Smart Employee Experience
Create the experiences your employees love to attract the best talent, boost staff retention and increase your business success.
Measure every stage of the employee lifecycle with SmartSurvey
Companies large and small are using SmartSurvey to collect, analyse and uncover valuable employee insights that are helping them increase staff engagement and performance, and transform their workplace and productivity.
Quickly start generating feedback with survey tools that can work seamlessly with everything you use and effortlessly scale and grow as your needs evolve.
Integration without the headache
With SmartSurvey you can integrate easily with your existing systems
- Keep informed about critical staff feedback and metric scores, thanks to our APIs, webhooks and integration tools
- Automate and share feedback with key systems such as application tracking systems, human resource information systems and talent development tools
- Drive continual improvement through feedback loops and surveys triggered at key stages of every employee’s lifecycle journey, to ensure feedback is always collected, as and when it’s required
Capture the thoughts of every employee anywhere in the world
Let staff respond in their own language
Keep employees actively involved in your employee experience feedback activities, no matter where they are or what language they speak
- Issue a single survey in multiple languages, so your employees can select the language of their choice, thanks to our wide range of language options
- Share feedback seamlessly with relevant teams and departments, aggregating all your data to a single set of results for analysis, which you can easily filter by language, region, office, or any other number of variables
Inclusion is easier with our accessibility options
Strengthen workplace equality and inclusion through digital accessibility
- We’ve put accessibility at the core of our surveys, so everyone can respond
- Make your surveys accessible to everyone with our WCAG accessible survey theme, which is available free of charge and fully compatible with assistive technologies
Measure and monitor what matters most
Our Enterprise customers can take advantage of out-of-the-box ESAT and Employee Effort questions with automatic score calculations.
- Employee Satisfaction Score (ESAT): From their satisfaction with their job role to their contentment with the work-life balance you’re providing and more. Get a quick measure of how happy staff are working for you.
- Employee Effort Score (EES): Whether it’s your onboarding or the tools, work processes and training you’ve provided to help them do their jobs. Measure how easy you make it for your staff to perform effectively and deliver what your customers need.
- Employee Net Promoter Score (eNPS): Quickly capturing and identifying your volume of loyal employees is crucial to your staff retention and business success. Get a better measure of your employees’ loyalty and willingness to recommend you to others as a great place to work.
Keep your data confidential and secure
Maintain the highest standards of confidentiality, security and compliance
- Know your data’s safe, thanks to a fully GDPR compliant survey partner offering secure data hosting across two UK data centres, fully DBS checked employees and account access controls protecting your data
- Keep data safe within your own organisation and teams with the access controls we offer customers, from two-factor authenticator (2FA) and password policies to IP address restrictions and SSO
- Ensure staff confidentiality and encourage more of them to complete your surveys, through features that allow anonymous responses
Transform how you work and manage large and disparate teams
- Easily set up and manage EX project teams with master user and sub user accounts, that allow master users to establish survey permissions and gain oversight of sub user account activities
- Boost collaboration between internal, regional and global teams with access to a library of templates, EX questions and themes that can be shared and worked on by staff anywhere, saving time and effort, and helping to maintain consistency throughout
Keep everything professional and on-brand with white labelling
Show staff you’re serious about their feedback and improving their employee experience with professional, fully branded surveys
- Make it obvious to staff when you’re inviting them for feedback, with a bespoke theme on all your surveys that matches your brand guidelines
- Keep everything consistent and on-brand when you’re sending survey reminders, through white label notifications on follow up emails and other notifications
- Reassure and encourage applicants to compete your job application or pre-employment screening forms, by using your company domain
Why employee experience matters
Considering that revenue is typically 4 1/2 times higher in organisations that have highly engaged employees compared to those that have not, it makes good business sense to develop and maintain a positive employee experience. But it’s not the only reason why employee experience matters.
From increased staff contentment, innovation and performance to an improved ability to attract and retain talent and more. There are wide ranging benefits to be gained from improving your employee experience, which can all have a significantly beneficial impact on your bottom line.
However, if you’re to make the changes you need to create a more positive employee experience for your staff, you need to start by surveying them. Only then can you capture and identify the feedback which reveals what they’re happy and unhappy about or want changed.
The difference between employee engagement and employee experience
While each of these approaches can impact an organisation’s bottom line, it’s important to recognise their differences, as each will require different strategies to improve.
Employee engagement is focused on the overarching connection or relationship employees have with a company, while employee experience is more concerned with individual moments during an employee’s lifecycle and how it makes them feel. If you can get both of these right, it will have a hugely beneficial impact on your business success.
Given its greater focus on relationships, strategies that can help improve trust in leadership and create more supportive managers, as well as engender a more positive and meaningful working environment can significantly improve staff engagement. Similarly, given its wider focus on the employee lifecycle, strategies that can make staff feel a greater sense of belonging, optimism, authenticity about themselves and a greater purpose and meaning to what they do will improve employee experience.
The employee experience journey
When we refer to the employee experience journey, we’re essentially talking about the entire lifespan of time that a staff member spends with your company – from their initial application and recruitment to their exit.
Your employees’ experiences throughout this journey impacts the success of your business. Subsequently, staff who feel positive about their employer and their workplace are likely to be more engaged, productive and stay at that company for a greater length of time.
So, by being able to capture, analyse and improve your employees’ experience at each of these touchpoints, you’ll be in a much better position to positively affect your business moving forward.
Example employee experience touchpoints
When it comes to examples of employee experience touchpoints, there’s lots to think about. Not only are there the top-level touchpoints within the crucial stages of the employee lifecycle from staff recruitment to exit, but the smaller human, organisational, physical and technology related touchpoints within each stage to consider too.
For example, if you take the key employee lifecycle stage of onboarding that typically lasts between 3 to 6 months, that’s a critical touchpoint in itself that needs to be managed.
However, there are many smaller touchpoints that need to be managed along the way, which if managed poorly could be detrimental to your employee’s experience. This could be anything from an employee’s physical equipment including their desk, chair and computer to technology like passwords, email client, software, communication apps and more.
If you’re to get your employee experience right, it’s crucial to think about these broader and micro touchpoints during your planning and before launching any employee experience programmes.
Employee experience metrics to get you started
Any metrics that can help you better identify how your employees feel about your organisation and how engaged and committed they are in their jobs are invaluable. Without this you’re mostly relying on guesswork.
From measuring your employees’ productivity, absenteeism and staff retention rates to running employee satisfaction and engagement surveys or checking past employees’ feedback about your organisation on employee rating websites. There are many ways in which you can gauge the employee experience of your staff.
However, for a quick and effective measure of how staff rate their employee experience, one the best places to start is the Employee Net Promoter Score (eNPS). By measuring how likely each of your employees would be to recommend your company’s products or services to others, it offers a top-level view about their perception of your organisation and the experience you’re delivering for them.
How customer and employee experience relate
If you’ve ever wondered how connected your customer experience is to your employee experience, just consider some of your own experiences, particularly your interactions with a company’s customer service or support teams.
While some experiences may have left you feeling uninspired, others may have left you feeling happy and valued, thanks to friendly and supportive staff, happy to go above and beyond to help you. In the case of the latter, it’s very likely that their enthusiastic and energised approach was because of a positive employee experience.
From more engaged, innovative and productive staff to a happier, more supportive working culture. The benefits of a positive employee experience are many and varied. In fact, according to research companies that invest in employee experience are four times more profitable than those that don’t.
When you combine all of this, it’s not hard to appreciate the positive impact this can have on your customer experience.
The future of employee experience
From remote and hybrid working, to strategies to better manage wellbeing and mental health issues. These are just some of the fresh challenges to have evolved in recent years that employers have had to manage, in order to improve their employees’ experience.
While It’s hard to accurately predict what challenges may impact employee experience in the future, as it’s typically influenced by wider changes in society, as well as the evolving expectations and demands of workers, employers need better ways of identifying them.
A good option is to regularly survey your staff for feedback at various points along their employee journey with you. That way you can keep on top of any fast-changing sentiment and ensure you’re more in tune with their changing needs.
Employee experience for remote workers
When it comes to the experiences of staff working remotely and those in the office, they’re likely to be different due to the contrasting challenges resulting from their differing surroundings.
While challenges such as managing noise, stress, time management and office culture may be important to office-bound staff, for those working remotely an organisation’s communication policies and tools for working remotely and building connections with others may be more impactful on their overall employee experience.
However, whatever the challenges, employers need to work with their staff on managing these challenges if they’re to improve their employee experience. And the best way with a remote workforce is to obtain their feedback through a remote working survey.
Begin your EX journey
Have a chat with our professionals about how we can get you started.