How to Enhance and Measure Employee Experience while Improving Customer Experience

How to Enhance and Measure Employee Experience while Improving Customer Experience

Unhappy employees tend to be disengaged, unmotivated and struggle with productivity. This can cause a domino effect for the workplace and business, hindering the bottom line and employee morale.  

Stakeholders and customers can feel the impact of dissatisfaction among workers. Communication and quality of service can deteriorate if there’s a toxic atmosphere and/or the company fails to meet the needs of its staff. 

Employee experience includes all interactions, activities and opportunities hires have in an organisation from the day they join the team until their tenure ends. It represents the overall journey a staff member goes through while working in a company and it affects the feelings and perceptions they form about the people they interact with and the workplace.   

Because of that, it has the power to make or break business success, attract new talents, and deter potential clients. Yet, many HR leaders place customer experience as their priority without realising its unbreakable connection with the employee experience. 

How Customer and Employee Experiences are Intertwined

Investment in employee learning, development and engagement is an indirect message from leadership that they care. Nowadays, no worker is excited about dedicating hours of their life working in a company that places no importance on their well-being.  

It is unlikely that ever was the case. - But in the post-pandemic era, people want to feel respected and safe. Otherwise, they will probably leave as soon as they find a better opportunity.  

Business leaders and HR professionals can leverage various tools and programs to improve employee experiences, such as smooth onboarding, well-being programs and career opportunities. In the process, they feed the development of positive perceptions workers have of their employers.  

Furthermore, these hires become more engaged, efficient and productive due to an intrinsic motivation to perform their activities with excellence. As a result, employee engagement can increase customer ratings by ten per cent and boost profitability by 21 per cent.  

This correlation should not be a surprise. – People with stellar employee experience become more engaged in their jobs. Hence, these workers are likelier to be more involved in solving customer issues and meeting their needs.  

Thanks to that, clients encounter friendly and attentive customer service, resulting in their loyalty and positive word of mouth marketing. That’s critical in the post-COVID era. – Over 58 per cent of customers said they care more about customer experience when deciding which companies to support and buy from than they did before the pandemic.  

Moreover, 80 per cent believes their experience is as significant as the product or service they’re purchasing. Customers also say that when a company treats them well, that raises their expectations for other organisations and industries.  

That means that when employers build a positive employee experience, they’re also opening the path to a better customer experience. Workers who are happy in their workplaces will be willing to hear out their customers, bond with them and emit positive energy.  

But how do you know if your company is providing a good employee experience? 

The Paramount Importance of Measuring Employee Experience

According to the 2019 Gartner report, only 13 per cent of workers are highly satisfied with their work experiences. Even though this is discouraging information, knowing it’s the first step toward improving this reality.  

It could be challenging to address the difficulties if you don’t know employee sentiments. Without this knowledge, you’d be roaming in the dark and potentially, repeating the same mistakes.  

Measuring employee experience is critical.  An absence of this means you don’t know if the direction you took is the right one or whether your teams are satisfied. The lack of this information can affect their performance and leave long-lasting consequences on customer experience.  

Having unique, measurable objectives and insightful metrics can show early red flags and warnings that your workers are unhappy. When you track and measure employee experience, you can identify whether your hires are struggling and rectify these issues before they create more damage.  

For instance, if employees believe the mental health awareness in your company is non-existent, you might face high turnover rates and disengagement. Thus, their dissatisfaction will probably impact the company culture and customer experience.  

Even if your staff are happy with their treatment, measuring employee experience can give you insights into what can be even better and whether some practices are becoming outdated. Hence, every business that strives for success should regularly track their workers’ sentiments.   

However, before beginning to measuring sentiment, define what a good employee experience means for your company and the key performance indicators (KPIs) you’ll use to identify if you’re hitting these goals. Ensure that you’re encompassing the whole employee lifecycle. 

Include recruitment, onboarding, learning and development, mentoring and performance, retention and retirement into employee experience touchpoints as they all play a critical role in defining its success.  

How to Measure Employee Experience

It’s advisable to determine KPIs you’ll track to get insights into team performance, changes and problems. Most companies measure employee satisfaction, productivity, wellness, retention, recruitment, engagement, net promoter score (eNPS) and absenteeism.  

However, you can create other indicators specific to your organisation and staff. These will provide you with valuable insight about how employees feel, whether they’re stressed and if their efficiency is lagging.  

To track KPIs, you can leverage quantitative and qualitative methods to examine employee lifecycle data. By combining these two approaches, you’ll get thorough information and use an all-encompassing methodology. 

Here’s what makes them different and valuable for measuring employee experience. 

Quantitative Methods

1.  Surveys

Overall, surveys are the most prevalent tool to collect workers’ insights. They’re great for receiving opinions, suggestions, and reviews that help companies analyse employee morale, engagement, mood and accomplishments.  

Thus, surveys are typically anonymous and short, ensuring that workers are willing and have enough time to complete them without being reluctant. With this tool, HR professionals can get valuable data concerning work culture, employee-manager relationships and sentiments toward C-Suite.  

You can opt for various types of surveys, depending on what you’re targeting. For instance, an employee satisfaction survey can provide information about their loyalty and motivation. On the other side, a 360-degree review survey reveals how happy workers are with the company management.  

Moreover, you can also consider sentiment analysis because it helps you collect large batches of feedback, reviews, and opinions to understand and quantify how workers feel about working in your company.  

2.  Polls

Ideally, polls should be short, specific and straightforward. Use them when you need immediate feedback about a particular issue and don’t have enough time for more comprehensive tools.  

Set a relevant question to gather opinions that could help you decide about a particular initiative, change or issue. Or you can draft various short inquiries to find out how happy employees are with your organisation or programs.  

3.  Questionnaires

As a research method, questionnaires include various relevant open-ended and close-ended questions that gather responses about an issue, company matters or employee experience.  

Qualitative Methods

1.  One-on-one interviews

These interviews are typically no longer than 30 minutes and aim to collect insights from employees that help determine how satisfied employees are with how the organisation treats them.  

2.  Regular check-ins

If you want to get continuous feedback, while demonstrating you care about your employee’s well-being, regular Check-Ins are highly recommended.  

Check-ins are typically a semi-structured meeting between employee and manager to review performance, goal progress, career development or any other topic either party wishes to discuss. Check-ins are an excellent mechanism to identify and address potential issues in a timely manner and track employee performance and experience. 

What to Use to Measure Employee Experience

Although it’s possible to track and measure employee experience manually using the methods above, you could streamline the process and get more unbiased results if you turn to technology. The right tech solution can unshackle your HR Department from laborious, manual tasks and can focus on initiatives which inspire staff and reduce turnover.   

With the right platform, you can accommodate quantitative and qualitative methods that help you track and measure the employee experience. – Lanteria HR is a comprehensive Human Capital Management system that enables performance reviews, employee feedback, regular check-ins, competencies evaluations and comprehensive performance analytics.  

Lanteria HR lets you focus on data and improving employee experience instead of spending hours developing surveys or delving into the analysis. As a result, you’ll get to act timely and address your employees’ needs, resulting in their satisfaction and better performance. 

In the process, you’ll also notice improvements in customer experience because your clients can see when workers are unhappy. When customers know that you treat your employees well, they’ll have more trust in your brand and continue coming back every time. 

Do you want a stellar experience for your employees and your customers? Learn more about Lanteria HR today. 


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