Workforce Solution Benefits

Move Faster than your Industry and Ahead of Your Industry

Conventional workforce surveys invite employee feedback in batches separated by extended time intervals. As a result, valuable productivity and valued employees may be lost by the time that trends, issues, and opportunities are identified and can be acted upon. You may learn of new staff requirements, for example, only after competitors have had a chance to recruit and hire your best candidates to fulfill those requirements.  Similarly, conventional transactional surveys typically deliver feedback days after the transactions have taken place, making timely response impossible and negatively impacting workforce productivity. 

In contrast, CustomerSat solutions can tightly compress the time intervals between successive waves, can gather feedback within minutes or hours of service transactions, and if appropriate, immediately alert the right people in your organization of problems and concerns. CustomerSat touch rules ensure that representative samples of your workforce are selected and surveyed at the time intervals you specify and that no individual is surveyed more frequently than desired. 

The benefit: your organization is informed of trends, issues, and opportunities as soon as the earliest signs appear, enabling immediate responses that save valued employees, reduce turnover, recruiting, and training costs, and enhance workforce productivity and satisfaction. 

Make More Informed Investments and Hiring Decisions

CustomerSat correlation analytics are powerful tools that inform and illuminate the setting of priorities, decision-making, and internal investing.

Attributes to which resources or funding can be applied – such as skills training, headcount, benefits, and tools/equipment  – are correlated with objectives such as job satisfaction, employee retention, and willingness to recommend workplace. The correlations (derived importance) between these attributes and objectives help establish the optimal investment priority for each attribute. 

Quadrant charts graphically display performance and derived importance for multiple attributes at the same time. CustomerSat solutions let you easily create real-time quadrant charts for any or all segments of your workforce.

See also: Correlation analytics & quadrant charts

Protect Your Workforce from Being Over-Surveyed

The Internet and your Intranet can make it easy for your organization’s many divisions and departments – including headquarters, HR, benefits, facilities, accounting, operations, IT – to inundate employees with often-overlapping survey requests. Sooner or later, employees decline to respond to too many requests.

CustomerSat solutions protect you and your workforce from this lack of control. Specifically, CustomerSat solutions:

• Control when, how often, for which surveys, and in which languages members of your workforce are invited to provide feedback
• Protect members of your workforce from being over-surveyed
• Automatically adjust sampling rates to ensure that results are statistically significant
• Ensure that employees are asked to provide the feedback that is most valuable to your organization
• Control the acknowledgement and manage HR follow-up, if appropriate, with your employees, after feedback is provided.

CustomerSat touch rules ensure that your workforce’s time and attention are used optimally. Touch rules may be as simple as ensuring that no employee is invited to complete a survey more frequently than a designated number of days or weeks. Or touch rules may be rich and complex.

For example, if an employee is eligible to respond to multiple feedback processes, touch rules may include such factors as:

• Size of each process’ available sample (number of employees eligible to respond)
• Number of responses each process has recently gathered
• Importance of the employee’s response to each process (as determined, for example, by the number of transactions the employee has had with each process)
• How recently the employee previously provided, or was invited to provide feedback for each process
• Length of time since the employee joined the organization or received new job responsibilities.

To conserve workforce time, CustomerSat touch rules can reduce or stop sending invitations, reminders, or both to workforce segments as statistically significant numbers of responses from those segments are reached.

Because ad hoc surveys also make demands on workforce’s time and attention, CustomerSat Enterprise touch rules can encompass both on-going process-based and ad hoc surveys that you design.

Drive and Align Responsive Actions Enterprise-wide

CustomerSat action management driven by feedback ranges from informative alerts emailed to the right employees, to comprehensive responsive workflow management. 

Indices can be set up based on such factors as an employee’s satisfaction, the severity of a case, and employee descriptors such as number of years of service. Acceptable ranges are defined for each index, and the index is computed for each survey response.

If the indices fall outside of the acceptable ranges, alerts can be automatically sent to the right individuals, or cases automatically opened. Cases can be assigned, routed, and escalated based on business rules.

Such comprehensive action management assures that workforce concerns are dealt with systematically, enhances service quality, and builds workforce commitment and productivity.

Integrating with IT Systems and Other Data Sources

To automate feedback processes, CustomerSat HR solutions can integrate with a wide range of HR management, CRM, help desk, and other IT systems, including:

Your IT system, CustomerSat solution, or a combination thereof can handle respondent sampling (applying business rules to determine which employees are invited when to complete surveys), and if desired, selected information captured by your CustomerSat solution can be fed back to update IT system records.

In addition to employee name and email address, which are used to personalize survey invitations, any number of employee-descriptive variables may be transferred from your IT system to your CustomerSat solution, including:

These descriptors:

• Allow survey results to be analyzed by variable (for example, allow HR to view satisfaction by department, site, or years of service)
• Save employees from having to enter or look up information, thus saving employee time and increasing accuracy
• Allow responsive action to be pinpointed to department, site, or other workforce segment.

All CustomerSat feedback processes may be integrated with conventional or legacy data collection methods, including phone, postal mail, OCR, and IVR.  CustomerSat interactive dashboards display and aggregate statistics and indices from all of these sources, providing a single, easily managed, and secure solution for disseminating rating scores, trends, and suggestions to authorized individuals, and managing responsive action throughout your organization. 

Representative Questions & Metrics

CustomerSat Workforce Commitment solutions typically include attitudes, intentions, and perceptions covering many or all of the following: