Employee Relationship Diagnostic (ERD)

Transcription

1 Business transformation through customer insight Employee Relationship Diagnostic (ERD) Executive Summary Assessment of the Health of the Employee Relationship Bob E Hayes, PhD bob@businessoverbroadway.com

2 2 ACME Employee Relationship Diagnostic Results Business Problem The senior executive team of ACME, Inc. wanted to ensure they were providing their employees the tools, resources and work environment they needed to be successful at their job. In support of their customer experience management program, ACME, they wanted to get direct feedback from their employees about their work experience. Senior executives wanted information about: 1) employee customer loyalty levels, 2) identify work areas needing improvement and 3) How ACME compares to other employers. Solution ACME used the Employee Relationship Diagnostic (ERD) as their business intelligence solution. The ERD helps companies diagnose the health of their employee relationship. For the ERD, employees completed a brief survey (less than 10 minutes to complete) about ACME that asked about their level of employee loyalty 1, their employee experience across several work areas (e.g., senior executives, customer-focus, and training) and how ACME compares to other employers 2. These data were analyzed to uncover insights about the health of the employee relationship and how to improve it. The ERD contains useful metrics to help ACME understand how to best maintain/improve employee satisfaction and loyalty. 1 Employee loyalty measured by three questions: Overall satisfaction, Likelihood to recommend and Likelihood to Leave. 2 The Relative Performance Assessment method was used to estimate percentile rank. See B.O.B. for details.

3 3 Method All employees were invited to give feedback about their work experience. About 76% of the employees completed the Web-based survey. The survey was open from Feb 20 through March 2, Results Employee Loyalty and Employee Experience Results indicate that ACME employees show moderate levels of loyalty. Many (37%-52%) are very loyal to ACME. About 18% of employees indicated a high likelihood of leaving employment, yet 85% of employees indicated they would recommend ACME as a place to work. Improvement Opportunities ERD identified the business areas that ACME needs to improve in order to increase employee loyalty and productivity: 1. Training 2. Availability of career opportunities 3. Communication of company policies Training Career opportunities Company communications. Each of these three business areas have much room for improvement and have a big impact on levels of employee loyalty. Relative Performance Assessment Over 75% of the employees indicated that they think ACME is better than most or is the best employer they have ever had. ACME is estimated to be ranked at the 72 nd percentile in employee satisfaction compared to other employers. In the Employees Words A Getting to Love word cloud was generated using the employees openended responses to the question, If your friends/colleagues were considering working at ACME, what would you tell them? The font size of the words is proportional to the frequency with which words appear across all respondents.

4 4 Supporting the earlier conclusions about their ranking as an employer, employees report many strengths when recommending ACME to others. Summary of Results ACME employee loyalty is somewhat high. While their employees indicate a good employee experience, ACME could focus on three areas that would have an impact on improving employee loyalty even more. ACME is estimated to be among the better employers. We estimate they are in the upper end of other employers (roughly the 72 nd percentile when ranked against other employers). To improve employee loyalty (and accelerate business growth), ACME needs to improve in areas related to training, career planning and company communications end of report

5 5 Biography I am Business over Broadway (B.O.B.). My professional life is dedicated to sharing my knowledge of customer feedback programs (VOC, customer experience/loyalty programs) and the scientific method to anybody who wants to listen and learn. I conduct research on customer feedback programs, customer experience / satisfaction / loyalty measurement and have published books on these topics (Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty). I provide consultation services to companies to help them improve the customer experience, maximize customer loyalty and accelerate business growth. I have over 20 years of consulting and research experience in enterprise and midsize companies, including Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. I have managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. I have published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction, employee empowerment, and employee perceptions of workplace safety. When I am not staring at a monitor, I spend my time exercising, cooking, creating, visiting friends and family and catching an occasional show at a local club. Bob E Hayes, PhD bob@businessoverbroadway.com