What is Employee Experience Survey?
The Employee Experience Survey (EES) discovers how closely aligned employees are with the 12 key dimensions that are proven to affect business results and drive customer satisfaction. Unlike typical employee surveys that report against a set of generic questions, the EES provides specific company insight as well. Its proprietary expert software system compares the results with what employees consider to be most important. EES further analyzes a company’s data and selects from 250 best-in-class practices to provide specific actionable advice on how to achieve closer alignment.
EES is not a “climate survey,” nor is it a traditional “employee satisfaction survey.” The focus of EES is holistic and linked to the market place so as to align employees with the dimensions that correspond with organizational performance. It is based on the ‘Organizational Alignment Model’ which was developed from extensive statistical research. It complements the companion ‘Customer Experience Management+ Survey’ and the two when used together, assess the organization using the principles of the Service-Profit Chain first conceived by researchers at Harvard Business School. Employees answer 60 questions, five in each of the 12 key areas. The data collected form the basis of the alignment assessment. Additionally, managers answer questions related to six key results areas, such as “meeting profit targets.” This 13th dimension determines whether managers’ perceptions of what is an important performance outcome are in alignment with actual corporate goals.
Using these data, EES identifies the gap between performance and perception, and through statistical analysis, gives a company a very clear read on where weak alignment is preventing the company from being a peak performer.
How it works
The survey measures employee perceptions on the 12 key dimensions proven critical to business success.
- MARKET FOCUS– How well does your company listen to customers?
- VISION, MISSION & STRATEGY– Are vision, mission and strategy clearly understood throughout your company?
- CULTURE – Are all employees working toward thesame goals?
- STANDARDS & PROCEDURES– Are processes effi cient and designed to serve the customer?
- SERVICE – Does your training support internal and external customer service excellence?
- CLIMATE – Is internal communication open and morale high?
- PEOPLE POLICIES– Do you reward and recognition systems support employees’ high performance?
- QUALITY – Is reducing errors, whilst maintaining highest product or service quality, a priority?
- LEADERSHIP– Is management willing and able to bring the 12 key factors into alignment?
- DIFFERENTIATION– Has your company achieved market prominence as a result of its customer experience?
- PERFORMANCE TRACKING & SUSTAINING PERFORMANCE– Is customer experience measured and communicated regularly?
Steps of the Overview Process
- Feedback Report: A computer generated feedback report (usually 50+ pages) will cover the following three levels:
- Location, Division, and Company.
- Specially selected recommendations drawn from a bank of 264 tactics.
- An Executive Summary which adds value and local knowledge to the report.
- Online Survey Questionnaire:
Each participant must complete an online survey throughPersona‘s online assessment center. The questionnaire contains:
- 66 items covering the 13 dimensions in terms of importance and performance.
- 7 open ended questions related to the participant workplace environment and services.
- Have a clear sense of purpose and direction.
- Vision, mission, brand values and goals are understood and owned by all employees.
- Communications are effective both vertically and horizontally.
- Employees are provided with the appropriate environment, support, benefits and resources.
- Internal processes, procedures and systems are aligned to meet customer needs.
- Employees feel that their contributions are valued and rewarded.
- The organization provides superior products and services at an acceptable price.
- The organization is swift to respond to changes in its competitive environment.