July 24, 2017

Capturing the Voice of the Employee is essential to any organization that wants to maximize employee engagement and ensure employees are highly motivated and productive.  However, deploying a haphazardly designed survey annually or biannually in order to check it off the never-ending to-do list will not have the impact on engagement, profitability and customer experience that CSM typically experiences with customers.

So how do you capture the VOE?  A true VOE program is not just collecting employee engagement data.  It is a research-rich program with a set of tools that fosters improvement from actionable data.  CSM’s VOE approach has three main components that enables you to listen, act and positively impact your employees and the culture at your organization.

Capturing Employee Feedback

Our goal is to ensure that we are providing results that give you the greatest insights into the employee perspective.  Therefore, CSM collaboratively develops a brief, highly focused survey to obtain insightful and meaningful responses from your employees using both quant and qual questions.   During project kickoff, we work with you to develop and outline a communication plan and coordinate the logistics to launch the survey.  With an effective communication plan, CSM has seen online response rates of 65% to 90%*.

Interpreting the Data 

CSM provides continuous daily updates regarding response rates from a global perspective down to an individual location.  An online, device-responsive, report and dashboarding tool will be available shortly after the start of the project to review results in real time.   Our dashboards are highly customizable and feature a pulse on Employee Engagement.

*Based on consecutive employee studies and influenced by employee buy-in of anonymity

Many of CSM’s competitors simply report out the quantifiable results of the study, not providing the details needed to manage the low rated areas.  CSM reports the quant data, but also does a correlation analysis to determine which areas are key points of leverage in improving Overall Engagement.  We take it one step further, in that we don’t just focus on the number, we delve into the narrative.  From the rich qual data, the employee prioritizes what needs to be improved and how you can maximize employee engagement.  The Summary Report of Findings will include analysis and interpretation of all the survey data in order to:

  • Provide insight and clarity of the results
  • Expand understanding of findings to assist in the development of improvement initiatives
  • Include full cross-tab analysis and data mining of compensation type, tenure, departments, locations, regions, business units, etc.

React and Monitor 

CSM captures insightful employee feedback and uses highly sophisticated analysis to provide your company with all the necessary tools to react and monitor employee satisfaction.  These tools enable you to maximize employee engagement by responding and isolating issues and ensuring employee expectations are in line with the company culture.  The result of a VOE program is multifaceted, in that you will be able to differentiate your employee brand leading to higher retention and maximized productivity.  This increase of employee enthusiasm has a direct impact on customer experience resulting in higher profitability and cash flow.

If you would like to learn more about employee research, please contact us at info@csmresearch.com

Author Bethany Gripp, M.S. in Research, Six Sigma Green Belt and Net Promoter Certified Associate Vice President of Research at CS