BeyondEngagement

Employee Research

Welcome!As an HR professional, you already know the importance of engaging employees. The key, of course, is to turn engagement into action - to make sure your entire organisation is aligned behind the single objective of delivering a great customer experience.

At Ipsos MORI, our commitment is to put insight into the hands of your managers, helping you to drive excellence and improvement across your organisation. This takes high quality research, innovative approaches and a focus on identifying the critical issues you need to address. Most importantly, it requires the ability to understand - and measure - the importance of employee engagement in its own right and as a key driver of great customer experience.

Fundamentally, we are driven by one goal: to enable our clients to create better businesses - better for employees, better for customers and better in terms of overall performance. This has been at the heart of how we have worked with major organisations for over 40 years. We look forward to the opportunity to do the same for you.

Jonathan NichollsHead of Employee Research

Our Portfolio

¥ Traditional Employee Surveys: our online, paper and phone surveys can work on any platform or device and can include all employees or target key groups.

¥ Real time, Rolling and ‘Always On’ Surveys: short, high-level surveys delivered online and via apps to track employee sentiment and reaction to key issues.

¥ Robust Benchmarking of Over 100 Key Metrics: these metrics include employee engagement, leadership, culture and change management.

¥ Data Analytics and Qualitative Research: these approaches pinpoint key ‘red flag’ issues in your organisation.

¥ Employee-Customer Touchpoint Analysis: this draws on our employee and customer research expertise to help optimise every touchpoint.

¥ Action Planning Workshops: we work with your leaders, managers and employees to address your ‘red flag’ issues.

We are always keen to work with organisations looking to develop innovative new approaches to employee research. We look forward to talking!

Where Are Your Key ‘Red Flag’ Employee Issues?Traditionally, data from employee surveys is shown for the whole business, then broken down by function, market and team. But the ‘red flags’ - the employee issues you really need to fix - are usually much more specific than this. For example:

´ Do you know exactly where you have the biggest engagement problems?´ At what point(s) in their career does employees’ engagement take a dip and when are you most at risk of losing good employees?

With careful survey design and detailed ‘drill down’ analysis, we can help answer questions like these. As well as telling you exactly where to look, our experienced qualitative researchers can provide insight into what really underlies those ‘red flags’ and how you need to respond. As well as identifying your lowest-performing areas, we can also help you determine those areas where improvement will have most impact on overall employee engagement and, ultimately, the customer experience.

Who Is Really GettingThe Best From Their Teams?It’s easy to rank your managers on their raw engagement scores, but high scores don’t necessarily mean high performance: some managers simply have it easier than others - they’re in markets where it’s easier to recruit good staff and build their businesses. So your top scoring managers might just be in easy markets. This begs the question, who are your real stars?

Our data analytics approach gets under the skin of this issue. By modelling how ‘tough’ or ‘easy’ your different markets are, we can identify how well each manager should be performing and then how far each is performing above or below expectation. This can reveal a very different picture of where the genuine good practice is and where you should be focusing your improvement effort.

questions everyHR Directorshould knowthe answers to...

Are Your Employees On Board?The Ipsos Engagement ModelEngaged employees perform better, are more customer-focused, and deliver better customer experiences. Our proven engagement model can give real insight into how engaged your employees are: are they aligned behind what you’re trying to deliver; do they feel involved in delivering it; and how loyal are they to the organisation? What’s more, do they feel supported in delivering a good customer experience and that their own wellbeing is being looked after?

Benchmarking Your PerformanceThrough our database of over 100 benchmark questions, we can tell you how you’re doing on these measures compared with your sector competitors, nationally and internationally. By highlighting the gaps, we can identify where you should focus to build engagement, and through that, improve customer focus and customer experience.

Are Your Actions On ‘Red Flag’ Issues Going Far Enough?To build consistently high engagement and therefore maintain great customer experience, fixing the red flags is key. But do you know how effectively you’re doing this? Monitoring the impact of what you’re doing is vital to making sure you’re on the right track - and waiting for the next annual staff survey is probably not enough.

There are a range of ways in which we can help you to assess the impact of your actions. If you want solid data, we can target pulse surveys on the ‘red flag’ areas of your business. Real-time ‘buzz surveys’ can give you immediate feedback on whether you’re moving things in the right direction.

Going beyond the numbers, our insight work with staff - through focus groups, diaries, action sessions and so on - can build a rich picture of what your change programme is achieving and whether you’re getting the right customer-facing behaviours as a result.

If you’re not, we can draw on Ipsos MORI’s social research into behaviour change and work with you to build a strategy that delivers the tangible positive change you need.

Are Your Board On Board?Some see employee engagement as ‘just an HR issue’, but of course, it affects the entire business. How does your Board see it? If they don’t recognise its importance, how do you get them on board?

Demonstrating The Business Benefits Of Employee EngagementOur data analytics approach will draw out the links between your engagement survey data and your other key metrics of business performance. In particular, using your data, we can look at how improved engagement drives:

´ Improved HR metrics - such as turnover and absenteeism.´ Improved customer commitment and customer focus - from the employees across your business.´ Improved customer experience - which should, in turn, lead to to the improved customer metrics on which your business depends.

All of which can make a compelling case to the Board about why employee engagement is critical to the business.

Where Are Your Key ‘Red Flag’ Employee Issues?Traditionally, data from employee surveys is shown for the whole business, then broken down by function, market and team. But the ‘red flags’ - the employee issues you really need to fix - are usually much more specific than this. For example:

´ Do you know exactly where you have the biggest engagement problems?´ At what point(s) in their career does employees’ engagement take a dip and when are you most at risk of losing good employees?

With careful survey design and detailed ‘drill down’ analysis, we can help answer questions like these. As well as telling you exactly where to look, our experienced qualitative researchers can provide insight into what really underlies those ‘red flags’ and how you need to respond. As well as identifying your lowest-performing areas, we can also help you determine those areas where improvement will have most impact on overall employee engagement and, ultimately, the customer experience.

Who Is Really GettingThe Best From Their Teams?It’s easy to rank your managers on their raw engagement scores, but high scores don’t necessarily mean high performance: some managers simply have it easier than others - they’re in markets where it’s easier to recruit good staff and build their businesses. So your top scoring managers might just be in easy markets. This begs the question, who are your real stars?

Our data analytics approach gets under the skin of this issue. By modelling how ‘tough’ or ‘easy’ your different markets are, we can identify how well each manager should be performing and then how far each is performing above or below expectation. This can reveal a very different picture of where the genuine good practice is and where you should be focusing your improvement effort.

questions everyHR Directorshould knowthe answers to...

Are Your Employees On Board?The Ipsos Engagement ModelEngaged employees perform better, are more customer-focused, and deliver better customer experiences. Our proven engagement model can give real insight into how engaged your employees are: are they aligned behind what you’re trying to deliver; do they feel involved in delivering it; and how loyal are they to the organisation? What’s more, do they feel supported in delivering a good customer experience and that their own wellbeing is being looked after?

Benchmarking Your PerformanceThrough our database of over 100 benchmark questions, we can tell you how you’re doing on these measures compared with your sector competitors, nationally and internationally. By highlighting the gaps, we can identify where you should focus to build engagement, and through that, improve customer focus and customer experience.

Are Your Actions On ‘Red Flag’ Issues Going Far Enough?To build consistently high engagement and therefore maintain great customer experience, fixing the red flags is key. But do you know how effectively you’re doing this? Monitoring the impact of what you’re doing is vital to making sure you’re on the right track - and waiting for the next annual staff survey is probably not enough.

There are a range of ways in which we can help you to assess the impact of your actions. If you want solid data, we can target pulse surveys on the ‘red flag’ areas of your business. Real-time ‘buzz surveys’ can give you immediate feedback on whether you’re moving things in the right direction.

Going beyond the numbers, our insight work with staff - through focus groups, diaries, action sessions and so on - can build a rich picture of what your change programme is achieving and whether you’re getting the right customer-facing behaviours as a result.

If you’re not, we can draw on Ipsos MORI’s social research into behaviour change and work with you to build a strategy that delivers the tangible positive change you need.

Are Your Board On Board?Some see employee engagement as ‘just an HR issue’, but of course, it affects the entire business. How does your Board see it? If they don’t recognise its importance, how do you get them on board?

Demonstrating The Business Benefits Of Employee EngagementOur data analytics approach will draw out the links between your engagement survey data and your other key metrics of business performance. In particular, using your data, we can look at how improved engagement drives:

´ Improved HR metrics - such as turnover and absenteeism.´ Improved customer commitment and customer focus - from the employees across your business.´ Improved customer experience - which should, in turn, lead to to the improved customer metrics on which your business depends.

All of which can make a compelling case to the Board about why employee engagement is critical to the business.

The Power of a CombinedEmployee-Customer Approach

Critically, we are not just employee research experts; Ipsos is also one of the world’s leading providers of customer research. This puts us in a unique position to understand the employee-customer interface - and to make sure you get this right. This goes beyond simply looking at the statistical links between employee engagement and customer experience.

Our starting position is that every employee has a role to play in delivering a great customer experience - either directly, though employee-customer touchpoints, or indirectly through the delivery of strong back-office support to the frontline. The three perspectives you need to align are:

Employee-Customer Touchpoint Analysis

By bringing the customer voice and employee voice together, our integrated approach works towards giving employees in the business a clear ‘line of sight’ to the customer and a strong commitment to meeting customer needs.

Back

Office Perspective Fron

tline Perspective

Cus

tomer Expectations

What’s the “ideal”

and what is the gap

between actual and

ideal experience?

Do they understand

what the customer

expects, are they

committed to delivering

this and are they

supported by the

company to deliver?

Do they understand

what support the

frontline needs and are

they committed to

delivering this?

Client Testimonials

We are proud to work closely with our clients to deliver excellent research solutions. Here are testimonials from some of the clients we have worked with in the Aviation, Logistics, Construction, Government Agency, Broadcasting and Financial sectors:

(We appreciated) how swiftly and efficiently everythingwas carried out as we were working to tight deadlines.

“”

The team appeared to go out of their way to check that they were delivering what I expected - which they were.

“”

I was very impressed with the team’s pragmatic approach to qualitative recruitment. The original proposal didn’t include

recruitment and we changed this at the last minute. The team pulled together and successfully recruited participants to the

research in an effective and objective manner.

“

”Responsiveness to queries. Improvements to the reports and ease of use. Support given ‘on the

ground’ to managers with Action planning.

“”

The team have consistently delivered excellence in all their interactions with us. They helpfully and professionally responded to our needs - nothing was too much trouble.

“”

The team were very flexible and easy to work with. They responded really well to our changing demands and made the whole

experience easy. I think the whole of the HR Business Partner team have been pleased with the level of support from Ipsos.

“

”

www.ipsos-mori.com/employeeresearch

For More Information Please Contact

jonathan.nicholls@ipsos.com+44(0)20 7347 3110

alim.erginoglu@ipsos.com+44(0)20 7347 3928

donna.harrison@ipsos.com+44(0)20 7347 3111