Measurement is critical for improving Employee Experience.
Whilst measures such as eNPS can track overall trends, to make improvements you need to identify what changes are needed and where. To do this organizations need to capture and understand qualitative information that describes the experience. Quantitative survey data is an ineffective way of doing this - it is for this reason that the modern customer experience survey comprises of a single scale question - usually a Net Promoter Score - and a text question asking why they provided that response.
There are three key ways that employee experience should be measured:
- Close to the time when the experience occured: This usually is related to a key process and the request for the feedback is triggered automatically at a pre-defined stage
- At key stages in the employee experience: These stages are likely to include recruitment, after the first 90 days, after performance reviews, internal mobility and exit. Feedback requests are triggered by changes in the HR system data
- During a review of a particular process, technology or business change. These feedback requests will be defined as stages in the change project.
Workometry clients have used the tool for all 3 ways. Workometry has light-touch ways of triggering a request automatically triggered by data from another system. Alternatively the Single Sign On functionality can be used to distribute a common, process defined link and then using the SSO system to provide Workometry with the relevant employee details when they complete the survey.