The Real Drivers in Employee Experience

The Real Drivers in the
Employee Experience
Qaalfa Dibeehi, Chief Operating and Consulting Officer,
Beyond Philosophy

Kalina Janevska, Consultant and Psychologist, Beyond
Philosophy

Elliott Hedman, Massachusetts Institute of Technology
Media Lab

www.beyondphilosophy.com

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Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 2

The Beyond Philosophy Perspective

Customer Experience Thought leadership is New Fourth book
is all we do! our differentiator Is now available

Offices in London,
Atlanta with Partners in
Links with Academia Focus on the emotional side of
Europe & Asia
Customer Experience

Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 3

Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 4

Learning Objectives
Understand employee satisfaction benchmarks
Discover the key factors that drive employee
engagement and satisfaction
Learn how to get deeper insights into your
employee experience
Understand the emotional profile of the typical
employee experience
Appreciate deeper dive methods into employee
experience


Agenda

Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Customer Experience at the core

Empl

Employee
Organisation
(people, Customer
of the Organization
processes, place)
oyee
A Customer Experience is an interaction between an
organization and a customer as perceived through the

senses stimulated and emotions evoked
Each of these is intuitively measured against customer
expectations across all moments of contact.


Employees make the Customer Experience manifest

The Actual Organization

Organization
(management,
process, physical
Employee Customer
environment etc.)

A Customer Experience is an interaction between an
organization and a customer as perceived through the

senses stimulated and emotions evoked
Each of these is intuitively measured against customer
expectations across all moments of contact.


Employee Experience Links to Customer Experience
Feedback loops are generally weak they do not give a true and full picture

This is true of both the customer and employee experiences

The organization The employees
delivers the are the face of
employee the customer
experience experience
Organization
(people, Employee Customer
processes, place)

Employee feedback (typically
formal, informal often neglected) employees (often informal)

organization (formal and informal)


Employee Experience Management

The focus today will be on the feedback loop from Employees

The organization The employees
delivers the are the face of
employee the customer
experience experience
Organization
(people, Employee Customer
processes, place)

Employee feedback (typically
formal, informal often neglected) employees (often informal)

organization (formal and informal)


What is Employee Experience?

life within the organization encompassing those with managers,
colleagues and the physical environment but also including those with
customers.

It is a blend of the rational performance, senses stimulated and
emotions evoked as a result of those interactions as perceived

Each of these is intuitively measured against employee expectations
and across all moments of contact.


Agenda

Benchmark Metrics
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Highly satisfied employees tend to exhibit above-
Customer loyalty (56 %) *Source: Gallup Reports from Corporate Leadership Council

Safety records (50 %)


Customers state the following reasons put them off buying a
product/ service in the last three months:

How staff treat you and represented their company 21%

Price and range products/services offered 17%

Quality of its products/services 13%

Staff enthusiasm and knowledge for products/services 13%

How staff handled enquiry/complaint 11%

After sales service 7%

Brand reputation and advertising 7%

Range of products/services offered 4%

Other 4%

Company's reputation as an employer 3%

Staff attitude directly
accounts for 45%
Source: Ipsos Mori


Our employee satisfaction scale

0 1 2 3 4 5 6 7 8 9 10

Dissatisfied Neutral Satisfied

Typical employee satisfaction scale

1 2 3 4 5

Dissatisfied Neutral Satisfied


Fig.1 Employee satisfaction overall Fig. 2 Employee satisfaction by role
Management Non-management
50% 30%
Source: Beyond Philosophy Source: Beyond Philosophy
Experience Tracker 30%
Experience Tracker
40% 25%

39% 40%
30% 20% 23%

20%
21% 15%

13%
10% 10%

7%
0% 5%
Dissatisfied Neutral Satisfied Dissatisfied Satisfied

Fig. 3 Average Employee satisfaction by Fig. 4 Average Employee satisfaction by
company size (scale 0-10) workplace location (scale 0-10)
8.0 8.0
Source: Beyond Philosophy Source: Beyond Philosophy
Experience Tracker Experience Tracker
7.5 7.5
7.5
7.0 7.1 7.1 7.0

6.8 6.7 6.7 6.7
6.5 6.5
6.5 6.4
6.0 6.0

5.5 5.5
1-to 99 100 to 500 501 to 999 1000 to 5000 5001 to 9999 10,000 + Office based Travelling Home based


Agenda

Benchmark Metrics
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Original Net Promoter Score Metric
On a scale of 0-10, how likely is it that you would
recommend (brand, product, experience) to a friend or colleague?

Not at Very
all likely Likely

0 1 2 3 4 5 6 7 8 9 10

Detractors Neutrals Promoters

Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix


Employee Net Promoter Score
On a scale of 0-10, how likely is it that you would
recommend your company as a good place to work to a friend or colleague?

Not at Very
all likely Likely

0 1 2 3 4 5 6 7 8 9 10

Detractors Neutrals Promoters

% of Promoters (score > 8) 43.8%

LESS % of Detractors (score < 7) 24.6%

Net Promoter Score 19.2%

Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix


Agenda

Benchmark Metrics
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Going Deeper that Employee Satisfaction

Emotional Biometric
Signature Analysis



Fellow colleagues

Leadership & vision

Company culture

Salary & benefits

Empowerment

Relationship with direct
boss

Office environment &
amenities

Open communication
channels


Which of these 5 factors do you think is the
biggest driver of employee satisfaction?

Fellow colleagues

Leadership & vision

Company culture

Salary & benefits

Empowerment

Relationship with direct
boss Online Poll

Office environment &
amenities

Open communication
channels


What causes employee satisfaction in the customer
experience?

Stimulus: Response: Effect:
the attributes of the The internal The outcomes the
employee experience emotional response business is interested
the business controls the employee has, in impacting
often subconscious

What the business
How employees feel What the outcome is
does

Fellow Colleagues Happy Dissatisfied Employee Satisfaction
Relationship with direct Pleased Frustrated Switching jobs
boss Trusting Disappointed Recommendation
Leadership & Vision Valued Irritated
Company culture Cared for Stressed Their closeness to the
Salary & Benefits Safe Unhappy company
Empowerment Focused Neglected Fairness in measuring
Office environment & Stimulated Hurried their performance
amenities Energised Whether training is
Open Communication Pampered adequate
channels Interested
Exploring


Rational Drivers of Employee Satisfaction
What employees say that drives their satisfaction?
Desirability

Empowerment

Company culture

Fellow colleagues

Relationship with direct boss

Open communication channels

Salary and benefits

Leadership and vision

Office environment & amenities

Source: Beyond Philosophy Experience Tracker


True Drivers of Employee Satisfaction
What drives employee satisfaction?
Desirability Impact on employee satisfaction

Leadership and vision

Empowerment

Salary and benefits

Fellow colleagues Leadership & Vision has moved up
6 places from 7th to 1st
Company culture
Company Culture has moved
down 3 places from 2nd to 5th
Relationship with direct boss

Open communication channels

Office environment & amenities

Source: Beyond Philosophy Experience Tracker


Agenda

Benchmark Metrics
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Going Deeper than Employee Satisfaction

Emotional Biometric
Signature Analysis



Typical Interview


(Fletcher, 2009)

Measuring Arousal


Emotions 101

(Kahneman, 1999)


Call Centers


What we want


What We saw


The Details


Results


Solution


Employee Experience Emotional Profile
Emotional profile by role Source: Beyond Philosophy
Experience Tracker
10 Management Non-Management
9
8
7
6
5
4
3
2
1
0

Emotional profile by recommendation score Source: Beyond Philosophy
Experience Tracker
10 Overall Employee Promoters
emotional Profile Detractors
9
8
7
6
5
4
3
2
1
0


Agenda

Benchmark Metrics
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up


Going Deeper that Employee Satisfaction

Emotional Biometric
Signature Analysis



With limited resources it is important to understand
what actually drives Employee Satisfaction


Let us know if you are interested to learn of the drivers for
other aspects of the employee expereince

Stimulus: Response: Effect:
the attributes of the The internal The outcomes the
employee experience emotional response business is interested
the business controls the employee has, in impacting
often subconscious

What the business What the employee
How employees feel
does experience is

Fellow Colleagues Happy Dissatisfied Employee Satisfaction
Relationship with direct Pleased Frustrated Switching jobs
boss Trusting Disappointed Recommendation
Leadership & Vision Valued Irritated
Company culture Cared for Stressed Their closeness to the
Salary & Benefits Safe Unhappy company
Empowerment Focused Neglected Fairness in measuring
Office environment & Stimulated Hurried their performance
amenities Energised Whether training is
Open Communication Pampered adequate
channels Interested
Exploring


Thank You
Contact us
qaalfa.dibeehi@beyondphilosophy.com

kalina.janevska@beyondphilosophy.com

hedman@mit.edu

www.beyondphilosophy.com

The Real Drivers in Employee Experience

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