Voice of the Employee

The missing piece of your CX program

We all understand the importance of asking customers “How are we doing?” in order to monitor performance and improve, yet many brands still only ask their employees the same question just once a year in their annual engagement surveys. It’s time to change. We believe a great customer experience starts at home, so we’re bringing employees back into the VoC sphere, allowing you to capture their emotion in real time, drive change, and close the loop.

Three is the magic number

There’s no such thing as a one-size-fits-all approach when it comes to your employees’ experience, which is why we advocate three different ways of capturing their feedback: always-on Listening Posts, triggered requests, and deep-dive annual aurveys.

There’s method in the madness — for the moments you can’t predict, our always-on Listening Posts allow your employees to share their thoughts, feelings, and ideas whenever they want to. When you know employees are likely to give feedback, such as after a company conference or a procedure change, triggered feedback requests can be automatically set up to provide a real time assessment of their emotions. Then when you want a deep-dive view of your employees’ satisfaction, an annual survey can help you to measure and benchmark your year-on-year engagement levels, helping you to understand exactly how your employees feel at every stage of their journey.