Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products.
But there is another similarly important source of insight also on the doorstep of organisations – their employees.
MyCustomer and Confirmit's new research report hones in on some key areas of Voice of the Employee programmes and their link to CX, unearthing findings around:
- Which department most commonly owns VoE programmes and who has ownership of the high-performing programmes.
- What tools and technologies are most commonly used by practitioners – and which are being used by high-performers.
- How often VoE insights are collected, and how that data is used, and what the practices are of those with high-performing programmes.
- What the biggest obstacles to VoE adoption are.
Download the full research analysis and benchmark how your own Voice of the Employee programme compares with global practices: https://www.mycustomer.com/resources/research-report-the-role-of-employee-feedback-in-cx
2. MyCustomer surveyed 291 business leaders
to establish the importance of employee
feedback in delivering better customer
experience in their organisation.
3. The key finding?
Those with a formal Voice of the
Employee (VoE) programme in place
are more likely to see improvements
in customer experience.
4. The good news
42% have a formal Voice of the
Employee programme in place.
The bad news
In the absence of a VoE
programme, over half of
respondents (58%) told us they
were unhappy with the level of
insight their organisation has
into the customer experience.
5. Nearly two-thirds
of those with a VoE programme
reported more engaged employees.
The Benefits of a
VoE programme
8. Organisations with a formal
Voice of the Employee
programme are far more likely
to rate their organisation as
‘excellent’ at collecting and using
staff feedback to improve CX –
24% for those with a programme
vs 4% of those without.
9. However...
33%
of respondents said Human Resources owned employee feedback
initiatives in their business.
80%
of those 'not satisfied' with their VoE programmes had HR leading
the project.
10. 43% that have VoE programmes
pair their employee feedback with
customer feedback to generate
further insights.
Over two-thirds (67%) of those that say they
are very satisfied with their programmes pair
VoC and VoE data.
11. Those with analytics tools are more
likely to pair the two data sets.
Two-thirds (66%) of those with analytics
solutions pair the data.
12. 76% of respondents say the biggest
obstacle to a successful VoE
programme is turning employee
feedback into action.
Inconsistent/conflicting feedback is the second
biggest issue, reported by 39%.
