Insights

Take the guesswork out of hybrid working

By

Actual Experience

Photo credit: Simon Abrams via Unsplash

With the right knowledge of your employees’ behaviour and their current working experience, you could save significantly on your tech spend, improve employee satisfaction, close the digital equality gap, and boost your retention figures too. 

Are you getting the full story? 

Hybrid working. Flexible working. Blended, remote, mobile working. 

Whatever you call it, 70% of businesses are making a mixture of home and office work the norm.

So, the race is on to ensure the future of hybrid working works well for everyone.

But, considering much of the world has been adapting to a remote model for the last 18 months, it’s easier said than done. You need a deep understanding of your employees’ current experience to know how to put your best foot forward.

So, you might be asking your employees for feedback. Trying to understand their use of  digital tools and platforms. Or sending them surveys to get to the bottom of their needs in a hybrid future – all of which are great solutions to help you prepare for the future.

But the truth is, even with this wealth of data, you may not be getting the full story.

The ‘unreliable narrator’ issue

The problem with people is that we’re notoriously unreliable. It’s just human nature.

When you ask employees for feedback, there are a number of factors which can influence their answers: from the time of day they’re asked, to the format of the questionnaire itself.

But actually, the most common issue is that any issues raised are either miscommunicated or misidentified.

Let’s look at an example. 

You ask your employees, ‘What’s your number one barrier to working more effectively from home?’ 

Twelve respondents answer, ‘My laptop is too slow’.

That’s an expected, pretty reasonable complaint. But is the issue really the laptop itself? 

Maybe, for one of those people, it’s the over-abundance of software that’s running. Or the fact that they have too many programmes installed. Maybe for one individual, it’s nothing to do with the laptop, but the speed of the Wi-Fi they’re connected to. Is it an intermittent issue? Or one that comes and goes?

This is a common example, and it can lead to days or even weeks of remote IT diagnostics and investigations, hours of downtime and even thousands spent on unnecessary equipment upgrades. And it’s nobody’s fault. It’s a misunderstanding of the issues your employees face – which is to be expected, unless they’re IT experts. 

But with the right analytics, this doesn’t have to be the case.

If patterns are identified across certain roles, postcodes, or even internet providers, you’re on your way to being able to identify and rectify the true root of the problem. 

Which means you can identify the measurable and high-level business impacts of it all too. 

  • How is it affecting employee productivity? 
  • How is it impacting employee wellbeing? 
  • How is it contributing to the perception, and reputation, of your company? (Both internally and externally.) 
  • What is its bearing on your bottom line? 

Getting it wrong could cost you

Maybe you decide to go ‘big picture’ and look at the most common barriers your employees are reporting. 

In fact, luckily for you, the majority of your employees are citing one specific piece of ‘Bad Software’ as the root of their problems – 80% of your employees, in fact. That software can easily be replaced, and your employees are happy. Job done – right?

Not quite.

Maybe just 15% of your employees cited the above slow laptop problems as their biggest issue. Resolving 80% of employees’ issues might feel like a no-brainer, but that disadvantaged minority could be costing you more than you think.

One of the best things about our analytics is that we can uncover the deeper cost of any issues your employees face: their Human Experience (HX) as well as further exploring the costs to your capital.

80% of your employees reported frustration with Bad Software. Those 80% were losing an average of 12 minutes per day waiting for a lagging system. 

However, the 15% of employees who blamed ‘Slow Laptop’ are losing an average of 75 minutes every day in buffering time, system waiting and frozen screens instead – costing your business thousands more in lost revenue every year.

And the issue doesn’t stop there.

Part of the reason we explore HX is because while your 80% majority report an overall 90% satisfaction score with the business, your forgotten 15% are much more unhappy, reporting critically low rates of happiness and wellbeing.

So, what looks like a tech concern affecting only a minority could be costing you significant losses in personnel and capital.

Graduating from tentative flexibility to hybrid success

Employee surveys are critical to gaining an understanding of where improvements could be made across your business, as we move to more flexible models of work. And trusting your employees’ feedback is essential to reinforcing their own corporate trust and ensuring overall wellbeing, too.

But employee surveys are only telling you part of the story. 

With the right tools you can collect qualitative and quantitative data. Data that you just don’t get from traditional and highly subjective employee engagement surveys. With the right tools, human experience – although still nuanced and individual – can be measured and analysed objectively. And with the right tools, you can be as granular, or as top-line as you like, from assessing the nuances of different job roles and responsibilities across your business, to the impact of certain software – all the way to how much downtime they face in a day. 

An audit from Actual Experience does all of this. And best of all, we deliver the actionable insights you need to make lasting change. To ensure your team’s digital working experience is both positive, and productive. 

With our audits, you can supplement your employee surveys, alongside any other utilisation data. For one enhanced, informative dataset which delivers the greatest returns to your business.

Ready to continue the conversation? Book a meeting with Angelo, and let’s discuss how we can help you make lasting positive changes throughout your entire workforce.