In this episode we talk about when is the right time to start measure, what are the fears related to measurement and why starting as soon as possible is the best thing you can do.
If you prefer to read, here is the transcript.
Pasi Nikkanen: Welcome to HappyToday Podcast. This is a podcast for those who want to improve service experience of internal services. If you use ServiceNow or other enterprise service management system, then this is for you.
Pasi Nikkanen: So, welcome to episode three of HappyToday Podcast. Today we are going to talk about measuring, and when should you measure, what are the fears relating to it. And I think a good approach for measuring is that it's actually only showing you what the employees are already experience. So, there's always the employee experience already there. If you're measuring or not, that doesn't really change the fact. But why do you think, Sami, why are people hesitant sometimes, saying that that is not the time, that the customer is not ready yet, or what is it related to?
Sami Kallio: I would say that the transparency of measuring things and showing that directly the business during sometimes, in the process of thinking that we have to be more ready to be able to show. But the whole measurement is not about throwing that one number that is your result or that is your goal or that is whatever. The main point of measurement is to understand what you should be doing better. And understanding that, together with all the stakeholders, will really help you to get rid of those kind of pushing things to different directions. And showing the businesses that in overall, we know from our benchmarks that in overall, everybody is doing quite well. But everybody's also having problem areas. So, recognizing that together with the businesses builds trust, not pointing out the ideas doing badly.
Pasi Nikkanen: And I also see that people feel that one time thing with projects, but all the time when you're doing enterprises, you're doing multiple small things. You are having digital transformation projects. You are changing something to the cloud. You are having new devices. And all these small things actually sum up to the employee experience. So, I think that's usually the reason what I talk with the customers is that this is why you need to be measuring it continuously, so that you see the trends. All the small things. Because also some unexpected things might happen that are totally out of your control. Like I saw with one customer that they had a security breach. They were getting accounts locked in. And it was clearly visible in the productivity numbers of the employees. So now they can suddenly show that, hey, this is the effect if we have poor security, for example.
Sami Kallio: Yeah, I think one good example for that is [inaudible] snow storms in U.K. Discord struggled for two days. But that's how we are. When we are measuring feelings, then of course, other things really matter as well. So you have to be having long-term trends that you really understand that you're going the right direction.
Pasi Nikkanen: Yeah. And the customer we're going to be talking with since this year is, they actually found a pattern. Because they have continuous measurement. They actually found that after each month changed, people are using the ERP a lot. That's actually when they get a lot of bad, bad feedback. So now they maybe can start thinking about, so how can we actually react proactively on those? Because they have learned it from the measurement data.
Sami Kallio: And also, if you have to do one-time survey, and you want to have good results, call us. We can tell you what month, what weekday. You have to do that. Because we know that from our benchmark, that in very, very high level, month and times of year have an influence on the scoring as well. But that's maybe not the issue today.
Sami Kallio: One thing I want to mention. You possibly remember. In the very early stages, we had one customer who said that one of the biggest benefits they ever got from measuring end-user experience was with two service owners who were complaining about the first-line service desk quality in the beginning and very badly saying that it's first-line service desk's problem and their fault. But when they saw the results, like per service, and they were able to see that the other services are doing really well, from end-user perspective, but their services were the problem, then they had to recognize and had to tell the services, let's together try to fix this. And this is kind of a ... you will always have new services. You will have always new applications. But understanding how you, in overall, with the service owners, other people from IT, your team, providers, partners, are able to resolve tickets just for that application. There will be always new applications and new developing product going on.
Pasi Nikkanen: And I think it also comes to transparency. When you're measuring, you have hard facts. Now you have numbers. You kind of get rid of the gut feeling. Because the gut-feeling discussions are really difficult. We had this one customer who was changing the outsource service provider. And they already had like two years of data saying that this is the experience level that our employees are used to. And when the numbers changed, after that provider changed, they were able to discuss, together with the provider, that hey, this is where we used to be. Now we need to do some actions to get back to that previous level. And the customer said to me later that positively was priceless to actually have the data.
Sami Kallio: Yeah, and I think that case it was really great to see that, how customer reacted in that case. They were not saying that the new provider was really bad. But they were able to get the result because they knew that they had made some big, big changes from end-user perspective. But they had a now common focus on getting things better. I think it'd take about six months today to get to about the same level they were.
Pasi Nikkanen: Yeah, yeah. And I think it's also really good from provider perspective. When you're looking at the experience data and you see that it's because of this service, and maybe it was the customer who actually were responsible of deciding that we're going to take this service into use, and maybe they haven't trainees their employees and that kind of thing. So really measuring and showing the numbers is nothing to fear of. It's just that you actually start to be able to communicate about the experience.
Sami Kallio: I think one thing here is also the kind of ... We quite often hear that we are not ready, as you said in the beginning, and one thing we hear is that we want to make this portal ready, or we want to change, we want to close the e-mail before ... And that is one of the things that is definitely not the thing to do, kind of push this measurement after something has been changed. I think there was one excellent example. You remember the case where there was a customer and an MSP provider, and we started to measure with them. And the first meeting we had with them, we were able to see from the feedback that the e-mail channel was losing one hour more for each incident, compared to the portal channel. And the customer lady said to the provider immediately when she saw the results that now I trust you.
Sami Kallio: I didn't understand what was happening, and I asked that after the meeting, and they said that we have been talking about this issue for two years now, that we should close e-mail totally and move our end-users to use the portal. What happened after that is that the customer was able to communicate to the end-users, their customers, that please, we are now closing the e-mail because the portal tunnel is more efficient for you. So they didn't have to communicate it's more efficient for IT. Of course it is more efficient for IT as well. But it is much better measures for the end-users. But that's kind of only one example of how this measurement is linked to different things what you do in IT.
Pasi Nikkanen: So I guess we've both probably come up to the same conclusion, that there's only one thing to do for the people listening. And I guess that is, start today. Don't wait.
Sami Kallio: Yeah. Start to make your end-users happier today, by understanding where they are, and then take your actions one-by-one.
Pasi Nikkanen: Right. So thank you for listening. That was episode three. You want to learn more, you can go to happysignals.com, and yeah, talk to you later. Bye.
Sami Kallio: Yeah. Thanks.