Six Ways to Measure Employee User Experience with ERM

As noted here recently, the enterprise request management (ERM) approach to employee provisioning not only provides value to the organization (such lower service delivery costs and faster first-time fulfillment) but also improves the user experience for submitting requests or reporting incidents.

how to measure user satisfaction with ERMWith an ERM strategy, employees have one intuitive web portal for requesting any service, resource or product needed to do their jobs, as well as check on the status of pending requests any time. It’s like having Amazon.com inside the enterprise: easy online ordering plus efficient back-end process automation.

Of course, many factors impact employee happiness: compensation, the work environment, company culture, schedule flexibility, leadership and management quality, meaningful work, etc.. But not every “benefit” has to come with a cost—implementing ERM can increase employee satisfaction and productivity while saving money.

ERM can therefore play an indirect but important role in retaining talented employees and even in recruiting.

But how does one measure the impact of ERM on employee happiness? Here are six ways to collect meaningful quantitative and qualitative feedback:

Direct User Feedback

This is perhaps the easiest type of information to collect, and though anecdotal, it’s nonetheless useful. This may be solicited or unsolicited, gathering informal “what do you think?” type feedback, using any variety of methods including in-person, email, or through an internal social networking tool like Yammer or Chatter.

Guided User Feedback

Use an enterprise-grade feedback management tool to gather actionable, context-specific feedback (both quantitative and qualitative) from users, based on automated rules.

For example, an employee who requested and received an iPad through the ERM portal could be sent a short survey with specific questions regarding ease of use of the interface as well as quality and timeliness of the request-through-fulfillment process.

Self-Service Adoption (Call Deflection)

Possibly the most direct measure of employee satisfaction with an ERM portal is usage; to what extent are employees submitting requests and incident reports via the portal rather than picking up the phone?

This is not only a highly valid indicator of satisfaction, but also a key measure of the value of ERM. According to research from HDI, “an average customer support request to a live help desk costs slightly more than$24 per call. By contrast, a self-service call costs about $1.”

At a cost savings of $23 per deflected call, an ERM implementation can provide positive ROI—in addition to happier employees—fairly quickly.

User Requests for Additional Services

Another key qualitative measure of employee happiness with the ERM portal is the number and frequency of requests from users to have new or additional services and other items added to the portal.

This indicates workers enjoy using the portal for requests and want to be able to do more with it (particularly when adding a service to the portal means employees no longer need to use a separate, cumbersome process for that type of request).

Management / Process Owner Requests for Additional Services

This is similar to the metric above except from the supply side; in this case, it’s those who provide services asking to have their offerings added to the portal.

For example, managers in the facilities / maintenance department OR HR function may enjoy the ease of submitting IT-related requests through the portal that they ask how to add services provided by their groups to the ERM portal.

Task and Process Completion Time

The workflow automation software that manages back-end fulfillment tasks (such as approvals and scheduling) automatically captures elapsed completion time for each task in the fulfillment workflow.

This capability provides quantitative process performance metrics: speed of request submissions, speed of approvals, speed of fulfillment etc.—and how these tasks are being accelerated (hopefully!) over time.  These provide an indirect measure of user satisfaction as faster fulfillment presumably makes employees happier.

Improving the user experience with employee provisioning offers strategic business benefits as well; as Forrester Research has reported, happier employees make happier customers, and in turn lead to enhanced business performance in terms of profitability and customer loyalty.

Download the white paper Enterprise Request Management: An Overview to learn more.


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