CHANNELS

Employee Measurement Touchpoints

Measure and manage key moments in your employees’ experiences from the first interview to their last day⁠—making sure you’re not missing out on opportunities to optimize and improve.

Point-in-time surveys + always-on feedback

Drive engagement + impact critical business outcomes at every stage of the employee life cycle.

Onboard

60% of employee turnover happens in the first 30 days, which makes it critical that companies have:

  • Interview processes that clearly define roles and expectations
  • Effective training methods covering every aspect of the job
  • Managers willing and able to offer feedback and support

SMG’s onboard survey measures every facet of the hiring and onboarding process to make sure your new hires are ready from day one. Plus, you can be notified in real-time to determine when and where you may be falling short.

Core engagement survey

Engaged employees are more likely to be innovative, productive brand ambassadors—qualities critical to driving highly satisfied, loyal customers. At SMG, we deploy a proven set of core questions to assess your current engagement and leverage our industry-leading AI-native text analytics to understand the why behind the numbers. Ultimately, we help you set specific goals and create trackable + accountable action plans to achieve them.

Engagement check-ins

To track progress on your core engagement efforts and continue the conversation on key themes throughout the year, SMG offers engagement check-ins. These short surveys allow brands to follow up on their action plans to make sure concerns are being addressed consistently and effectively.

Custom pulse topics

These short, 2–3 minute questionnaires conducted at strategic intervals give clients an easy way to touch base with front-line employees. When used effectively, they can provide a quick read on important organizational issues and help you measure and improve performance during critical periods.

Exit

Hiring and training new employees is expensive, but our exit surveys deliver insights on how to reduce turnover straight from the source. If you’re not measuring and tracking the factors influencing a departing employee’s decisions, you may be overlooking resolvable issues, including:

  • Unfair scheduling practices
  • Recurring problems with day-to-day job dynamics
  • Managerial problems
  • Culture fit
Always-on VoE

Employees who feel their voices are heard are more likely to feel empowered to perform their best work. With rapid changes to the employee landscape, it’s important to react quickly to feedback and not have to wait until the next annual survey. With always-on Voice of Employee (VoE), your teams are able to:

  • Surface problems, suggestions, or compliments 24/7—directly from your front line, in real time
  • Put the data in context with open-ended feedback forms placed on your brand’s intranet, website, or LMS
  • Streamline the feedback-to-insight process with intuitive text analytics reporting
point-in-time feedback options

Connect with employees where (and how) they want

Your EX program can’t be one-size-fits-all. Employ a cross-channel approach that provides a variety of invitations and feedback options—so you can hear from more of your employees.

  • Email
  • SMS text message
  • Digital feedback tab
  • Video capture
  • Learning management system integrations
connect with employees on all devices and platforms

Frequently Asked Questions

Employee experience management, frequently abbreviated as EX, is the process of measuring employee sentiment throughout the employee lifecycle at regular intervals, at key touchpoints, and through always-on feedback options.

Data collected from EX management is used to inform business decisions that contribute to the overall health and success of the company.

The Service Profit Chain, a Harvard Business School study, showed that by driving engagement and reducing turnover at every stage of the employee life cycle, brands are rewarded not just with more engaged employees, but with more loyal customers.

Much like managing customer experiences, EX lets you measure employee satisfaction and underlying influences before you lose employees. Additionally, engaging with employees and acting on their feedback inherently promotes greater loyalty.

EX programs utilize a wide range of employee surveys, including but not limited to engagement, onboarding, exit, always-on, and pulse surveys. EX providers also frequently create customized surveys like lifecycle surveys triggered by milestones, program evaluation, candidate experience, and 360 feedback.

When excellent services are delivered by a highly motivated, satisfied staff, customers feel more connected to the brand in a positive way that drives long-term loyalty—enabling the organization to achieve sustainable business growth and allowing the organization to focus resources on continuing to improve employee and customer satisfaction.

Guide
What is a Software with a Service (SwaS) Approach to Experience Management?
Case Study
Digital CX Case Study 2023
White Paper
How to create auto services membership programs that drive value

Learn more about our employee measurement touchpoints.