Onboarding Experience Management
Onboarding Experience Management
For organizations with a regular influx of new hires, the onboarding of these new employees is a structured and cross-departmental process with multiple steps; some of which are time-critical, that are essential for a satisfactory employee onboarding experience.
This pack is designed to help with this process by tracking new employees at three stages of the process, after Day 1, Week 1, and the first month of their employment. By focusing on the overall user experience this pack will prepare new employees for the principles of Experience Level Agreements (XLA) where user sentiment is collected whenever they interact with IT Nexthink: From SLA to XLA.
For each new hire, certain IT resources are required, often from Day 1, such as a login to IT systems or VPN access for remote access. In addition, there could be specific corporate resources considered mandatory for all new employees to be aware of. Specific examples could include an Employee Portal or a benefits policy document. The provision of IT services; or the access to and use of corporate resources can be confirmed using this pack. The dedicated dashboard shows an overall score for compliance, the variation over time, and a breakdown by region.
During the onboarding process, the timely provision of IT equipment, such as a laptop or headset, and services like email or intranet access, are essential for this process to go smoothly. As employees progress through the onboarding process, we can set certain milestones. The onboarding experience and sentiment of each new employee are gathered by a targeted survey campaign at these three milestones, namely Day 1, Week 1, and Month 1.
Each survey contains four questions. For the Day 1 and Week 1 survey, the first question is a general sentiment question with a multiple-choice, NPS style score. The following three questions cover the provision of hardware, communications equipment, and access to systems. These all have the same response, “yes”, “no” or “does not apply”. A negative response to any of these questions will cause a redirect to a prompt to raise a ServiceDesk ticket.
The final survey at the end of the onboarding process contains four main multiple choice type questions with NPS style scores. The first is a general sentiment question, followed by more specific questions concentrating on device satisfaction, the speed at which IT equipment was supplied, and satisfaction with the level of support received. A reported problem in response to the IT equipment question leads to the option to raise a ServiceDesk ticket.
The results of these surveys for all employees are summarized at each onboarding milestone with a separate dashboard. Each dashboard shows the overall score, in KPI form and by timeline, and an indication of how many employees responded to the survey campaign. In addition, for employees reporting an unhappy onboarding experience; a breakdown by category, department, and location are provided.
This pack has no pre-requisites.
This pack requires extensive customization before use and regular updating to function properly.
IMPORTANT: The core functionality of this pack, namely tracking new employees as they join the company and progress through the onboarding process, is only possible if these new employees are identified and input to the system in a specific category. This category, “Onboarding Experience Management – New Hires”, will need to be kept up to date by a company-specific process such as a regular CSV import. This is so that not every single user account created is tracked but only those that fit the need as new starters (for example you may not want this for external contractors or technical account). There are many ways to populate Categories, from manual to csv import to API level, please ensure this process is in place at your Organization as part of bringing this solution into Production. The list of employees considered to be “new hires” should be updated regularly, by means of a data import, ideally daily.
Please note that employees who have been with the company for more than 31 days should be removed from the system, which is indicated by a KPI widget on the Overview dashboard.
The compliance section of this pack checks that certain onboarding steps have been performed. There are two categories used for these checks that should be populated with company-specific information (“Onboarding Experience Management – Domains” and “Onboarding Experience Management – Destinations”). This could include Single Sign-On details, URLs for sites such as an employee portal, and local network resource addresses for HR policy documents, etc.
The campaigns are pre-configured with example questions and are targeted at the members of the New Hires category which will need to be configured (see above). Each campaign will need some minor modifications. Firstly, the Company Name will need to be entered in the Day 1 and Week 1 campaigns:
For all campaign questions that refer to raising support tickets the URL will need to be modified:
Please be aware that any major modifications to the number of questions, or answer types, will potentially require matching changes to the Scores structure and metrics/dashboards.
If only minor modifications were made to the Campaign questions then the Onboarding Experience Management Score will need to be changed. Score weightings are unlikely to need adjusting for Day 1 and Week 1 campaigns as most of the questions are binary in nature, so the scoring is quite simple (Yes=10 and No=0). The final campaign has four multiple-choice questions, so score weight changes are possible. If the names of campaign questions are changed, then the associated score will need to be modified to take account of this.