Gathering customer and employee feedback on a specific process helped us to focus on those improvements that mattered most to our customers and employees. It was stunning to see how helpful these insights were and how excited the employees were to work on process improvements.
We started off by mapping out the employee and customer journeys for the selected services:
- A customer reports a malfunction (power cut)
- A customer applies for a subsidy after investing in sustainable infrastructure/housing
- A customer reports his/her power production via solar panels
Mapping out the different touchpoints and interactions that take place between employees and customers gave us insight in the key success factors and current pain points in each journey. Many organizations lack insight into the daily experiences of their workers. We helped them understand what works and what does not by mapping out both the customer and employee journey.
The next step was to identify the desired metrics to monitor both employee and customer experiences. We defined a mock-up Experience Dashboard, one for each pilot project (selected journey).
Next, we supported our client by gathering the necessary data to feed the validated dashboard. Customer experience and customer satisfaction (CSAT, NPS and CES) for the different services were already tracked on a continuous base via different suppliers leading to relevant insights on how to further improve the delivered customer experience. In parallel with the customer experience metrics, we set up internal surveys to monitor the employee experience (ESAT, ENPS and EES) in the teams responsible for each selected service (pilot). Each metric consisted of a score and a spontaneous motivation for the given score.
A last step consisted of integrating all metrics in a user-friendly dashboard showing employee experience, customer experience and relevant process indicators. The scores and analysis of spontaneous customer and employee feedback (as reported on the dashboards) are key inputs for the responsible teams to define improvement actions and to increase overall organizational performance.
Discover our take on the employee and customer experience: employease.