In nearly every organization, employees are the face of the company to the customers and the primary provider of the brand experience. Employees are an incredibly valuable – but often overlooked – source of rich insight, which our text mining software can mine to provide voice of employee data to feed into the Customer Experience Management process.
Key Benefits
Text analytics will transform various sources of employee input such as intranets, surveys, internal portals and performance review systems into insights that the rest of the organization can use for better understanding of customer experience.
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Multi-rater surveys and other research into employee sentiment can identify issues during significant business changes, team effectiveness, operational shortfalls and performance challenges. Improvements in employee satisfaction have shown a positive effect on customer satisfaction.
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As employees are on the frontlines of customer experience, collecting their input through surveys, an intranet or other means provides an opportunity to leverage their tribal knowledge and extend individual best practices and ideas across the entire organization.
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Inclusion of open-ended comments into research into employee engagement can improve organizational diagnosis of drivers behind productivity, retention, and customer satisfaction scores.