An Intellyx Brain Candy Brief
You know the drill. Call the service desk, and when you’re done, you get a satisfaction survey. However, there are three problems with this approach. First, response rates are often low — mostly because of the way organizations ask the satisfaction questions. Second, the data often give false readings as organizations receive high satisfaction ratings yet consistently hear that their employees are unhappy. Finally, even if their employees are happy at any given point in time, that doesn’t necessarily mean that they’re happy overall.
Start-up HappySignals thinks there’s a better way. The company has reinvented service management satisfaction using an approach similar to the Net Promoter Score (NPS) — creating what it calls the Happiness Score. Unlike most traditional satisfaction approaches, the company uses a research-based set of standard questions that gauge the employee’s experience and happiness rather than the success of the process in the form of SLAs.
Moreover, the survey also asks its respondents to estimate their lost productivity. This survey data is then converted into a set of dynamic analytics that enable organizations to understand everything from the systems that are creating the unhappiest outcomes to the correlation between happiness, productivity and a wide range of contributing factors such as location, business unit, language, etc. Finally, the company enables organizations to continually measure employee’s overall satisfaction using sampled surveys and compare all of this data to the company’s customer-wide benchmarks. The result is a satisfaction measurement tool for service management applications that may finally help organizations improve productivity and enhance the employee experience.
Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
