By Hank Marquis

FOUND: The Missing Link to Digital Employee Satisfaction!

Psychometrics can measure emotions—the "missing link" that can help you understand the causes of (dis)satisfaction with IT products & services.

We can only know authentic digital employee experience when we measure producer (operationally) and consumer (psychometrically.)

For those of us who have always worked from inside IT outward towards our employees, we often hold false perceptions.

We stick with our trust in the observation of operational metrics. That's the old way of thinking, the non-digital way of thinking.

Choose to progress!

Don't double down on what you've always done; there is no better definition of failure than doubling down on what doesn't work.

Switching perspectives to that of our consumer—today's digital employee working hybrid with a portable digital workplace solution—is critical to our continued employment and keeping our businesses open.

But most of us have yet to gain experience in technical service marketing psychometrics past proxies like NPS (released in 2010), CES (2003), or CSAT (1980!) instead.

For many of us, shifting gears and measuring true satisfaction will take changing old habits that die hard.

The old ways are no longer the best! While we understand that perception psychometrics are essential, we often believe we can get enough information from monitoring our service delivery technologies. But that approach isn't working well anymore if it ever did.

Here's a 5-point plan to nail IT satisfaction for better digital employee experience, productivity, and profits:

• Invest in understanding employee's digital experiences humanistically and utilize the latest technical service marketing arts to move past satisfaction to quality of experience.
• Train IT leaders on managing and understanding psychometrics and use NPS, CES, and CSAT as proxies for measuring satisfaction but dig deep into dissatisfaction using service psychometrics.
• Switch perspectives to that of the consumer, the modern digital employee, to gain an accurate understanding of employee satisfaction and leverage psychometrics to measure service satisfaction and employee experience.
• Expand the old ways of monitoring service delivery that has proven inadequate to include the humanistic and create an effective feedback loop between IT leaders and employees to keep satisfaction "in the zone."
• Regularly solicit feedback from employees about their experience with IT services.

Please comment or reach out and let me know what you think, I'd love to talk with you!

Best,
Hank

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