Measure & Improve the Employee Experience | The MSR Group

Employee experience.

Your employees have a unique perspective on how well your organization serves customers. They’re on the front line. Measuring and monitoring interactions between employees and customers, from the employee perspective, can create a better work environment while improving customer experience.

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What employee feedback can do for you.

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Employee Engagement — Measuring employees’ commitment to your organization, their feelings about their work and their understanding of your corporate values provides insight into your managers’ effectiveness and your overall culture.

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Exit Surveys – Turnover is expensive, and excessive turnover has an impact on both your organization’s reputation and your remaining workforce’s morale. Exit surveys help you identify the reasons why high-value employees choose to leave so you can address them proactively.
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Employee Onboarding – New employees have a fresh perspective on your organization, in addition to valuable experience at other companies that can be used to your advantage. Onboarding surveys provide insight into the effectiveness of your recruiting and selection processes and training programs.
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Event-driven – Significant organizational events or changes impact employees in different ways. Surveys conducted around these events can track attitudes and help drive communication strategies.

Happier Employees = Better Customer Experiences

Your employees are interacting with your customers on a regular basis. It’s proven that satisfied employees create more satisfied customers, generating return business.

Our Solution: APECS® Workforce

APECS® Workforce keeps employee satisfaction a top priority by conducting ongoing surveys to better understand how your employees feel about their jobs.

To help you take full advantage of the unique perspective employees have regarding the customer experience, APECS® Workforce surveys include a robust set of questions focused on employee perceptions of specific elements of the customer experience. By maximizing linkage with customer feedback, APECS® Workforce helps you turn your employees’ feedback into targeted actions to improve your customers’ experience.

 

Performance Monitor Dashboard

Collecting data is one thing. Actively evaluating and using that feedback is another. The APECS® Performance Monitor dashboard lets you easily view employee feedback so you can act on it quickly.

Ongoing Employee Feedback

Traditional employee surveys include a small number of questions to assess employee perceptions of their organization’s overall service orientation. This is a missed opportunity.

Your front-line employees are closest to your customers. They’ll often be the first to hear about issues and opportunities. APECS® Workforce lets employees provide continuous feedback about the customer experience. By capturing employee input on a regular, ongoing basis, APECS® Workforce helps you identify and address customer issues before they reach a critical state.

Improve your employee experience.

The experts at the MSR Group are ready to help you learn more about how APECS® Workforce can help improve not only your employees’ jobs, but your customers’ experiences as well.

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