Gartner Research

Apply Voice-of-the-Customer Best Practices to Voice-of-the-Employee Initiatives

Published: 25 April 2017

ID: G00326286

Analyst(s): Ron Hanscome , Jim Davies , Helen Poitevin

Summary

Within the digital workplace, the voice-of-the-employee concept is gaining traction as a way to consolidate worker feedback and take action. Here, we identify key voice-of-the-customer best practices that application leaders transforming human capital management should apply to VoE initiatives.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Build a VoE Strategy That Includes Metrics and Measurement Rationale, as Well as Expected HCM and Broader Business Outcomes
    • Build the Business Case
    • Develop the Initiative Infrastructure
    • Define Scope Within the Organization's Broader Engagement Strategy
    • Learn From Others
    • Educate Stakeholders Early and Often
  • Determine the Right Data Sources, Collection and Measurement Methods, and Enabling Technology Options
    • Audit Existing Activities and Apply Best Practices
    • Engage a Consultancy as Needed
    • Embrace a Multiphase Strategy
    • Pilot the Most Promising Feedback Technologies
    • Determine the Best-Fit Solution Architecture and Data Model
  • Make the VoE Initiative Actionable by Equipping Stakeholders to Respond Quickly to VoE Data Insights
    • "Close the Loop" by Creating a Mechanism for Insight and Action Distribution
    • Develop Metrics and Measure the Impact of the Initiative Over Time

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