Employee Experience. Over the past few weeks, we have looked at this topic from a variety of angles. Where do the origins of this concept lie? What exactly is behind this term? What are the goals of employee experience management and what challenges need to be overcome?
We have found answers to all these questions. Anyone who has followed the articles closely should now have at least an initial overview of the topic. But where do we go from here?
For over 30 years, TEMA-Q has made it its mission to take customer and employee experience studies to a new level. Our focus is on telephone surveys, which enable us to obtain very detailed and in-depth answers from respondents and then process them in such a way that they can be analysed in a differentiated manner.
This “Voice of Customer” or “Voice of Employee” forms the basis for successful experience management. If you know what really concerns your own customers or employees, it is much easier to develop appropriate measures to increase satisfaction than if you have only covered a few ratings and open question fields in an online survey.
To avoid misunderstandings: online studies are incredibly well suited for certain purposes and are also regularly used by us at TEMA-Q as a supplement. However, when it comes to measuring the experiences, perceptions and wishes of your customers or employees, telephone interviews, which offer scope for follow-up questions and detailed explanations, are often the better choice.
So if you want to improve the employee experience in your company, accompany change processes with the help of employee surveys, or work specifically on problems such as increased fluctuation or a lack of qualified junior staff, then you should also consider improving your survey methods. The right methods lead to the right results, which in turn are needed to derive and implement the right improvement measures.
In future, the topic of employee experience will crop up here from time to time, as it simply affects everyone and no company can afford to turn a blind eye to it in the long term.
If you have any questions on this topic or are planning a study in this area yourself, please feel free to arrange a consultation with us at any time.
Take a look at our LinkedIn profile at https://www.linkedin.com/company/tema-q/ to gain exciting insights into the world of customer and employee experience in the future.
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