As if by magic, the relationship between Employee Experience (EX) and customer experience (CX) is a hot topic within UK ITSM, seen as a tangible driving factor for continual service improvement amongst large organisations wishing to measure internal services management.
Ultimately, employees represent the companies they work for so it’s not rocket science that proactive measurement of their satisfaction against internal services will, over time, filter down to the customers they serve, for better or worse.
Deck out the offices in soothing yellows, buy some plants, install an espresso machine, provide a table tennis table and hey presto, we have happy employees! If only it were so simple.
Our webinar last week to over 30 large enterprises, MSPs and SIs has created a buzz in terms of how important proper measurement of employee happiness has an impact not only on how companies perform, but accurately measures the financial impact of lost work time against internal services, pinpointing where improvements can be made and equally where successes are achieved.
The development and benchmarking of internal services assists the provider of those services, whether internal or outsourced, to work towards a common goal, allowing the support personnel to actively learn and improve from employee feedback.
We must learn from the consumer world how we utilise feedback and importantly how we can increase response rates. HappyNow is currently utilised by over 250,000 employees with the lowest company response rate 29% and the highest 65%. Research results show average UK employee response rates to satisfaction surveys lie between 10% and 25%. Why? It’s either too time consuming, too complicated or simply not worth doing. Nothing will be done with the metrics anyway. Sadly, this is all too true.
Accurately measuring meaningful employee experience metrics must surely be a central tenet to internal service integration and management and key to the continual service improvements we promise to customers.
Come and see us at Stand 1 at ITSM16, Sofitel Heathrow, November 21/22
To view our webinar please visit http://happynowltd.com/2016/11/03/coming-nov-3rd-webinar-employee-experience-as-driving-factor-for-service-improvement/
Our next webinar Motivating Service Agents to Create An Improved Employee Experience will be announced shortly.