Fresh Eyes on Employee Feedback
A few years back, when anyone talked about “feedback” it went without saying that “customer” was the implied descriptor to that term. Now, as enterprises begin to experience the value of collecting various types of feedback from employees, partners, and vendors they’re painting a much more comprehensive picture of how their brand, products, and services are really perceived — from different vantage points.
Of these various feedback channels, we’re seeing more customers using the Clicktools platform to drive employee engagement and satisfaction. Just today, working on an upcoming C3 presentation with one of our customers, I removed the word “customer” from his original session title because in fact they use Clicktools to do a fair share of internal surveying and “customer feedback” was too limiting a term.
It’s trending in our customer base and other progressive companies surely have a keen eye on developing a better employee experience, BUT many companies still aren’t doing it. According to IDC’s 2015 EXPERIENCES Survey, 69.4% of companies do not measure the employee experience, which is shocking when you consider that 81% of companies do measure customer experience.
Clicktools guest blogger and CX guru, Annette Franz, recently wrote: “I think one of the most disheartening things that I read – though I’m not surprised at all – is that 7 out of 10 companies don’t even measure employee engagement or the employee experience. (But then I also question what the other 3 are doing with what they heard!) That’s insane. It’s really important for companies to understand the impact the employee experience has on the customer experience, on the business, on business outcomes, and more.”
As Annette’s article, The Business Case for a Great Employee Experience, points out, there is mounting evidence that measuring and responding to employee feedback is critical to competing in today’s culture, where employees get approached daily by recruiters on LinkedIn and future hires are checking you out on Glassdoor, which unfortunately reports that the average employee rates their engagement level at a C+. In short, your employees aren’t necessarily happy AND they have options.
More companies are becoming aware that they should leverage employee feedback to retain talent, enhance the culture, and improve business outcomes, but the reality is that few actually are and even in a remarkably competitive environment to attract and keep top employees — satisfaction and engagement levels are surprisingly low.
So, let’s change that.
Take the first step to measure and respond to employee feedback with the same gusto you do for customers. It doesn’t have to be complex and in fact, that’s strongly discouraged.
Josh Bersin of Forbes points out that NPS, which was once strictly used in the context of customer feedback, is now being applied to determine employee promoters and detractors. He writes, “With one question (‘How well would you recommend this product to others?’) we can evaluate any product or service. In the case of the employee experience, vendors have created an eNPS (employee net promoter score) as a single measure. The eNPS simply asks ‘how well would you recommend this company to a friend?’”
In the spirit of NPS, we should all be reminded to keep employee feedback programs as simple and easy as possible. As Bersin puts it, “We don’t need to develop long surveys with long questions. Think about questions like ‘what was one thing that went well for you this week?’ or ‘what is one thing that wasted your time this week?’ These simple questions, asked regularly, help companies and managers gain immediate feedback and see trends.”
Talk to us about building your first employee satisfaction and engagement survey. The tools are right there; it’s just a new way of using your survey platform to listen and engage with a different audience — and the business results of doing so are equally compelling.