Tieto’s ICT department wanted to know how their employees actually feel about their services, starting from one of their most used web application – time reporting system. Together we harnessed HappyFeedback module, which is an in-application survey tool, connected to HappySignals Analytics Cloud service. Here is the story.
28% of people who filled their timecards, gave their opinion.
HappyFeedback is an in-application survey module, that can gather feedback from employees while/after they complete a task inside the tool you want to gather feedback from.
Tieto placed this module in one of their most used tool, MyTime. This is actually a custom web application Tieto has built on top of Oracle ERP and is one of the best one’s we have ever seen. MyTime gets thousands of daily users, but IT didn’t really know where they should focus their user experience development efforts next.
Survey ran as pilot for 3 weeks, during the first two days they gathered 2327 individual feedbacks, with a 28% response rate, which was unheard of at Tieto. After 3 weeks they had reached 30% of their whole workforce, 4210 responses, which is strong enough figure to base meaningful decisions on.
What was interesting was how people were really keen on giving more than just the NPS scoring. Graph below illustrates the numbers.
“We received excellent feedback from our users and were able to improve the service based on that” says Kaisa Nummela, User Experience Manager from Tieto. First improvements were implemented within two weeks from the start of the survey, showing Tieto’s employees that they will act when users let them know where to improve.
Tieto aims to become customers’ first choice for business renewal as the leading Nordic software and services company.
In a rapidly changing world, every bit of information can be used to provide new value. Tieto aims to capture the significant opportunities of the data-driven world and turn them into lifelong value for people, business and society. Having a strong role in the ecosystems, we use our software and services capabilities to create tools and services that simplify everyday life of millions of people; to help our customers renew their businesses by capturing the opportunities of modernization, digitalization and innovation and to foster new opportunities based on openness, co-innovation and ecosystems.