This presentation, originally delivered as a webinar, outlined the latest in thinking around employee feedback programs, specifically looking at pulse surveys and innovative ways organisations can use them.

1. Sarah Marrs
Employee Engagement Specialist!
Qualtrics !
Employee Pulse Surveys
Fresh Approaches to Employee Feedback Programs

2. HOUSEKEEPING
- The recording and slides for today’s presentation will be made
available on talentweek.com along with other content and webinars
from throughout the week
- Please use the chat window to submit questions throughout the
webinar, we will have time designated at the end for Q & A
- Join the conversation on Twitter by tweeting @Qualtrics using
#talentweek

3. Introductions
SARAH MARRS | QUALTRICS
Employee Engagement Specialist
sarahm@qualtrics.com

4. • Why Pulse surveys?
• A program of 3 layers
• Advantages and practical
considerations
Today’s Agenda

5. Annual
Survey
Pulse
Survey
Pulse
Survey
Pulse
Survey
Why run surveys at all?
Increase
productivity
through
motivation
Pulse
Survey
Ask less questions more often
Be more responsive
Gallup Consulting:
High-engagement firms grow EPS
at 28%, low-engagement firms
experience EPS
growth rate decline of 9.4%.
Blessing White:
85% of engaged employees
planned to remain with their
employer for ten or more months
Rutgers University:
Highly engaged
business units an average 3.4x
more effective financially than less
engaged units

6. Asks:
The “standard” pulse
Participation:
Some annual survey items:
Engagement
Drivers of Engagement
Action planning items
Some new items
Is run in conjunction with the annual survey
Managed through sampling
Survey either controlled participation (random sample)
Or open participation
Is run via computer access
Length and Frequency:
Monthly or Quarterly
10-20 items
Reported: At Business Unit level or one below

7. A program of 3 layers
Employee Sentiment
Employee Experience
Closing the Business Loop
HR
Senior Leaders
Management
HR
Senior Leaders
Management

8. Employee Sentiment
Question examples
• This company motivates me to go above and beyond
• I’m feeling optimistic about the work I’m doing
• My work-life balance has been reasonable this week
• I’m looking forward to coming to work this week
May
June
July
August
Gives a company a read on employee morale
• Understanding how this is impacted by other things
• Understanding how this fluctuates through the year
• Allows leaders to tailor/increase communications
Time-based
~5 questions
Sept
October
If response is negative:
What’s the main reason:
• Workload
• Tough client
• Dysfunctional project
• Technology not working
• Team conflict
• Frustrating project

9. Employee Experience
First
day
Exit
Gives a company a measure of the employee experience through
their lifecycle with the business
• Is the business doing its best to enable its people?
• Are we maximising our existing initiatives (training, induction
programs etc)
• What are the warning signs of high-performer attrition?
First
week
First
month
Passed
probation
Promotion
Annual Perf.
Review
Employee
lifecycle-based
~10 questions
Annual Perf.
Review
Training
• Organisation enabling new joiners with
training / equipment
• Organisation making people welcome
• Optimism around new role
• Motivation for the job
• Feeling PR was fair/well-
conducted
• Impact of review on
engagement
• Effectiveness of
training
• Reasons for
exit
• Feedback on
role/team/
manager
• Impact of
promotion /
pay-rise on
engagement

10. Close the Business Loop
Low / high-
takings for
the week
Connects those employees who are in the detail with leaders in a constructive way
• Capturing immediate, in-the-moment feedback, aggregating it and giving it to leaders
• Feedback is anonymous and objective
• Enables continuous improvement – highlights where the blockages are in a business
• Treats employees as the experts
• Provides a place for employees to give their views
Large client
– sales call
Client mid-
project review
Operations
-based
~2-3 questions
Lose / gain a
big client

11. Close the Business Loop
What best describes how you currently feel
about this project?
• Energised
• Frustrated
• Concerned
• Stressed
Do you feel you were able to give your best
service to customers today?
How optimistic would you say you were
about the success of this implementation?
If response is negative:
What’s the main reason:
• Workload
• Tough client
• Dysfunctional project
• Technology not working
• Team conflict
• Frustrating project

12. A program of 3 layers
Employee Sentiment
Employee Experience
Closing the Business Loop
HR
Senior Leaders
Management
HR
Senior Leaders
Management

13. Advantages of
trigger-based feedback
• Less likely to lead to survey fatigue
• Engages employees, but as a byproduct
• Is an objective way to give feedback
• The feedback is about business – not about
feelings
• Captures feedback in-the-moment
• Once set-up, provides continual feedback
automatically
Can integrate with other
systems:
• CRM system
• HR management systems
• Onboarding system
• Even pen and paper

14. Some practical considerations
The laws of sampling:
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
%ofpopulationneededtogetrepresentativesample
(±3confidence)
Population size
More regular data
Less regular data

15. Q&A