Most organisations survey their employees, understanding how engaged they are and how likely they are to recommend working there. Whilst these surveys may be useful, they provide a very narrow view of the employee experience. Employee surveys suffer from the same challenges and more of any other survey:
- Data only represents one moment in-time
- Availability bias from respondents thinking of only recent events
- Potentially gamed results — people telling you what they think you want to hear rather than what they really think
- Often, results do not reflect actual employee behaviour
The employee experience is one of the key drivers of the customer experience so we need stronger insight. As with customer research the key is to go beyond what employees say and discover how they feel and what they do. We use biometric devices to understand the front line customer interaction as well as ongoing measurement of the overall employee experience. Combined with a more frequent employee insight program you have the deepest understanding of your most important resource – your people.
Focus on leadership as well
Rather than just focus on employee engagement, it is important to understand leadership engagement with employees and customers. Our insights seek to understand how engaged the leadership teams are in customer and employee experience. This is about how leaders act and what they do – not just what they say. It’s easy for leaders to say they are customer focused in a survey, but this often hides the actual experience of the employees.