What is Voice of Employee?
The Voice of Employee (also known as VoE) refers to information about opinions, wishes, ideas and needs of employees that can be collected e.g. via a survey.
Companies often use Voice of Employee surveys to involve employees in important decisions, to gather ideas across departments or to uncover hidden needs. Giving employees the chance to participate and be heard can be a measure to increase employee satisfaction. The data can also be used to prepare or support business decisions.
Does Voice of Employee have anything to do with Voice of Customer?
It is quite obvious that “Voice of Employee” and the also known term “Voice of Customer” are somewhat similar. And there is in fact a connection: in both cases it’s all about gathering information, however from different target groups (employees vs. customers). Both terms are also often used in the context of customer centricity, where VoC and VoE both can be used as a source of information to improve customer experiences.
Using Voice of Employee to improve Customer Experiences
Voice of Employee projects typically aim to improve the motivation or satisfaction of employees. Employee Engagement is a term often used in this context. However, since the knowledge and experience of employees contains valuable information, VoE enables to reach further goals: It is no secret that the employees in direct customer contact are closest to the customer and therefore have the most knowledge about what goes wrong in the CX. If you tap into this knowledge and evaluate it, there’s a lot to learn about customer experiences.
Voice of Employee allows to indirectly capture Voice of Customer Insights
This is of particular importance in times of increasing customer survey fatigue: if you survey your employees in customer contact instead of your customers, you can save a lot of effort. Experience has shown that the quality of the data is high, since the employees know the customer perspective and thus the Voice of Customer very well. Especially in customer service, many customer pain points are revealed daily. Yet, there is often no way to pass this information on to those who could eliminate the problems at the root.
Frontline Engagement programs are designed to do exactly that: listening to customers, capturing the Voice of Employee in customer service, deriving measures for improvement, and assigning them to the right people in the organization.