Create employee experience touchpoint evaluations

This guide will focus primarily on the project setup for employee experience touchpoint evaluations, and is suitable for organizations of all sizes. An employee experience touchpoint can be defined as interactions or engagements an employee has with their employer throughout their tenure at the organization. These touchpoints can occur at various stages of the employee journey, from the initial recruitment process or job change/promotion, to exiting the company.

In this scenario, employees will evaluate their specific experience touchpoint and manager. Once the experience survey has been completed by employees, the feedback will be analyzed in reports shared with managers and executive leaders such as department heads, division heads, and the CEO/President. With the use of dashboards, we can see results across all touchpoints that support filtering, breakdowns, and thresholds for safe querying of all data.

What we are building

A process that allows an employee to evaluate their respective experience touchpoint and hiring manager throughout their employment at an organization.

Our choices

The following parameters will be applied throughout this guide:

• Seven milestone touchpoints defined: For the purposes of this guide, we have chosen seven milestone touchpoints that an employee could typically experience throughout their tenure at an organization. You may add, remove or create new touchpoints according to your organization's needs. The touchpoints chosen for this scenario include the initial recruitment process, four onboarding experiences of the new hire (after day 30, day 60, day 90, and day 365), a job change experience, and the offboarding experience when exiting a company. You may add or remove touchpoints according to your organization's needs.
• Multiple projects: Multiple projects are used to launch employee experience surveys for each touchpoint.
• One questionnaire for each touchpoint: Each touchpoint will have a different questionnaire that could include questions about the organization, the facilitator, and specific departments.
• Report analysis: Reports are shared with managers and executive leaders such as department heads, division heads, and the CEO/President. For further analysis, the use of dashboards can allow you to explore data to make actionable insights.

Example of employee experience touchpoint analysis

What is needed for setting up this type of evaluation project:

General overview of steps

1. Add datasources - Include the data for the department-specific job positions being evaluated, the defined employee experience touchpoints, the people involved in the feedback process, and their relationships to each other.
2. Create the Definition - Select what type of evaluation structure to use.
3. Define groups and privileges - Create the groups that will participate in the evaluation and assign privileges to them.
4. Create the project - Select the project's Definition, audience type, confidentiality level, and automatic update option for groups.
5. Verify subjects and members - Check to see that the right subjects and group members have been automatically included in the project.
6. Build the questionnaire - Create and configure the employee experience touchpoint questions to your specifications.
7. Configure tasks - Apply initial task settings.
8. Schedule tasks - Set the schedule to collect the feedback.
9. Publish project - Set an overall schedule for the feedback process and publish the project.
10. Create reports - Analyze the feedback in reports to provide a summary and record of the review.

Common terms in employee experience touchpoint evaluations

Depending on your region, the terms used in your organization may vary. Common terms that are used in employee experience surveys:

Direct Report A direct report is an employee that reports directly to another person in an organization. Someone who has direct reports (typically a manager) is responsible for designating them with work and providing them with regular feedback.

Employee Experience Touchpoint Employee experience touchpoints are the numerous interactions and engagements that an employee has with their employer over the course of their employment. These touchpoints can occur at various stages of the employee journey, from the recruitment process to their exit from the company.

Executive Leader An executive leader refers to the head of an organization, division, or department. Specific terms used for executive leaders include "CEO/President", "Vice-President", "Division Head", "Department Head", "Director", etc.

Hierarchy Level An organizational structure is typically subdivided into levels for chain-of-command significance, such as Company (level 1) > Division (level 2) > Department (level 3) > Sub Department (level 4). These levels can vary in number and in nomenclature depending on the organization.

Organizational Unit An organizational unit is one of the many essential business functions that reside at a particular level of the organization (e.g., “Division” of Finance, “Department” of Accounting, “Sub Department” of Expenses, where each of these are org units within a division, department and sub department respectively).

Step 1 - Add datasources

The first step is to add datasources containing relevant information on the department-specific job position, experience touchpoints and employees that will be involved in the feedback process. We have included a sample CSV file for each datasource that closely mimics the data of a large organization performing employee experience touchpoint surveys.

What you need for datasources:

Example of Entity Relationship Diagram for datasources:

Step 2 - Create the Definition

The next step after adding datasources is to create the Definition for each touchpoint.

What you need for the 7 Definitions:

Step 3 - Define groups and privileges

As part of the Definitions, you will also need to create the groups of individuals that will be participating in your experience surveys, and assign them privileges.

What you need for groups and privileges:

Step 4 - Create the project

The next step after defining groups is to create the feedback project for each touchpoint.

What you need for creating the project:

Step 5 - Verify subjects and group members

Get started by navigating to the MEMBERS - EXPORT/IMPORT tab and select Export Members to download a CSV file of all subjects and associated group members in your project. For more information, see Export or import project members.

Example of exported data (employee experience touchpoints and their paired group members):

Step 6 - Build the questionnaire

The next step after creating the project is to build the conditional questionnaire. To learn more, see Build and manage a questionnaire.

What you need to know about building the questionnaire:

Divisional triggers: Question condition triggers are used to adjust the questionnaire dynamically based on employees belonging to different departments in the company. Departmental questions are based on divisional demographics in the object datasource. To learn more, see Create triggers.

Example of object datasource:

Example of divisional triggers:

Example of setting up an employee experience touchpoint questionnaire:

Step 7 - Configure tasks

The next step is to configure the tasks associated with each privilege so that those tasks can be performed by the different groups.

What you will need to configure tasks:

Get started by navigating to the TASKS tab and enabling the fillout tasks. Select Configure to configure its settings.

Step 8 - Schedule tasks

After you have configured the fillout task, the next step is to schedule when each employee experience touchpoint starts and ends.

You may use the following fillout schedules as a guideline:

Step 9 - Publish project

The next step is to publish the project, which is essentially activating the tasks so that they can be completed by all the groups.

What you will need to publish the project:

After verifying that the appropriate subjects and members have been added, navigate to the PUBLISH tab to start publishing the project. For more information, see Publish a project.

Step 10 - Create reports

The final step is to create reports which analyze the employee feedback collected from the projects. For employee experience touchpoint surveys, aggregate reports will be shared with managers, department heads, and the CEO/President. For steps on how to create reports, see Create a new report.

What you will need for aggregate reports:

Example of published manager group by report:

Example of published departmental group by report: