2 Diagrams Every HR/People Officer Needs to Understand about Employee Experience

The Expectation Management Conundrum:

According to the latest customer service research, the age-old adage “Under promise, over deliver” doesn’t hold water. There is little charm in over delivering. The “delight” happens only 16% of the time. And the curve for customer loyalty is practically flat from meeting expectations to exceeding them. On the flip side, the further you are below expectations, the faster the satisfaction and loyalty disappears.

Vacation Benefits Left for Interpretation Have Little Chance to Align with Employee Experience

Some benefits are easily well-defined in black and white terms (such as 401(k) and health insurance). Employee expectations for those benefits are managed and set in a clear way. The reality and employee experience typically align well with those set expectations.

But here’s the rub! Vacation and time-off practices, which make up such a critical part of employees’ total compensation and employee experience, are often left for interpretation for individual employees, supervisor’s and teams. You don’t even know where employee expectations are, let alone how well the employee experience aligns with them. Arguably, the most potentially vague type of policy is one based on “unlimited” PTO.

Is your company considering of changing your time-off policy to Unlimited PTO, Open Vacation, Responsible Time-Off policy etc.? What is the perception of Open PTO to a new hire compared to HR’s intended effect? And does the management know and agree on what constitutes “ideal”? Leave this un-addressed and you have a perfect mine field for new employees.

Read the complete article at smartpto.com