eCommerce News New Zealand logo
The latest digital commerce news for Kiwi businesses
Story image

The six steps to discovering the X factors in the employee experience

By Sara Barker
Thu 20 Oct 2016
FYI, this story is more than a year old

Sales could improve by as much as 3% if employees were more engaged with their work, and businesses should put more focus on monitoring that engagement, new research from Gallup has found.

Qualtrics Asia Pacific and Japan managing director Bill McMurray believes that engaged employees excel in all areas compared to their unengaged counterparts.

“Companies with engaged employees outperform those that don’t. Collecting feedback from employees at every stage of their interaction with the business – from onboarding through to exit – can give the organisation insight into how they can improve the employee experience and retain top talent," he says.

Qualtrics believes that in order to form and monitor employee lifecycle feedback, a six touchpoint programme should ideally include feedback in the recruitment, onboarding, surveys, and employee exits. Touchpoint 1: Recruitment Qualtrics believes that employee evaluation should begin during the pre-hiring stage, using it to gain insights that can shape hiring decisions and the recruitment process and increase acceptance rates.

“Organisations should solicit feedback from both successful and unsuccessful candidates to get a broader range of perspectives on the recruitment process," McMurray says.

Touchpoint 2: Onboarding Finding out how new employees rate their early experiences, training and orientation with the organisations can provide insight about employee knowledge and skills - and whether they're right for the job.

“Organisations make a significant investment in new employees. By improving the onboarding process, the ramp time to value can be reduced, thereby accelerating the ROI from the new hire investment," McMurray says.

Touchpoint 3: Employee engagement surveys

The use of engagement surveys can be a key method of discovering what drives real engagement. Opportunities for benchmarking and improvement can be identified using this process.

Touchpoint 4: Engagement pulse surveys These surveys work well with employee engagement surveys, adding a better level of depth into issues that may have been discovered on a time or department level. This survey type can also monitor trends.

“Pulse surveys are most effective when implemented throughout a year to determine the effectiveness of action plans that were developed based on the engagement survey feedback. Smaller samples of employees, that are statistically representative (e.g. 10 to 25 percent), can help to avoid survey fatigue and ensure higher response rates," McMurray says.

Touchpoint 5: Developmental 180 and 360 surveys

It's out with the old performance reviews and in with the new 180/360-degree assessment reviews. These reviews incorporate peer and department feedback to broaden the input and feedback during employee reviews.

“To be effective, organisations should base these assessments on the employee’s core competency model and distribute the reports within 24 hours of collecting the data so it’s still relevant," McMurray says.

Touchpoint 6: Employee exits When employees leave, Qualtrics believes it's important to find out why. This can facilitate changes that can reduce the expensive turnover process. Adding automated surveys may also help with honest feedback, which is difficult in face-to-face situations.

“Employee engagement is directly linked to improved Customer Experience, which in turn is directly related to increased revenues so it should always be a key focus area for organisations. One of the best ways to run an employee lifecycle program is through a real-time survey platform that is sophisticated, yet easy-to-use. This way it is easy for employees to provide feedback and the organisation can see the feedback in real-time (even before the survey has closed) and they are able to take action quickly on the data being collected," McMurray says.

Related stories
Top stories
Story image
Cyber resilience
NZ’s Cyber Resilience Framework to be evolving and potentially automated
The government's already putting $2.4 million into the Cyber Resilience Framework in its initial stages, what is it and why is it important?
Story image
Sustainability
CDC hyperscale data centres now open in New Zealand
CDC Data Centres (CDC) says two new, state-of-the-art hyperscale data centres are now open for business in Auckland.
Story image
MarTech
CM Group recognised as Best Overall MarTech Company
MarTech Breakthrough has ranked CM Group as the Best Overall MarTech Company for the third year running and Cheetah Digital as Best Overall Marketing Campaign Management Solution.
Story image
Contact Centre
Treasure Data launches new customer experience functionality
Treasure Data has introduced a new strategic vision and product positioning for Customer Data Cloud, reflecting the company's focus.
Story image
Sustainability
NZ program recovers and recycles more than 177 tonnes of e-waste
The TechCollect NZ pilot program says its milestone of recovering and recycling more than 177 tonnes of ICT e-waste recognises the efforts of many.
Story image
Customer
OfficeMax NZ sees significant growth through Seismic partnership
OfficeMax New Zealand has announced it has seen a significant increase in customer and sales confidence as a result of Seismic’s digital enablement software.
Story image
Sales
BNZ launches first tap-on-phone point of sale app in NZ
Bank of New Zealand has launched BNZ Pay, an innovative mobile app for retailers that transforms an Android device into a contactless payment terminal. 
Story image
Apps
Freshworks integrates with Google's Business Messages
"The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps."
Story image
Artificial Intelligence
Oracle unveils AI-powered application to automate sales
Oracle has unveiled the next generation of Fusion Sales, an application that automates sales and identifies the opportunities worth pursuing.
Story image
Artificial Intelligence
Cyara rolls out comprehensive, automated chatbot feature
Cyara has unveiled new chatbot testing features with the latest release of Cyara Botium, creating a solution for comprehensive, automated chatbot testing and assurance.
Story image
Google Cloud
Google Cloud to open first cloud region in NZ - among others
Google Cloud has announced plans to bring three new cloud regions, one each in New Zealand, Malaysia and Thailand.
Story image
Cloud
Microsoft and Auckland Transport announce new cloud agreement
Auckland Transport (AT) and Microsoft have announced a new cloud agreement aimed at promoting innovation, reducing costs and improving sustainability in transport services.
Story image
Commerce Commission
The NZ TCF endorses move by ComCom to promote TDR dispute scheme
The New Zealand Telecommunications Forum has welcomed the move by the Commerce Commission to further promote customers' access to the Telecommunications Dispute Resolution Scheme (TDR).
Story image
ShopBack
Forter and ShopBack enhance partnership to further prevent fraud
Forter and ShopBack have enhanced their partnership with the addition of better eCommerce security solutions for customers.
Story image
Internet
InternetNZ appoints new chief executive. Will take over in October
InternetNZ has announced the appointment of its new chief executive, with Vivien Maidaborn taking over the role from interim chief Andrew Cushen in October.
Story image
Remote Working
Mantel Group continues NZ expansion with Auckland office
"Our desire is to offer real understanding to our New Zealand clients, and help provide solutions that better their business.” 
Story image
Customer
Airwallex launches an online payments app on Shopify
Airwallex has launched an online payments app on Shopify, allowing merchants to integrate a gateway plugin on their online store to accept payments from their global customers.
Story image
Planning
Digital key for smart investment in public infrastructure for NZ cities
Major public infrastructure projects can better manage risks of cost overruns and delays if they deploy data and digital tools at the earliest planning stages.
Story image
Sustainability
Visa launches Eco Benefits solutions in Australia and NZ
Eco Benefits is a suite of sustainability-focused solutions that will help Visa cardholders better understand the environmental impact of their payments.
Story image
Financial results
Facebook NZ financial report reveals notable revenue increase
Revenue from contracts with customers increased by $NZD 1,089,292 compared to 2020's figures.
Story image
Tablets & laptops
Chromebook and tablet shipments see another rapid decline for the year
According to research from Canalys PC Analysis, Chromebook and tablet shipments have fallen for the fourth quarter in a row for Q2 of 2022.
Story image
CRM
Forrester names Pega a Leader in CRM Solutions 2022 report
Forrester Research has named Pega a Leader among 11 competitors in The Forrester Wave: Core CRM Solutions, Q3 2022 report.
Story image
SaaS
OpenText launches new solutions on Salesforce AppExchange
Included in this latest launch is OpenText Core Content, a Content Services platform that customers can leverage to effectively manage their content.
Story image
Forrester
SAS is a leader in anti-money laundering - Forrester
The latest Forrester report revealed that SAS received the highest score in the anti-money laundering category of 15 vendors.
Story image
Cloud
Sitecore caters to modern marketing teams with CMS cloud launch
"Sitecore's move towards a composable SaaS offering for creating and delivering digital experiences is in line with what marketing teams are looking for.”
Story image
Microsoft
Infobip’s SMS and WhatsApp services are now available through Microsoft
Infobip has integrated its WhatsApp and SMS channels through Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Marketing.
Story image
Revenue
IBM NZ sees significant revenue increase in latest report
IBM NZ has posted revenue of $172,449,000 for the financial year, according to its latest report, a year-over-year increase of over $47.5 million compared to $124,904,000 in 2020.
Story image
Phishing
Akamai research finds PayPal security measures utilised in new phishing scam
New research from Akamai has found that a new threat actor is parasitising benign WordPress sites to execute an extensive PayPal phishing scam.
Story image
New Zealand
Research finds Kiwis prefer real backdrops in video calls
New research from Natural Paint Co. has found that 74% of Kiwis prefer seeing a natural background behind people during video meetings.
Story image
eCommerce
Marketplacer and Intelligent Reach to help retailers sell online
Intelligent Reach can now support Marketplacer marketplaces that want to sell their products through other places, such as Google and Facebook, eBay and Amazon.
Story image
Economics
9 in 10 retailers prepared for economic challenges this year
Some 9 in 10 retailers (86%) are prepared for continued inflation, higher interest rates and potentially lower consumer spending, according to new research.
Story image
Revenue
Cisco NZ revenue declines by over $18.5 million - report
Cisco NZ has released its latest financial report, showing the company's total revenue has declined by more than $18.5 million year-over-year.
Story image
Social Media
ActiveCampaign reveals consumers seek trusthworthy content
Consumers will engage with new brands across all channels, including online, in-store and social media, as long as the content is relevant and trustworthy.
Story image
Financials
Google NZ numbers show strong comprehensive profit increase
The latest financial report from Google New Zealand Limited has revealed an increase in total comprehensive profit of over $NZD 7 million.
Story image
Facial recognition
Māori data specialists not consulted on facial recognition technology - data sovereignty expert
Māori data specialists are accusing the government of ignoring them while going ahead and expanding the reach of facial recognition technology.
Story image
KICKS CREW
KICKS CREW selects Forter to help scale global eCommerce operations
KICKS CREW has selected Forter to help scale its global digital commerce operations.
Story image
Customer experience
BillingPlatform introduces new enhancements to revenue management services
Some of the new developments include hosted payment pages, and new and updated connectors to Salesforce, NetSuite, OneSource, Avalara and other enterprise systems.
Story image
Cybersecurity
eCommerce fraud increasing pressure on businesses margins
It is vital for businesses to maximise the value of every dollar by turning away as many fraudulent actors as possible without blocking good customers."
Story image
Printers
Comedy legend Jimeoin fronts Epson advertising campaign in NZ and Australia
According to Epson the company’s EcoTank models now account for 74% of all printers sold in the category in New Zealand, alone.
Story image
Payments
Tranxactor Group to build customer loyalty with Oracle
Tranxactor has chosen Oracle Cloud Infrastructure (OCI) with Enterprise Database Service to allow it to provide brands with immersive customer engagement and loyalty programs.