SANTA CLARA, Calif. – Aug. 21, 2019 – Perks at work have become
a source of pride and a competitive differentiator for companies vying
for top talent. Stocked fridges, catered meals, on‑site fitness
facilities, laundry services and complimentary transportation are just
a handful of popular perks companies offer to lure new employees. But
according to new research by ServiceNow (NYSE: NOW), the
company that makes work, work better for people, an effective way to
build an engaged and productive workforce is giving employees a better
employee service experience during big moments and even small ones in between.
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: 45% 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 organization,” 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.”
Where Can Employers Improve? 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‑optimized 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‑optimized tools.
A Generation Gap? It’s Smaller at Work Than You’d Think
Baby boomers and millennials aren’t so different at work, after all.
Across the four generations that comprise today’s workforce – baby
boomers, Gen‑Zs, millennials and Gen‑Xs – employees want a better
experience at work. The research found that, across generations and
departments, employees are losing faith in their employers to deliver
positive employee experiences:
- Less than half (48%) of employees believe that employers are
invested in improving the employee experience;
- More than
half (61%) of employees rate their employers poorly based on a
negative experience with personal leave;
- Less than half
(45%) of employees feel that their opinions and perspective matter
to their employer. However, millennials (43%) are more optimistic
that employers will address feedback when compared to baby boomers
(35%);
- Only 37% of employees believe that employers automate
processes to improve the worker experience; and
- Less than
half (44%) of employees believe employers provide them with easy
access to information from HR and other departments; the same number
felt they did not have access to the information vital to their job
on day one.
A positive experience at work strongly correlates high employee net
promoter scores (eNPS)– meaning, employees that create great employee
experiences are likely to have more loyal, satisfied employees. That’s
real business value.
For more findings from the survey, check out ServiceNow’s “The
Employee Experience Imperative” Report and download it here.
The Employee Experience Imperative Research Methodology
“The
Employee Experience Imperative” Report, which studies the
service experience at work, was conducted in June 2019, via
qualitative and quantitative research methods. A total of 1,400 people
responded to the survey, all 18+‑year‑old full or part‑time employees
at companies with 2,000+ employees. Of the respondents, 57% were
located in North America (United States, Canada), 29% were located in
Europe (United Kingdom, France, Germany, Netherlands) and 14% in
Asia‑Pacific (Australia, Japan, Singapore).
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better for
people. Our cloud‑based platform and solutions deliver digital
experiences that create great experiences and unlock productivity for
employees and the enterprise. For more information, visit:
www.servicenow.com.
© 2019 ServiceNow, Inc. All rights reserved. ServiceNow, the
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trademarks and/or registered trademarks of ServiceNow, Inc. in the
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names, and logos may be trademarks of the respective companies with
which they are associated.
