Glassdoor CEO advises 'embracing transparency' at work: 'People are hesitant to be straightforward'

Christian Sutherland-Wong, Glassdoor CEO, considers raw workplace feedback as a valuable present, even though it can be uncomfortable to receive negative feedback.

When people criticize us, it can be hurtful, but listening to their feedback can still teach us a lot, even if we don't follow their recommendations exactly, says Sutherland-Wong.

Glassdoor introduced its new initiative, Company Bowls, in July 2023. This feature adds a Reddit-style flair to Glassdoor's company review platform, allowing users to participate in online chat threads about their companies, known as "bowls."

According to Sutherland-Wong, Glassdoor's employees have quickly adopted the company bowls, using it frequently to connect with one another and directly raise concerns with management. Posting on the platform can be done with or without revealing one's name and position, although most individuals choose to post anonymously for a sense of safety. This has, in turn, democratized the company's decision-making process.

Glassdoor executives have found the unfiltered exchange of feedback helpful in monitoring their employees' true feelings.

Glassdoor's philosophy is to embrace transparency, as Sutherland Wong says, "I have had annual surveys at my fingertips every single day."

A culture of transparency in the workplace promotes raw feedback

Numerous prosperous business leaders appreciate candid feedback in the workplace. According to a recent interview with Make It, billionaire founder of Kind Snacks Daniel Lubetzky attributes his success to surrounding himself with individuals who can offer him unvarnished advice. Similarly, co-founder of Google Larry Page reportedly reacted positively to harsh negative feedback from an employee.

To foster an open and honest work environment, employers must first cultivate a company culture that prioritizes transparency, which Sutherland-Wong believes can only be achieved through personal commitment to transparency.

A political environment is created where people will avoid telling the truth if a culture of keeping things hidden and not being direct in operations is prevalent.

By responding to all reviews on Glassdoor, he demonstrates transparency and makes people feel heard. Even if he maintains his initial decision, people still respect him for taking their criticism seriously.

If we're not quiet on issues and show that we are listening and not defensive about the conversation being brought up in the company, it will make the broader leadership team respect us more, says Sutherland-Wong.

How you respond to feedback is important

Responding to criticism can be challenging. Despite the importance of acknowledging every piece of feedback, not all responses will be positive.

Sutherland-Wong acknowledges feedback and assesses whether it is a chorus or a few loud voices. He gets insights from people he works with and determines if the criticism is shared by a large group. If it is not, he does not take the advice. He advises being thick-skinned and not pleasing everyone.

If a lot of people in the company share the same sentiment, it is crucial to address the problem promptly. Sutherland-Wong believes that the company's bowl initiative has given him the ability to do so.

Glassdoor implemented changes to their compensation pay bands a year ago, based on market base pay in employees' locations. However, with the shift to a virtual format, they faced unexpected resistance to their company bowl.

Sutherland-Wong states that the executive team made changes to the policy due to criticism received. By promptly receiving anonymous feedback with each tweak, they were able to resolve the issue more quickly than if they had allowed employee resentment to build up.

In a typical office setting, individuals are hesitant to express their thoughts directly due to potential consequences, so they communicate in a roundabout manner or discuss matters privately with colleagues, resulting in a slower dissemination of information to executives. In contrast, the feedback provided here was immediate, allowing for a more expedited resolution and progress.

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