April 2022 HR Lineup

HR L I NEUP APR I L 202 2

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HR Lineup: There was already a process in place where customers can provide feedback to GBS HR Operations. What is the difference in the new feedback process? Regula: That is correct. Whenever a ticket in AskHR is being resolved, we ask our customers about their overall experience, and also ask them to indicate how much effort it took for them to get their ticket resolved – and we will continue with that. However, we identified a gap that it was difficult for our customer to give us feed- back – either good or bad - which was not specifically related to a ticket. With this new functionality, we are bridging this gap and making it easier for everybody to get in touch with us and share feedback on how we are doing. No seriously, if the feedback is positive, it gets forwarded to the respective team or team member. They then validate and ana- lyze the type of feedback, and we respond with a thank you note to the customer. If the feedback is negative, the responsible team or team member has to dig deeper into what went wrong, where, and how this feedback can be converted into a pro- cess improvement. Also, in this case se- nior leadership gets involved to ensure the proper quality. We of course keep the customer informed on the progress during this process. HR Lineup: What happens with the feed- back after you received it? Regula: Depending on the content of the feedback we celebrate or not [laughs].

HR Lineup: How do you expect this functionality to impact the relation- ship between the businesses and GBS HR Operations? Regula: We sincerely do hope we can fur- ther improve and strengthen the relation- ship with our customers and their overall experience working with us. On one hand because it will help us to better under- stand their needs and implement appro- priate improvements in our day-to-day work. On the other hand, we aim for more personal interaction with our customers. We are aware that communication through a semi-automated ticket system can sometimes appear a bit impersonal, so we are doing our best to remedy that. And we think this is a fantastic opportu- nity for our teams to break down the “ticket wall” and give our services a more personal touch. HR Lineup: The functionality has been in place since the end of last year. What was the experience over the first couple of months? What can you already say that you’ve learned during this time? Regula: We are actually very positively surprised by how much feedback we’ve already received. Usually when you im- plement a new functionality it takes a while for customers to get used to it, but we already see a constant increase in the usage, which makes us very happy. It is still too early to deep dive into the data, but the general trend we currently see is that most of the positive feedback was related to collaboration and customer service beyond expectations, while the areas in which we have the most potential for improvement seem to be related to process, quality and timeliness.