Research by ServiceNow says service experience tops employees’ wishlist

More than half of employees expect their employers to offer mobile optimised tools

Employees want an employee experience that suits their needs throughout their career, Wadors said.
Employees want an employee experience that suits their needs throughout their career, Wadors said.

Giving employees a better employee service experience is a more effective way to build an engaged and productive workforce, beating perks, according to new research by ServiceNow.  

ServiceNow’s “The Employee Experience Imperative” Report, which studies the service experience at work, reveals that employee enthusiasm for work peaks at the start of a new job, but wanes by 22% shortly thereafter. Where are employers missing the mark? The findings tell us that employers aren’t supporting employee’s basic needs on a day to day basis during the employee lifecycle: 41% still struggle to obtain information and answers to basic questions, like finding a company policy or resolving an issue with their equipment. Furthermore, only 41% believe their employers make it easy to select their equipment before their first day and only 51% of employees believe their employers make it easy to receive equipment necessary to perform their job responsibilities at the onset of their job.

“Employees today – regardless of their role or generation – want to be heard and valued, and they want an employee experience that suits their needs throughout their career with an organisation,” said Pat Wadors, chief talent officer at ServiceNow. “If an employee’s experience is lacking at the onset of their new job, the impact for some employees can likely be felt until the employee’s last day. By creating beautiful and meaningful experiences and an environment where work gets done efficiently, employers will benefit from a more engaged and productive workforce.”

Mobile work experiences

One third of our lives is spent at work. And, employees want their experiences at work to be more like their experiences at home – like having mobile technology at their fingertips to make finding information and accomplishing tasks simple, easy and convenient. In fact, more than half (54%) of employees expect their employers to offer mobile optimised tools at work. Yet, the majority (67%) report not finding it easy to complete necessary paperwork on a mobile device before their first day and only about half (52%) of employees have been allowed to use a smartphone or tablet to access employee tools from HR or other departments. However, those who do have such access self-report higher productivity than those without these mobility tools.

This is a miss for employers who haven’t yet introduced mobile self service to their workforce, especially for those aiming to retain and attract millennials, as over half (59%) expect employers to provide mobile optimised tools.

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