Performance indicators such as revenue (development), conversion, absenteeism, turnover and customer satisfaction are well measurable. In practice, these indicators are often used as steering information. These are, however, so-called lagging indicators that are not directly affected. We can demonstrably relate them to the behaviour and attitude of employees and give you the opportunity to improve your services and operating results.
To understand differences in customer satisfaction, sales, conversion, retention, absenteeism or turnover between employees, teams or affiliates, we collect information about the experience of employees. We do this on the basis of 25 individual aspects that together form the Employee Experience. With an employee Experience, the ‘ soft side ‘ of the organization, what happens on the work floor, is just as insightful and digitized ‘ hard ‘ as KPIs. Our EXI research model is based on the premise that differences in customer satisfaction, (financial) results, expiration and absenteeism between, for example, affiliates, teams, flights or employees (see right in the model) result from the behavior and The attitude of employees towards the customer, each other and the organization (see middle of the model). However, the behaviour and the enthusiastic attitude of employees are not directly customizable. To this end, it is necessary to gain insight into what is happening on the work floor on organization, team and individual level (left in the model). With this model, the Employee Experience is measured and monitored in a scientifically based manner. After this, the data can be used to substantiate how the 25 aspects of the Employee experience affect business results and customer experience.
Phase 1: Gathering Data on the work floor Step 1: Measuring Employee experience Phase 2: Understanding the work floor provides insight into the impact on other business units Step 2: Understand the drivers of behavior and posture Step 3: Understand effect Employee experience on the Customer Experience Step 4: Understand impact employee experience on expiration and absence step 5: Understanding effect Employee experience on financial Results Phase 3: Continue to measure, evaluate and improve with monthly EXI quick scan. Step 6: Visualize and disseminate results in the organization Step 7: Improve on the basis of the findings step 8: Continuous measurement, evaluation and steering
We measure what happens on the work floor with its own (scientifically validated) questionnaire. This questionnaire goes far beyond a traditional staff (satisfaction) survey. Our methodology is based on more than 500 scientific studies. During two years of research, 25 Aspects of sociology, psychology, organisational sciences and personnel management have been selected, which are crucial for good performance in customer-oriented organizations. These 25 aspects together measure the Employee Experience. These include: Leadership style, team coherence, individual personalities, the behaviour of employees and the enthusiasm (engagement) of employees. Linking this data to data on absenteeism, expiration, conversion and customer satisfaction ensures that there is no longer only a numerical insight into performance, but also in the underlying causes of this performance.
After examining the work floor, the employees know how to experience their work and interact with each other. These data are analyzed, together with the customer experience, customer satisfaction and financial performance of, for example, a location, team or flight. This to explain differences in customer satisfaction and deviating results. With Structural Equation modeling, one model is built that links the sources. The knowledge about the behaviour and attitude of employees (and the underlying causes) and their impact on the organization, team and individual level, customer satisfaction, conversion, retention and financial results are combined. These analyses make it clear why employees behave in a desirable way towards the customer, each other and the organization and thus improve the performance of employees and affiliates.
We believe in an integrated approach in which constant measurement, analysis and improvement result in better results. One-time measurement and throwing findings ‘ over the fence ‘ leads to nothing. The continuous monitoring of the Employee Experience Index and permanent evaluation of the results are important. Each individual employee receives a ‘ big ‘ annual measurement 1x per year and a 2-minute EXI-quick scan per year. This creates no survey fatigue, and the advantage is that there is no ‘ blind flow ‘. By using this monthly thermometer it is clear at any time whether the chosen change strategy and practical adjustments have the intended effect. Monthly Insight offers the chance to assess whether the chosen route will yield the intended result and where the change in the price is needed.