gptw: the power of feedback · gptw survey retention interviews: by department turnover analysis...
TRANSCRIPT
The Power of Feedback
Sarah CoakleyDirector, Employee [email protected]
Kathleen VeghManager, Employee [email protected]
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@GPTW_US #gptwconf
2,200+ Employees in 13 Cities
0
500
1000
1500
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2500
1991 1995 1997 1999 2001 2003 2005 2007 2009 2011 2013 2014 2015 2016
Employee Growth
• Passionate, accessible LEADERSHIP
• Visible CORE VALUES
• Focus on TRAINING & PROFESSIONAL DEVELOPMENT
• Continuous COMMUNITY INVOLVEMENT
• Belief in WORK-LIFE BALANCE & EMPLOYEE WELL-BEING
• Inspiring INNOVATION
• Competitive BENEFITS
• Exciting ENVIROMENT
What makes up our CULTURE?
How Do I Get It?
What Should I Do With It?
Why Should I Bother?
Feedback
How do I get it?
1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
eNPS Survey
GPTWSurvey
Retention Interviews: By Department
TurnoverAnalysis
TurnoverAnalysis
TurnoverAnalysis
TurnoverAnalysis
Feedback Cycles
Exit Interviews: As Needed
Slide - Small Images to show all Feedback Vehicles. Or one general feedback image.• eNPS Survey• GPTW Reports: Trust Index and Best Practices Report• Retention Interviews• Targeted Surveys• Turnover Analysis• Exit Interviews
eNPS Survey
How likely is it you would recommend us to a friend?
10 99 8 7 6 5 4 3 2 1 0
Net Promoter Score
=%% -
Extremelylikely
Not atall likely
eNPSReports
eNPSReports
RetentionInterviews
Annualized TurnoverTurnoverAnalysis
0%
2%
4%
6%
8%
10%
12%
2014 2015 2016
Involuntary
Voluntary
ExitInterviews
What should I do with it?
Many companies…
• forget to connect actions to employee feedback.
• keep feedback private.
• do nothing.
I saw an article supporting a six hour work day. I would love to have us try this. 8 and 9+ hours days get old after a while.
- Quality Assurance Employee
I hate to see good, hard-working peers leave. I would suggest that we get more aggressive in our efforts to retain the right people at Hyland. Formalized retention programs are very much needed, based on the numbers of people departing the company.
- Sales Employee
QuarterlyBusiness Review
QuarterlyBusiness Review
eNPS Quarterly Score History
QuarterlyBusiness Review eNPS Response Rates by Quarter
Overall Themes
Strengths• Great Place to Work
• Perks & Culture
• Hylanders
• Work Environment & Facilities
Opportunities• Compensation
• Company Growing Pains
• Communication & Guidelines
QuarterlyBusiness Review
Career Development Initiative Employee Referral Program
UltiPro EnhancementsEvent Ticket Program
Campus Security
In Progress
Dashboard
Employee Work Travel PerksEmployee Anniversaries
Performance Review Process
Not Started
Hardware Refresh ProcessRemote Network Performance
Maternity Leave
Implemented
I think Hyland does a great job at being progressive and being ahead, or with the rest of the world, in terms of benefits. However, one area that can be improved is the Maternity/Paternity leave options.
- Global Services Employee
Retention Interview Themes
VP SyncMeetings
How do you get it?
HR Portal
Why should I bother?
We want this… Not this…
2,000 x 20% = 400 x $70,000 = $28,000,000
vs
2,000 x 10% = 200 x $70,000 = $14,000,000
Savings = $14,000,000
Actively Disengaged Engaged Disengaged
52% are
DISENGAGED
18% are
ACTIVELY DISENGAGED
30% are
ENGAGED
Employee Engagement
Wrap Up
Tips to Takeaway
1. Be willing to listen
2. Don’t take negative feedback personally
3. Be ready to change
4. Connect actions back to employee feedback
5. Provide transparent updates and publicly
close the loop throughout the year
Questions?
THANKYOU!
Sarah CoakleyDirector, Employee [email protected]
Kathleen VeghManager, Employee Engagement