Employee Experience Management

Successfully implement employee experience management: Give your employees positive experiences in their everyday work

Employee Experience Management
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Against the backdrop of demographic change and a shortage of skilled workers, companies are competing on the labor market for sought-after workers. Through proper employer experience management, companies can more easily attract, motivate and retain employees - especially by permanently increasing employee engagement.
The employee experience generally includes the perception and experience of a company from the employees' perspective throughout the entire employee journey. It encompassed all the experiences that the employees had with this employer, from the first contact, through their employment and further development, to leaving the company. Every single experience has an impact on employee engagement, so as part of employee experience management, companies develop strategies based on the actual needs of employees, how employees' experiences can be measured, analysed and shaped positively. The aim of this strategy is to increase employee satisfaction and loyalty at all key experience points.

Employee Experience Management: It's about experiences!

Methods and terms from marketing are increasingly being adapted into the HR world. Employee Experience Management is the equivalent of Customer Experience Management in the field of marketing.

Employee Experience Management: Definition

The term employee experience management is about measuring, analyzing and designing the most positive experiences possible that employees have throughout the entire period of employment in and with a company within the employee journey. This employee journey means the “journey of employees” from the initial perception of the company (e.g. via a job advertisement) to the moment they leave the company. Employee experience management includes all employee experiences: both what experiences employees have with regard to salary or with superiors, as well as a lack of corporate culture, no prospects for further development, a lack of diversity, inadequate leadership behavior, a lack of home office regulations or overcrowded canteens, unclean toilets, outdated workplace equipment, poor training during onboarding or lack of access to information, etc. The goal of every company must be to identify and eliminate such demotivating elements and to increase the employee experience! Because positive experiences increase employee loyalty and identification with your company.

Why is employee experience management so important?

Nowadays one often speaks of an employee market, i.e. H. qualified workers and skilled workers often have the choice between several job offers. An employee experience strategy is fundamental to attracting, motivating and retaining the right and wanted employees. Ultimately, it's about a lasting increase in employee engagement, especially in a world in which money no longer serves as the primary motivating factor. Depending on the stage of the employee experience – recruiting, onboarding, development, retention and exit – different dimensions have an impact, e.g. B. relationships, well-being, diversity, corporate culture, working environment and workplace equipment, leadership, etc. vary.

Satisfied employees and better performance

Employee Experience Management creates positive employee experiences along the entire employee journey, which means it begins with the recruitment phase and lasts until the exit phase. If you consistently implement an employee experience management strategy, you inevitably have to identify all touchpoints that exist along the employee journey and design them positively. Only if employees have consistently positive experiences will they enjoy coming to work and utilize their full potential.

Better feedback culture

Measures in employee experience management improve the feedback mechanism: Every step in the work life cycle has the potential to impact the work culture and performance of your employees. To ensure there is no gap in this process, you need to collect employee feedback on a regular basis. This way, companies can determine how well they are supporting their employees. Your employees will be more than willing to give you feedback if you ask them to do so and actually implement the necessary changes resulting from the feedback.

More efficient HR processes

With Employee Experience Management you can improve your HR processes: One of the best examples is the onboarding process for employees. This is a crucial milestone in an employee's journey and it is the beginning of everything that employees will experience in the organization. It is the first impression that employees form of the organization and affects how they associate with the organization and what they think about it. This is your first real glimpse into your company's workplace culture. This is an opportunity for them to mingle and understand the organizational culture, get to know the people and experiences that will help them decide whether they want to be a part of the organization or not.

Better cooperation

Develop cross-collaboration: An employee interacts and collaborates with many other employees, managers, teams and colleagues over the course of their employment. Every team member and every activity contributes in some way to the employee experience. This can be good or bad, but it definitely impacts the employee's experience. These experiences are made up of all these interactions and collaborations. Being aware of this helps in team interaction, team management and efforts to improve it. A sophisticated employee experience management strategy supports you here.


Testimonial for the employee experience management platform QuestionPro

Inseparable: Employee Journey, Employee Experience & Employer Branding

Many definitions of the employee journey locate the employee's journey, i.e. the employee journey, from onboarding to an employee's departure from the company. We at QuestionPro expand the term employee journey to include the moment of the very first perception of the company. At some point an applicant comes into contact with a company for the first time, well before onboarding, be it through their own research, through reports from friends and acquaintances, through the press or through mentions in social networks. The topic of employer branding is therefore extremely important. The aim of employer branding is primarily to build and establish a good external reputation as an employer in order to attract talent's attention. A good employee experience is the best employer branding! The terms employee journey, employee experience and employer branding are inseparably linked.

Employee Journey in Employee Experience Management

Create positive experiences along the employee journey with Employee Experience Management!

In order to retain good employees in the company for as long as possible, a corporate culture is required in which employees have as many positive and few negative experiences as possible, along the entire employee journey. So provide your employees with the best working environment and the best “employee experiences”, i.e. positive experiences! This means that the company must analyse where employees have what kind of experiences with superiors, with the technical infrastructure or with the organizational culture. Where are the stumbling blocks? What leads to frustration? What could be improved and expanded?

Examples of positive ones Employee experiences (positive employee experience) 

  • The company enjoys great external recognition
  • The induction phase is organized and structured in such a way that new employees can work independently after just a short time
  • The company maintains a positive error culture
  • The company promotes the use of public transport through financial subsidies
  • Employees have the opportunity to develop personally and professionally
  • The company constantly surveys its employees and therefore questions its own actions
  • After surveying employees, the company actually takes measures to improve and implement suggestions for improvement
  • Employees regularly receive constructive feedback
  • Working hours are in line with the personal needs of the employees
  • The technical infrastructure is always up to date.

Examples of negative employee experiences 

  • A telephone hotline employee has no decision-making authority and has to forward every conversation to a superior for a decision, who in turn is annoyed because he is constantly being disturbed by customer inquiries
  • It is far too loud in the open-plan office, so that employees can hardly understand their customers
  • Feedback from superiors is often only negative
  • Suggestions are lost even though there is an official suggestion system
  • During the interview, the superiors appear arrogant
  • Appointments are constantly being postponed
  • There are “those up there” and “those down there”
  • There are no retreats and there is a lot of control
  • There is a lot of idle time during training
  • The office chairs invite lumbago

Permanent employee feedback as part of a holistic approach Employee experience strategy makes negative experiences visible 

How do companies find out what experiences their employees have? Quite simply: through systematic surveys. Obtaining employee feedback is essential when it comes to finding out where things are going wrong in the company and where things are going well. Below we have put together a variety of questions to help you gain and evaluate valuable employee feedback using employee surveys. The list should be seen as a suggestion and of course has no claim to completeness.

The Employee Net Promoter Score

One of the most important questions about the employee experience in your company is the so-called Employee Net Promoter Score question, which you can use to quickly and reliably determine the loyalty of your employees to your company.

“Considering your overall experience with our company and on a scale of 0-10, how likely are you to recommend our company as an employer to your best friends and acquaintances?” 

Here you will find detailed and further information about the Employee Net Promoter Score Employee Net Promoter Score 

Questions about employee experience

Sample questions for onboarding

  • Do you feel like you can always ask anyone if you don't understand or know something?
  • Do you have access to all the resources you need to carry out your work?
  • How do you rate your teammates' willingness to help?
  • Do you know the company's strategic goals?
  • What can we do better with training in the future?

Example questions about perspective

  • Do you support the company's strategic goals?
  • Is your role in our company clear?
  • Do you feel that you have a realistic chance of advancement in our company if you perform well?
  • Where do you see yourself within our company in the next 5 years?
  • Are you satisfied with your role in our company?

Sample employee engagement questions

  • Do you receive constructive feedback from your immediate supervisor?
  • Do you feel well integrated into your department/team?
  • Do you feel like you have all the knowledge and skills you need to do your job?
  • Do you think our company supports a healthy work-life balance?
  • Do you think that your achievements receive due recognition in non-material terms?

Sample questions about corporate culture
(should not be missing from any employee experience survey)

  • Are you convinced of the company's goals?
  • Do you feel that our company's values ​​align with your personal values?
  • Do you feel that your immediate superiors judge you impartially based on your performance rather than personal preferences?
  • Do you find your work environment motivating?
  • Do you think our technical infrastructure is up to date?

Examples of exit surveys

  • What did you enjoy most and least in your job?
  • Did you find our working time regulations to be flexible enough for your personal needs?
  • Do you get along well with your team members?
  • What should we have done differently so that you would have stayed with our company?
  • Was there anything specific we could have done to improve your personal situation?

Employee Experience Measurement: Why is it important to constantly question and systematically record employee experiences?

Every single employee experience helps your company constantly improve. Ultimately, negative experiences and experiences of your employees always reflect on the company, because negative experiences are demotivating and depressing. And demotivated employees perform significantly worse than motivated employees. It is therefore extremely important to systematically identify all demotivating experiences with employee experience surveys, and not just once a year with a large employee survey. If you survey your employees regularly, you can react much more quickly to negative feedback and eliminate grievances. The employee experience platform QuestionPro supports you in this.

Collect employee feedback automatically

Many companies still shy away from systematically surveying their employees as part of employee experience management and there are several reasons for this. One of the main reasons is the belief that systematic and permanent employee experience surveys require a lot of effort, which is completely unfounded due to modern survey technologies. Today, surveys are almost exclusively carried out digitally and completely automatically. Nowadays, employees answer questions via SMS, online questionnaires, feedback terminals or using a feedback app. The data is collected centrally in dashboards and can be analysed by those responsible with a mouse click. Time-consuming manual feedback processes to measure and evaluate the employee experience are a thing of the past. Even in production and factory halls or in large kitchens, where employees generally do not have business mobile devices, PCs or company email addresses, employee feedback can easily be recorded digitally.

Employee Experience Management Analysis

From insights to impact

Employee needs are changing faster than ever - one of the biggest challenges for successful employee experience management. When managing company culture, it's crucial to keep a real-time eye on the key drivers of employee engagement and well-being.

Ongoing feedback from employees, delivered through intuitive dashboards, enables every stakeholder to take action and have a positive impact on the organization.

Employee Experience Management Dashboard

With the QuestionPro Experience Management Dashboard you always have an overview of the most important factors of your employee experience management in real time.

Leadership development through 360 degree feedback

As part of employee experience management, managers throughout the company have a unique opportunity to actively shape both the overall company culture and employee engagement. But in order for them to do their best, they need insight and support.

Whether you already have a 360 degree measurement and are looking for the simplest, most straightforward, yet most powerful technology to deploy, or you want to use our leadership scale that focuses on inclusion, courage, capacity and much more. Furthermore, we look forward to working with you to make your managers the best versions of themselves and make employee experience management exciting.

Leadership development through 360 degree feedback

Make your managers the best version of themselves with 360-degree feedback.

We are better together – Consulting Services Employee Experience Management

Do you want another employee experience management expert or data analyst on your team? Nowadays, most HR teams already have so much to do that the resource “human resources” becomes a key factor and bottleneck for successful employee experience management.

That's why we've built a team of employee experience experts; a group of people whose primary goal is to help you make your company the employer of choice, who can not only help you get the most out of QuestionPro survey technology, but who you can rely on as an extension of your Teams can rely on you to ensure you are making the most of data and insights to advance your strategic goals.

Consulting Employee Experience Management

Our employee experience experts are happy to help you advance your strategic goals.

Proper employee experience management creates a competitive advantage

If you want to capture employee feedback systematically and without much effort, then it is essential to procure technology that is able to map all forms and methods of employee feedback and to fully implement survey and feedback processes to measure the employee experience to automate. With QuestionPro's Employee Experience Management platform, you gain valuable data from different survey methods, evaluate them centrally and thus receive an important basis for strategic HR decisions. As part of our 1:1 online presentation, we will personally show you all the advantages of QuestionPro when collecting and analyzing data in the context of employee experience management.

1:1 live online presentation:
Online presentation: Designing employee experience management successfully

Our EX experts will be happy to provide you with a consultation on the topic of employee experience at an appointment of your choice. Arrange an individual appointment.


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Do you have any questions about the content of this blog? Simply contact us via contact form. We look forward to a dialogue with you! You too can test QuestionPro for 10 days free of charge and without risk in depth!

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FURTHER KEYWORDS

Employer Branding | Employees | Employee Experience Management 


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