Medallia and the Evolution of Employee Feedback

November 19, 2015 Nicole Klemp


In the past (and presently in some organizations), employee feedback simply entailed an employee bringing comments and concerns to their manager or directly to their HR department. While employees should always feel that they can walk into their manager’s office or call their HR business partner with concerns, this shouldn’t be the only method of gathering employee feedback. Relying on this avenue alone doesn’t allow HR to be proactive, and instead forces them to spend their time reacting to unforeseen issues. And oftentimes, employees don’t feel comfortable providing feedback in this way, or they don’t bother to bring minor issues to light until they bubble up and become huge problems.

The introduction of the survey

Somewhere along the way, companies decided to take engagement to the next level and ask employees for feedback at regular intervals, not just as issues arise. This next step in the feedback evolution was the introduction of employee surveys. These surveys are often administered annually or semi-annually and are meant to capture employee pain points. Survey results are then presented to HR in a static report that shows anonymous responses and suggests areas to address.

While employee surveys are an important part of the Worker Experience — as is face-to-face employee feedback— these approaches alone don’t allow HR to identify issues before they become problems, and they don’t paint a complete picture of the Worker and Customer Experience.


Complete feedback in real time

As the state of employee feedback has further evolved, organizations today have access to a complete HR solution that can provide employee feedback in real time. Medallia’s unified experience platform prioritizes issues based on business measures and outcomes, and connects data that influences both the Worker and Customer Experience. All feedback is directly linked to revenue and profitability, and the platform supports and links all employee and customer feedback together — allowing companies to better engage employees while building a more customer-centric culture.

The Medallia platform uses frequent, anonymous “pulse checks” to give HR and management a better understanding of team dynamics and areas that employees believe need improvement. This focus on trends and unfiltered feedback leads to useful dialogue between managers and their direct reports, and can improve employee morale and increase engagement. And higher employee engagement means better Customer Experience outcomes, less employee turnover, and more productive employees.
To learn more about Worker Experience trends and how to better engage employees, check out our ebook, The Future of Employee Engagement.


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