Never before have employees been so reliant on their laptops to feel connected to the workplace and be productive. After all, it’s their sole channel for communicating, working, and collaborating when they’re not in the office. That’s why listening to employees and learning about how they’re experiencing their IT is critical in a remote-first world.
Yet, employees are more likely to suffer in silence when they experience IT issues rather than reach out for help. In fact, recent research by Vanson Bourne showed that the overwhelming majority (98%) of remote workers found endpoint performance to be important, yet 53% say that their machine runs more slowly outside the office.
When those issues go undetected or unreported, they negatively impact employee engagement and productivity. This visibility gap also has negative consequences for the IT-employee relationship.
Bridging the IT-employee gap
With digital transformation set to further accelerate in 2021 to prepare for a more permanent shift to remote working, touching base with your employees to ensure their digital experience remains positive is business critical.
Many IT organizations today will periodically send out surveys to the wider organization to gather feedback about their satisfaction with IT. However, the chances are that they have little to no knowledge of how employees really feel about particular software or upgrades, or whether a recent fix has actually resolved an IT issue—because they don’t have the tools to do so.
That’s where Tachyon Sentiment can help. By enabling contextual engagement and data gathering, IT can survey employees on an ad-hoc or scheduled basis or in response to a specific event (for example an IT change or upgrade). So, whether it’s a Windows upgrade or a new piece of software, IT can request feedback directly within the Tachyon Experience module. The best bit? It’s designed to work around your employees, so it won’t send the survey unless it is sure the employee isn’t in the middle of completing a task.
Marrying the subjective with the hard facts
Most digital experience monitoring tools today collect hard data about endpoint health and use this to remediate detected issues. They’ll also send out frequent surveys to employees to find out more generally about their IT experience. But how often are these two business-critical activities joined up? Is IT able to say for certain that they’re fixing the issues that are most problematic for employees? Do they know whether they’re fixing the right issues that are of most importance to employees?
In more cases than not, the answers are no.
Tachyon Sentiment breaks down these siloes in data gathering to create a single digital experience scores that marries those objective endpoint metrics with the subjective scoring provided by the employee. The result? A digital experience score based on four core metrics:
A critical piece of the Digital Experience Monitoring puzzle
We’ve always said that Digital Experience Monitoring is about more than just the monitoring. It’s about monitoring to uncover issues—and fixing them. With Tachyon Sentiment, you can guarantee that you’re fixing the issues that matter most to your employees and that those fixes have actually resolved the issue at hand.
To find out more about Tachyon Sentiment, why not attend the launch webinar on Thursday, 15th October. We’ll be demonstrating practical use cases for the feature, as well as explaining how it integrates into the Tachyon platform and your ITSM environment.