Increase in responses
Although employees wanted to give feedback about their experiences, they had problems finding how to do it, it was too hard and they didn’t get the follow-up expected. This led to the unhappy tales being told in the corridors or at coffee machines, and the good experiences did not receive the attention they should.
This resulted in service owners blindness: You can't develop what you don't see.
If you reach out to the employees at the time they are in contact with you or using your service, it is much more likely that they will also give feedback.
And if you connect the feedback to accepting a ticket resolution or other type of "end of a process", you will certainly get more responses.
Make it clear to all employees that their contribution matters - that it is actually high on the agenda and followed up. This ensures continued success.
Stop doing surveys. Use HappySignals to measure employee experience by:
… and you will have super useful data on what and how you need to improve in your IT.
Equinor is an international energy company present in more than 30 countries worldwide, including several of the world’s most important oil and gas provinces.