By 2020, 20 percent of organizations will include employee engagement improvement as a shared performance objective for HR and IT groups, but what metrics will they use?
In 2019, most organizations (74 percent) will still use formal, large-scale surveys to gauge how employees feel about their jobs and workplace, but that is down from 89 percent in 2015 — and an increasing number use other forms of engagement data as well or instead.
“Gartner expects 59 percent of organizations to use engagement data from sources other than formal surveys in 2019.”
Among those that don’t use such surveys at all, most (64 percent) use small-scale pulse surveys and one-off, topic-specific surveys to measure engagement.Read more: What Is Employee Engagement?
Formal surveys are far from extinct, but they are clearly on the decline. Gartner expects 59 percent of organizations to use engagement data from sources other than formal surveys in 2019, up from just 30 percent in 2015.
The increased use of real-time analytics and recommendation engines in both consumer and business technologies has raised concern that feedback gathered from traditional engagement surveys every two years (or even yearly) is not frequent enough to provide a complete and current perspective.
Lessons learned from ‘voice-of-the-customer’ initiatives
Some organizations are applying voice of the customer (VoC) concepts and services (such as social network analysis, sentiment analysis and social recognition and feedback channels) to gather additional insight around employee opinions, behaviors and attitudes — and produce a more holistic voice of the employee (VoE).
Data mining, natural-language processing (NLP), semantic analysis and machine learning are among the emerging techniques that, when applied to data that includes large volumes of written or unstructured content, can yield new insights into employee sentiment, behavior and predictive actions.
Armed with such insights, organizations can detect early signs of disengagement, identify influencers and detractors of engagement, or uncover emerging risks and opportunities resulting from changes in employee attitudes and actions.
Menu of choices for developing VoE
A holistic VoE strategy should include two or more of the following approaches.
HR can use other approaches to “listen” to employees that will help them understand employee engagement. These include focus groups, social analytics on data from platforms such as Glassdoor, LinkedIn, Facebook or Twitter, storytelling, workplace ethnography, and idea or innovation management.
HR leaders should consider the following as they deepen their work on improving the employee experience through better employee listening:
Helen Poitevin, senior director, Gartner authored this article, which can also be found here.
The views and opinions expressed in this article are those of the author and do not necessarily reflect those of CDOTrends nor HR&DigitalTrends.