While employers have made strides to improve aspects of the employee
experience, a new study reveals that employees believe there is still
a gap between good and great.
First, consider a few positive stats. A new survey from ServiceNow shows that 85% of
employees are enthusiastic about their position and company when
starting a new job, and 72% report a positive experience during their
first few weeks.
But for many workers, starting a new gig is the peak of their
employee experience. When asked to consider how their experience is
today, just 63% continue to be enthusiastic about their position and
How do organizations ensure that your first day won’t end up being
your best day? That drop in satisfaction suggests early positive
feelings aren’t lasting. Where are the key areas for organizations to improve?
There are countless moments in the employee experience that impact
an employee’s experience with work and their relationship with their
employer. Our research suggests a number of critical insights:
Day-to-day experiences matter
First, recognize that it’s
not just the big moments that capture an employee’s experience. For
example, our research shows that employees don’t find it easy to get
simple things done, including finding information about a company
policy (41%), resolving an issue logging in to software (46%), or
getting a question answered about their benefits (45%).
Mobile device access is a gateway to productivity as well. In fact,
63% of employees with access to mobile tools believe it improves their
ability to access needed information and 47% believe it helps improve
their ability to get work done.
Employees see these as table stakes, while companies struggle to
provide these basic support functions. And as organizations grow, so
does the disconnect.
Big moments matter, too
We also need to recognize that
workers need to know employers care about the big moments too, such as
pre-boarding activities, offboarding to a new job, or taking parental
leave. When it comes to these big moments, employees specifically
state that employers could positively improve the employee experience
with better support staff, better access to information, and better
access to communication tools.
Even though employees are excited when starting new jobs, the
pre-boarding process needs improvement. Less than 60% believe their
employer clearly communicated what to expect on their first day and
just a third of employers made it easy to complete pre-hire paperwork
on a mobile device.
Employees reveal some especially interesting insights regarding
offboarding and leave. For offboarding, two thirds of employees (67%)
report that their former employer didn’t conduct an exit interview. A
negative offboarding process speaks volumes about whether an employee
would return: Only 43% would consider working for their former
employer in the future, and only 42% would refer a friend or colleague
to their former employer.
For leave, the numbers aren’t much better. Nearly half of employees
don’t find it easy to hand off work before a leave of absence, and
even fewer say the same about picking up projects upon returning from
a leave of absence. This means the organization’s interest in
“collaboration” is only going so far.
A holistic experience
Leaders should recognize that the
employee experience is about far more than individual moments, whether
big or small. It’s a holistic experience that employees engage with
With all the talk of the employee experience today, are employers
missing the mark on what really matters? Have employers been focused
on everything but the service experience at work?
Recall that less than half of employees feel that finding basic,
everyday information about their jobs and benefits comes easily to
them. There’s also a gap between the positive emotions employees
experience as they start a new job and their emotions after a few
weeks or months in the job.
There is, however, a solution to these and many other problems, a
solution that can alleviate concerns from employers and employees
alike. According to our survey, 77% of employees expect their
companies to offer a portal to access information in one central location.
A better service experience
HR is often playing catch-up
at most organizations to create consumer-like experiences for new
hires. To make real change, employers should consider the service
experience holistically across the entire employee journey.
Making real progress may require employers to remove the burden of
deciphering where to go and what to do. Employers should be offering
employees easy self-service in the flow of their work. Employees
should have the option to click, swipe, or chat to resolve an issue
anytime and anywhere. And employees need to be better equipped with
what they need during those important moments of change.
Download our full free report on the employee's point of view on employee
experience. You will find even more areas where organizations can
improve the holistic experience and harness the consumer innovations
that employees expect in their work life.