3 examples of innovative employee listening
Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. From our latest research, 77% of employees wanted to give feedback more often than once a year.
However, HR leaders continue to struggle with how best to listen to their employees and take action to improve employee experience. Traditional mechanisms – e.g. annual surveys – have outlived their usefulness when it comes to turning feedback into action. And experience gaps emerge when HR teams don’t understand what their employees really want – either because they’re not gathering the right feedback, or not listening often enough.
Based on a few of our most interesting projects, here are 3 examples of EX leaders utilizing technology to listen to their employees in more effective ways and improve overall employee experience:
1. Giving every employee a voice – in a scalable way
Companies that want to make customer-centricity a part of their organization know it doesn’t happen overnight. It’s not a case of publishing CX principles, or by asking a few customer-centricity questions in the annual engagement survey. It’s something that really needs to live and breathe in the day-to-day environment.
We’re often asked by organizations how they can provide employees a way of giving feedback on their own terms – especially regarding topics that have no end-date, or so that employees can recommend new, better ways of serving customers.
We worked with one company to offer employees a portal through which they can share their ideas to improve a product or a customer experience.
And when they submit their ideas, it’s not just an open text box or an email into the abyss. Each employee is able to follow the progress of their idea and see how it’s acted on over time.
They can also vote or downvote their peers’ ideas, enabling the organization to see what employees’ main concerns are.
What makes it innovative?
- It makes every employee a part of customer-centricity – even those that don’t interact with customers directly
- Employees feel empowered to share their feedback…on their own terms, and when they’re interested in sharing it
- The organization is prepared to follow up on employee feedback using specific tracking features available with Qualtrics
- It democratizes data by allowing employees themselves to prioritize the changes they think will work best for customers
2. Using the intranet to meet employees in the moment
Intranets are something most of us deal with on a day-to-day basis. And many of us have spent too much time struggling to find the information we need.
We worked with one company that heard in its annual employee engagement survey that limited access to resources and the right information was really hindering employees’ productivity.
So they wanted to root cause those issues, at the point an employee is trying to search for something on their internet or access a specific resource. Instead of just using a point in time survey to gather feedback, this company used a Site Intercept.
In other words, there was a pop-up window when an employee had been on a page for a certain amount of time or been through a certain number of pages. And on that pop up were just a couple of very brief questions about whether or not they were able to find the resources that they needed. If not, the organization could take the feedback and make specific changes as to how their employee intranet is organized.
What makes it innovative?
- It’s easier to measure if investment in an intranet is having the desired effect or whether there remains work to be done
- You can close out a survey in a more helpful way – for example, instead of a generic “Thank you” companies can serve up relevant and helpful content based on responses
3. Gathering feedback at a time of upheaval and change
Mergers and acquisitions are a very heightened time of change, particularly for the company being acquired.
We worked with one company going through such a process. The acquired company had established an integration team to focus on the critical months post-acquisition and support the change management process. As part of its remit, it was tasked with measuring integration effectiveness and understanding the support that employees felt that they were getting.
We helped the company improve its own feedback process with other real-time triggered alerts. So when an employee completed a survey on the change process, if they used certain words in their open-text responses the integration team would get an alert. This meant the team was able to respond to issues faster, and didn’t have to crawl through thousands of responses manually.
What makes it innovative?
- Integration team can proactively manage issues and concerns during a heightened time of change
- Frees up the integration team to focus on what matters most to employees, based on their own feedback
- Enables a company to respond quickly to any issues instead of allowing problems to develop and escalate
- It’s a better experience for the people on the integrations team because they’re getting real time insights to maximize their effectiveness
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