The Voice of the Employee is every bit as important as the Voice of the Customer. The experience that your customer receives is almost certainly delivered by your employees. They have the ability to make a poor process tolerable, and for each and every interaction to be just that little bit better.
Those employees can be very sensitive to small changes in conditions within your organisation. Their morale affects the service they deliver. Their attitude defines your brand experience.
Not only that, but you can also learn a lot from your employees that will help you improve the efficiency and experience of your systems and processes. The people tasked with delivering customer service often get very direct feedback, and develop an intuitive understanding of what works well and what doesn't. It's worth asking them on a regular basis what they're thinking and feeling about working within your organisation.
An added bonus that comes with measuring the Voice of the Employee is that you can track changes in morale and conditions over time. We all know as business leaders that we want to create an environment that allows our employees to thrive, but it's not always clear if the initiatives you're delivering will help you achieve that.
Talk to us today if you'd like to find out more about how ServiceTick could help you produce inexpensive yet powerful VoE programmes.