How to understand every employee’s journey across all touchpoints
How employees evaluate their experience is a result of many touchpoints along a journey. Our 2022 Employee Experience Trends research shows a clear relationship between how employees evaluate their overall employee experience and how long they intend to stay at a company.
Understanding how employees think and feel about their jobs is increasingly vital to organizations facing high turnover, staffing shortages, and employee burnout.
According to our 2022 Employee Experience Trends research, whether employees’ experience meets or exceeds their expectations has a big impact on their intention to stay. For those who intend to stay for more than three years, 94% said their experience met or exceeded expectations, whereas for those who intend to stay for less than one year, only 54% said their experience met or exceeded expectations.
Career advancement and well-being are two significant drivers of intent to stay:
- 78% of employees who want to stay with their company for more than three years said they could meet their career goals, versus just 36% for those who intend to stay less than one year
- 84% of employees who want to stay within their company for more than three years said they feel positive about themselves, versus just 48% for those who intend to stay less than one year
We also found that technology experience has a big impact on someone’s engagement and intention to stay. Employees who say that their technology is enabling productivity are 158% more engaged and have 61% higher intent-to-stay beyond three years, compared to those who don’t.
Employee Journey Analytics helps organizations understand the journey of every employee
Over the last two years, many organizations have increased the frequency of employee listening and have added more emerging topics to their listening strategy (e.g., technology experience, remote work experience, and employee well-being). However, they still analyze feedback for the specific moment in time, never making the connection between these individual moments or trying to understand every employee's journey over time. As a result, organizations are missing the opportunity to pinpoint the moments that have the most impact on engagement or intent to stay.
Employee Experience ID (XiD) allows organizations to easily connect all the experience data for an individual over time, while preserving employee confidentiality.
Employee Journey Analytics is a new capability powered by Employee XiD. With experience data all mapped to an individual across the journey, including onboarding, promotion, life events, and more, Employee Journey Analytics allows you to understand how each touchpoint impact one another, and ultimately how they influence employees' engagement and retention later during their journey.
It can also signal trends and risks among groups of employees across different experiences, helping organizations to identify and take action on issues that impact employee retention, engagement, and productivity over time.
Our early customers have already found incredible insights using this feature. One customer tracks training effectiveness during onboarding for call center employees. With Employee Journey Analytics, they were able to connect the onboarding experience feedback data together with engagement data. They found that their call center employees’ training experience from day 30 to day 90 has a big impact on their intention to stay six-plus months down the road. This insight is powerful. If they can improve their training during the ramp-up phase, they can not only reduce time to productivity, but also lower employee turnover.
“Employee Journey Analytics, as part of our vision for Employee Experience ID, helps organizations understand the most important moments in an employee’s journey, so organizations can take precise action to improve the entire employee experience.”
- Jay Choi, Qualtrics EVP and Chief Product Officer, EmployeeXM
“The pressure is on for organizations looking to recruit and retain top talent. Every relationship is based on a series of experiences, and leaders who understand how employees’ journeys are impacted during their tenure will have a competitive advantage,” says Jay Choi, Qualtrics EVP and Chief Product Officer, EmployeeXM. “Employee Journey Analytics, as part of our vision for Employee Experience ID, helps organizations understand the most important moments in an employee’s journey, like onboarding, and how that has a direct impact on engagement and intent to stay so organizations can take precise action to improve the entire employee experience.”
The power of Employee XiD
Employee XiD brings together a rich set of data about an employee into a single profile, including experience data like responses to a pulse survey, demographic data like tenure and location, behavioral data like frequency of having off-hours meetings, operational data like training and performance history data, career preferences and aspirations, and more. And, it does this in a confidential, secure way.
It lights up new capabilities and use cases at both the organizational and individual level.
At the organizational level, you can analyze the relationship between multiple touchpoints using Employee Journey Analytics, which sheds light on which experiences are the most impactful. You can also easily create employee segments by using a combination of experience data, demographic data, behavioral data, and operational data.
For example, you could create a high-risk segment for female middle managers, defined by gender, job level, and whether they have responded negatively to well-being questions. Leaders or the HR team can reach out to this group (as long as the group size is higher than the confidentiality threshold) to understand what it takes to retain them.
At the individual level, certain data doesn’t need to be hidden from managers, and in fact can help managers better support the employees. For example, having a direct report’s career history, performance and training history, and peer feedback at the manager’s fingertips could support a great career development conversation.
With 28% of employees planning to quit within the next year, now’s the time to modernize your playbooks to keep employees satisfied in their roles and retain talent in a changing world of work.
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