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Volume 32, Issue 2

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Thursday, 28 February 2019 15:06

The Employee Experience Index

Six years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks. If I was able to answer their questions in less than 30 minutes, it gave me an opportunity to ask a question or two of my own: “So you have responsibility for the productivity of 10,000 people, yes?” Their answer was usually some variation of “I guess you could say that.” To which I would then ask: “OK, tell me what you know about how your decisions will impact their motivation or willingness to engage.” After a few moments of uncomfortable silence, their answer was often “I don’t know.” An opportunity was born.

Fast-forward to today, and I’m proud to be sharing with you the results of six years’ worth of research to better understand what really drives employee experience (EX). Spoiler alert: It’s not what you think it is. Ask any group of managers to rank in order of importance the factors they think are most likely to create a positive employee experience. They will say things like recognition, pay-for-performance, important work, great colleagues, or flexibility. Of course these things are important, but they’re not the most important. Psychological research shows that the most important factor for employee experience is being able to make progress every day toward the work that they believe is most important. But when presented with this option, managers will consistently rank it dead last. Clearly, we have a gap.