Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Why? Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers.
5 Elements for Employee Experience Measurement
The average employee spends just over four years at a given job, and the experiences they have during their tenure are a crucial part of retaining them as part of your staff. Creating a positive environment for employees inspires passion and commitment toward their work–which results in better customer service and stronger performance, both of which contribute to the overall success of the organization.
Our latest PoV, “The EX Factor: 5 Areas That Effectively Measure the Employee Experience,” takes an in-depth look at the five key elements companies should consider when measuring employee experience. The first three areas were developed by Dr. Wilmar Schaufeli, professor of work and organizational psychology; the last two areas are derived by our InMoment Employee Experience Experts. Whether you regularly distribute surveys or collect feedback on a one-to-one basis, incorporating these elements into your employee experience strategy can help keep workers engaged and interested in their job:
- Vigor (Emotion): Measuring employee vigor is about determining their feelings toward work, how energized they are by their tasks, and if they feel their work contributes to their overall career goals. Vigor directly ties to employees’ investment in their job, ensuring they remain enthusiastic and optimistic in their role.
- Absorption (Action): Absorption measures how immersed employees are in their work. This allows you to uncover the parts of the job where they feel fully invested, tasks they enjoy, and general sentiment and enthusiasm. Absorption also ties back to vigor, allowing you to pinpoint where–and to what extent–emotions appear regarding work.
- Dedication (Commitment): In addition to understanding how excited and invested employees are at your company, it’s also important to gauge their dedication. For employee experience, dedication is defined as the involvement in one’s work and the accompanying sense of significance, pride, and inspiration. Measuring employee dedication allows you to see how their emotions and actions develop over time.
- Culture (Support System): Strong company culture isn’t strictly about benefits and perks. It’s about the support your organization provides for employees. Do you have strong corporate values that employees support? Is there a clearly defined corporate identity, mission statement, and brand promise that employees are aligned with? Employees can only sustain ongoing levels of vigor, absorption, and dedication if they feel strongly about a positive culture that they want to be part of.
- Orientation to the Customer (Impact): There are plenty of instances where employees are happy with their managers, team, and overall company environment, but feel less-than-enthusiastic about customer interactions. It’s important to survey employees to understand how and where they channel feelings about work–both good and bad. It’s important to gauge employee engagement as it relates to internal team members, as well as how it relates to delivering excellent value and experiences for customers.
Employee experience is about the people behind the company, much in the same way that customer experience is about the people behind the purchase. Understanding what motivates, inspires, and drives action for employees is key to creating better, lasting experiences for them.
Interested in more tips and insights on measuring employee engagement? Download our PoV, “The EX Factor: 5 Areas That Effectively Measure the Employee Experience” today.