines or in the office.
How can businesses effectively act on employee feedback during a crisis?
When a crisis hits, acting on employee feedback isn’t just a nice-to-have - it’s a must. The key is to focus on transparency, speed, and teamwork. Here’s how we approach it at Pebb.io.
First, we dig into the feedback to uncover recurring themes. Not every comment will lead to action, but by zeroing in on the areas that can make the biggest difference, we can direct our energy where it counts. From there, it’s all about crafting a clear game plan: who’s responsible for what, when it’s happening, and how we’ll measure success. Accountability isn’t optional - it’s how we stay on track.
But here’s the thing: none of this works without a culture that actually welcomes feedback. That means opening up multiple ways for employees to share their thoughts. In our case, we lean on tools like Pebb, which makes it easy to connect through group chats, news feeds, and quick surveys. These tools don’t just gather input - they make people feel like their voices matter.
Speed is another big piece of the puzzle. If employees see their feedback gathering dust, trust takes a hit. That’s why we act quickly and keep everyone in the loop about what’s happening. Whether it’s through updates in a team chat or a quick post in the news feed, letting people know their input is driving real change keeps morale up - even when times are tough.
