Equinor

Equinor

From 300 responses per month to 440 PER DAY - We are not blind anymore!

← Go Back to Customer Cases

4000%

Increase in responses

Extremely valuable data

for Management

"Our management is actively following the analytics in HappySignals."

Hans Kristian Lange

Challenge

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.

Approach

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.

Solution

Stop doing surveys. Use HappySignals to measure employee experience by:

  1. Asking to approve a ticket by rating the service they were given
  2. Estimating how much time was lost because of the incident or request
  3. Selecting the main reason(s) for the scores they gave from a relevant set of factors

… and you will have super useful data on what and how you need to improve in your IT.

Facts

  • 40000 employees
  • Platform: ServiceNow
  • Usage started: January, 2018
https://www.equinor.com

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.