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
Research report: The role of employee feedback in CX
ARE YOU LISTENING
TO YOUR EMPLOYEES
MyCustomer surveyed 291 business leaders
to establish the importance of employee
feedback in delivering better customer
experience in their organisation.
The key ﬁnding?
Those with a formal Voice of the
Employee (VoE) programme in place
are more likely to see improvements
in customer experience.
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.
of those with a VoE programme
reported more engaged employees.
The Beneﬁts of a
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.
of respondents said Human Resources owned employee feedback
initiatives in their business.
of those 'not satisﬁed' with their VoE programmes had HR leading
43% that have VoE programmes
pair their employee feedback with
customer feedback to generate
Over two-thirds (67%) of those that say they
are very satisﬁed with their programmes pair
VoC and VoE data.
Those with analytics tools are more
likely to pair the two data sets.
Two-thirds (66%) of those with analytics
solutions pair the data.
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%.