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Large-Scale Global Employee Surveys - Pitfalls, Successes, and Best Practices

Darcy Brune, Manager, Global Human Resources Talent Management Sykes Enterprises, Incorporated

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Agenda

• Overview and brief history• Major parts of survey /project plan

• Planning• Taskforce management• Deployment• Survey reporting • Survey action planning• Lessons Learned

• Questions

Everyone has something to say!

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The Basics

• Deployed internally for the 1st time in 2004 using internally development tool

• Deployed globally through Vovici/Verint in 2009• Historically the survey is deployed 1x/annually (early

June and runs for 2 weeks)• Planning starts in February, team begins meeting in

March and reporting and action planning runs through October/November each year

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The Basics

• 50,000 people participate, across 25 countries• The survey is offered in 8 languages (Romanian,

Hungarian, German, Portuguese, Spanish, French and English)

• We use internal resources for translation to assist with cost

• Strong global participation (80-90% annual average)

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The Basics

• Globally managed by corporate Organizational Development Manager in conjunction with global task force of more than 30 people that assist in deployment, communications and analysis locally

• Survey is currently approximately 70 questions and we allot 30 minutes for our employees to take it

Employees can take the survey a variety of ways

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The Basics

• Extensive communication plan is deployed• Participation is monitored and encouraged

through different methods• We solely used Verint’s reporting tool from 2009-

2011 • In 2012 we create our own internal report tool • We currently still use Verint reporting function for

producing participation reports

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Task Force – Project Plan

February/March

April May June July August/ On-going

• Form Global Team• Team Calls Begin• Review Prior Yr.

Survey Questions• Review Lessons

Learned From Prior Yr.

• Translations• Design Comm

Docs• Design Report

Tool Based on Lessons Learned

• Survey Testing • Global

Promotion Begins

• Continued Dev. of Report Tool

• Begin Design of Reporting Templates

• Launch Survey• Testing Report

Tool• Conduct Report

Training• Design Action

Planning templates

• Analyze Survey Results (trends & opportunities)

• Generate Reports• Distribute Post-

Communications

• Analyze Survey Results

• Conduct Focus Groups

• Communicate Survey Results & Action Plans

• Begin Creating Action Plans

• Share Regional Learning’s Amongst Task Force

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Survey Design

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Survey Design

ProfileRole

Job/Company TenureLocation

Acct/DeptAge, Education

Achievement/RecognitionWork Itself

Growth/AdvancementSalary/Rewards

EnvironmentPeople

SupervisorLeadership

Communication

InitiativesCoachingTraining

Onboarding

What I think• Overall SatisfactionHow I feel• Believe in the Mission• Proud of SykesWhat I will do• Recommend a Friend• Look for a job

Who you are What you’ve experienced

It’s overall impact on you

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Survey Design

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Survey Design—Verint Features We Use

Verint features we love to use— • Custom artwork, ability to import graphics and images• Ability to apply themes

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Survey Design—Verint Features We Use

Verint features we love to use— • Ability to make copies of prior years surveys so you don’t have to start

from “scratch”• Same with our extremely extensive demographic question• Ability to “share” surveys with fellow Sykes Verint Admin• Ability to import translations of the survey questions and our extensive

demographic question in 8 languages!• Ability to limit a answer to an open-ended question to a certain number

of characters or limit it to just numerical data

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Survey Design—Verint Features We Use

Verint features we love to use— • Ability to have users test the survey prior to launching it, to check

things like page flow and translations• Ability to build a template for participant reports so regions can pull

data and see participation in real-time while the survey is live• Use of random access codes to assist with anonymity for participants

Looking towards the future…• Looking forward to testing the expanded reporting capabilities as Verint

expands to use Tableau within the next year

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Survey Planning & Deployment

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Survey Planning & Deployment

• Global team that represents all regions of the company and all aspects of “operations” and/or departments within the company—everyone has a sit at the table

• Global survey team starts meeting 4 months prior to deploying the survey

• Team reviews and discusses new deployment concerns and the lessons learned document from the prior year

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Survey Planning & Deployment-Lessons Learned Doc. Example

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Survey Deployment

• We deploy through various electronic methods such as desktops, training rooms, kiosks, iPhones, and iPads

• Employees are provided with a link via email, or the survey link is preprogrammed into kiosks, training room computers and iPads stations

• All employees access the survey through a unique access code

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Survey Deployment

Key deployment considerations for Sykes:• Based on survey length we advise managers of how long it should

take employees to complete—which for our industry is key because of scheduling needs

• We keep the survey open over a two week, which includes two weekends to assist our staff that work weekends

• We work with our internal IT about 6 weeks prior on any security concerns that may change from year-to-year (Verint is an external tool we are interfacing with)

Intranet portal

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Survey In Action…Once again this year, local teams went above and beyond to promote the survey and engage employees—this really was a driver for great participation numbers

across the regions. GES team vests Intranet

communications Branded cupcakes Variety of raffles SYKES selfie wall Posters Window clings Door hanger Candy bars with

survey logo

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Survey Deployment

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How did we build a “Let Your Voice Be Heard” culture?

Our Communication Plan & Tools

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How did we build a “Let Your Voice Be Heard” culture?

• Clear and vocal “sponsorship” from the top is KEY—our CEO is on-board

• We engage senior leadership and HR & Operations at the management level each year through the entire process—build sponsorship!

• We explain “What’s in for them” at all levels of management—KEY!

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How did we build a “Let Your Voice Be Heard” culture?

• We communicate, communicate, and communicate some more about the process—even employees need to know “What’s in for me?”

• We share results and hold our regions accountable for taking action based on results.

• This considered the sole biggest project done every year at company—it touches every employee.

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How did we build a “Let Your Voice Be Heard” culture?

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Survey Branding & Communications

The survey team is provided with communications templates (email, poster, printable collateral, etc.)

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Survey Branding & Communications

A calendar is also provided, so that the local teams know when to distribute communications consistently across the globe.

Creative Ways to Distribute Survey Access Codes

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Building anticipation around the survey launch-promotions

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Survey Branding & Communications

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Survey In Action…..Once again this year, our local teams went above and beyond to promote the survey and engage employees in participating….

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Reporting

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Taking Action on Survey Results—Tracking Progress

  DeploymentReporting &

Results Analysis

Results Communicated to Leadership

Communications to Employees

Action Plan(s) Created

Action Plan Execution

Description

Survey deployed June 2nd – June 19th

Designed standard report templates to enable managers to quickly identify top issues to address

Generating reports

Analyzing the results to identify trends and opportunities

Reviewing the comments to look for trends and opportunities

Communicating survey results to regional and local leaders

Discussions with leaders to identify areas of opportunity and where you will take action

Communicating survey results to local employees

Communicating intended actions to local employees

Creating action plans for areas that you will focus improvement planning

Executing on your action plans for areas that you will focus improvement planning

Communicating progress to local leaders

Communicating progress to local employees

Progress To-date Completed Completed Completed In Progress In

ProgressIn Progress/

On-going

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Reporting

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Taking Action on Survey Results

Career progression program for Agent level population Coffee Break with the Site Director Round Table with Site Director or Management Team Bulletin boards, more e-mails, more team meetings Open door communication with management team Internal promotions or new-hires communicatedImplemented bonus structuresFocus on recognition programsAll-Hands meetings

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New Rest Areas Additional Hot Spot Spaces Game Areas Relaxation Rooms Outdoor areas that can be used for relaxing or group meetingsNew office furniturerebranding of sites to match ourculture

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Video games contest Fun activities for top performers twice a month including a chance to win a prize“Fun Fridays” activities, where team participate in several contests Promote work-life balance via monthly fun site activitiesMore opportunities to participate in community service

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Future Program Opportunities

Design Deployment Analysis Action Planning

Key Challenges

Determining how to interpret such a large amount of data and comments with internal resources

Would like more executive sponsorship across the globeMore visibility on action plans across geographies

Opportunities for Future Actions

Further review and refinements of questions

Annual review of which questions are giving us the most useful data

Annual review of length and design to better match the needs of our employee base

Increase participation for our At-Home and Corporate employees

Continue to ensure timeliness of data analysis

Provide stronger documentation and guidance for the analysis process - conduct virtual training sessions for managers and manager and senior leader “Playbook”

More accountability to ensure action plans are created and executedOn-going sharing of action plans and related results among Regional Operations/HR Leaders

Build a “library/storage place” to share lessons learned, action plans, findings and measurements

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In Summary—Some Lessons Learned

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In Summary—Some Lessons Learned

• Plan, plan, and plan• Build Sponsorship—have a key sponsor at

the top• Realistic timelines• Budget upfront

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In Summary—Some Lessons Learned

• Build the right team, if your global—have a global team—all reaches of the company need to be represented

• Make sure the right people are in the loop• Know your teams strengths and limits• Always complete a lessons learned document and

let everyone contribute to it

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In Summary—Some Lessons Learned

• Build a process and test it each year and then make changes based on lessons learned

• Build consistent branding and messaging—build it into your company culture…

• Know what your companies issues before you start to build, vet your questions, make sure you are asking the right questions

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In Summary—Some Lessons Learned

• Reporting out your findings and ACTION planning is critical—if you do nothing with the data—employees will stop participating• Always look for the low hanging fruit• Don’t always target the population with the

lowest scores on your survey—they already have one foot out the door—

• Hit the population where you can make the biggest impact—the middle of the road employees.

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Your Presenter’s Information

Darcy BruneManager, Global Human Resources Talent ManagementSykes Enterprises, IncorporatedPhone: +1 813-470-3235E-mail darcy.brune@sykes.com https://www.linkedin.com/in/dbrune

www.sykes.com

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Gracias (Spanish)Merci (French)

Obrigado (Portuguese )Vielen Dank (German)Köszönöm(Hungarian)

Multumesc (Romanian )谢谢 (Chinese)