--- title: Don’t invent ways for your HR Shared Service Center to improve the employee experience. Here’s why… description: Employee satisfaction is crucial to a happy workplace, but your HR Shared Service Center doesn't need to be revolutionary, just smart. 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Here’s why… Posted on [June 20, 2016](https://blog.neocasesoftware.com/hr-service-delivery-posts/dont-invent-ways-hr-shared-service-center-improve-employee-experience-heres) by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) [Home](https://www.neocasesoftware.com/) > [Neocase Blog](https://blog.neocasesoftware.com/hr-service-delivery-posts/dont-invent-ways-hr-shared-service-center-improve-employee-experience-heres) > **Don’t invent ways for your HR Shared Service Center to improve the employee experience. Here’s why…** For years, organizations have understood the value of delivering a great customer experience.  The reasoning is quite simple:  Treat customers well at every touch point, and those customers will come back to buy from you again and again.  A better customer experience leads to more customer loyalty, higher revenue, profits and stock prices.  All good stuff, right? ![Pablo Picasso Self Portrait](https://static.hsstatic.net/BlogImporterAssetsUI/ex/missing-image.png)The [business value of the customer experience](https://hbr.org/2014/08/the-value-of-customer-experience-quantified) is clear and significant, and has driven organizations to investment in customer experience improvements, and rigorously monitor the related [Key Performance Indicators](http://www.mycustomer.com/community/blogs/frank-gothmann/3-kpis-to-measure-your-customer-experience-levels)  (KPI’s). Companies have also discovered that a key lever for boosting the customer experience is the *employee* experience: Happy, engaged employees invest more discretionary effort into their work, and this cascades down to what the external customers experience. **Just as your company’s customer service department is a key touch point in the *customer* experience, the HR Service Center is a key touch point in the *employee* experience.  That’s why the  experience delivered by the HR Service Center plays such an important role – it has a lot of influence over how employees feel about their employer.** In order to create the right experience, the Service Center must identify and implement the right initiatives to deliver the employee experience, and the right KPI’s to measure the results. I know what you’re thinking…  “Great – another project.” The good news is that you don’t have to build all this from scratch.  Chances are, someone else in your company has probably already done a lot of the work for you, so it’s yours for the taking!  Remember Pablo Picasso?  He’s the guy that said, “Good artists borrow, and great artist steal.”   Whether you choose to borrow or steal isn’t the point.  The point is that you  can “copy” the externally-facing customer experience initiatives that your firm has probably already put in place. **Let’s look at using customer experience KPI’s as an example:** [MyCustomer](http://www.mycustomer.com/), an online resource for customer experience professionals, lists three KPIs To Measure Your Customer Experience Levels.  Those are the **Net Promoter Score**, the **Post Sale Survey** and **Repeat Visits**.  These same three KPI’s can be adapted to your HR Service Center to measure the experience of your HR customers. Here’s how…. **The Net Promoter Score** When an employee request has been closed, you may already be sending the employee a satisfaction survey.  You can easily incorporate the [Net Promotor Score](https://www.netpromoter.com/know/) question into the survey, because it’s only a single, simple question:  “How likely is it that you would recommend us (to a fellow employee) on a scale of 1 to 10?” ![Net Promoter Score](https://blog.neocasesoftware.com/hs-fs/hubfs/Imported_Blog_Media/Net-Promoter-Score-1.jpg?width=676&height=263&name=Net-Promoter-Score-1.jpg) **The Post Sale Survey** The objective of this survey is to gather information from the customers about how easy it was to do business with you. By benchmarking the aggregated 'ease of doing business' score against previous months, the business owner can see if the new features have improved or deteriorated the customer experience levels.  *Incorporate an “ease of doing business with HR” question into your closure survey* along with the Net Promoter Score question. **Repeat Visits** A key metric to measure customer experience is repeat patronage.  In the world of HR Service Delivery, this can equate to repeat visits to the HR Portal.  If employees are going to the Portal instead of calling you on the phone, or sending you an email, that’s a good sign that the Portal experience is positive. For an HR Service Center to improve the employee experience, you don’t have to start from scratch.  You can adapt and implement many of the same practices that are already in use by your colleagues in the externally-facing departments in your organization. Or to paraphrase Picasso, “Good HR Service Centers borrow; great HR Service Centers steal.” Share this post ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) ##### Jim Watson Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience! ### CATEGORIES - [HR Service Delivery (231)](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) - [Press (34)](https://blog.neocasesoftware.com/tag/press) - [Experience collaborateur (33)](https://blog.neocasesoftware.com/tag/experience-collaborateur) - [Case Management (31)](https://blog.neocasesoftware.com/tag/case-management) - [Self-Service Portal (29)](https://blog.neocasesoftware.com/tag/self-service-portal) - [Product (26)](https://blog.neocasesoftware.com/tag/product) - [Employee Experience (22)](https://blog.neocasesoftware.com/tag/employee-experience) - [Knowledge Base (22)](https://blog.neocasesoftware.com/tag/knowledge-base) - [Best Practices (21)](https://blog.neocasesoftware.com/tag/best-practices) - [Business Process Automation (20)](https://blog.neocasesoftware.com/tag/business-process-automation-posts) - [Digital transformation (15)](https://blog.neocasesoftware.com/tag/digital-transformation) - [Feature (14)](https://blog.neocasesoftware.com/tag/feature) - [Artificial Intelligence (13)](https://blog.neocasesoftware.com/tag/artificial-intelligence) - [Future of HR (13)](https://blog.neocasesoftware.com/tag/future-of-hr) - [Fosway (11)](https://blog.neocasesoftware.com/tag/fosway) - [Partner (11)](https://blog.neocasesoftware.com/tag/partner) - [Employee Journey (10)](https://blog.neocasesoftware.com/tag/employee-journey) - [Employee Relations (10)](https://blog.neocasesoftware.com/tag/employee-relations) - [Events (10)](https://blog.neocasesoftware.com/tag/events) - [COVID-19 (8)](https://blog.neocasesoftware.com/tag/covid-19) - [Employee Document Management (8)](https://blog.neocasesoftware.com/tag/employee-document-management) - [Customers (7)](https://blog.neocasesoftware.com/tag/customers) - [Onboarding (7)](https://blog.neocasesoftware.com/tag/onboarding) - [Neocase HR (6)](https://blog.neocasesoftware.com/tag/neocase-hr) - [EDM (5)](https://blog.neocasesoftware.com/tag/edm) - [Chatbot (4)](https://blog.neocasesoftware.com/tag/chatbot) - [Data Confidentiality (4)](https://blog.neocasesoftware.com/tag/data-confidentiality) - [Manufacturing (4)](https://blog.neocasesoftware.com/tag/manufacturing) - [Analytics (3)](https://blog.neocasesoftware.com/tag/analytics) - [ERM (2)](https://blog.neocasesoftware.com/tag/erm) - [Monthly Updates (2)](https://blog.neocasesoftware.com/tag/monthly-updates) - [News (2)](https://blog.neocasesoftware.com/tag/news) - [Reporting (2)](https://blog.neocasesoftware.com/tag/reporting) - [Webinar (2)](https://blog.neocasesoftware.com/tag/webinar) - [offboarding (2)](https://blog.neocasesoftware.com/tag/offboarding) - [Gartner (1)](https://blog.neocasesoftware.com/tag/gartner) - [Health and Safety at work (1)](https://blog.neocasesoftware.com/tag/health-and-safety-at-work) - [Professional Services (1)](https://blog.neocasesoftware.com/tag/professional-services) - [Quality of work (1)](https://blog.neocasesoftware.com/tag/quality-of-work) - [Shared Cervice Center (1)](https://blog.neocasesoftware.com/tag/shared-cervice-center) - [Success Story (1)](https://blog.neocasesoftware.com/tag/success-story) - [What is..? (1)](https://blog.neocasesoftware.com/tag/what-is) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector) See all     ## See the Power of [HR Service Delivery](https://info.neocasesoftware.com/book-demo?hsLang=en) [Book a demo now](https://info.neocasesoftware.com/book-demo?hsLang=en) Blog articles you don’t want to miss directly in your inbox What is Neocase and how does it help HR teams? Neocase is a cloud-based HR service delivery platform that automates HR processes, improves employee experience, and optimizes shared service center operations. It helps HR teams reduce manual tasks, increase efficiency, and deliver faster, more personalized services. What are the main features of Neocase HR solutions? Neocase offers a wide range of features, including: - **Case Management** for handling employee requests efficiently - **Knowledge Base** for self-service and quick answers - **Document Management** for secure storage and compliance - **Employee Self-Service Portals** for easy access to HR services - **AI-powered Automation** to streamline workflows and reduce response times - **Reports and Analytics** to monitor HR performance and manage key indicators. Can Neocase integrate with existing HR systems like SAP SuccessFactors or Workday? Yes. Neocase integrates seamlessly with leading HRIS platforms such as SAP SuccessFactors, Workday, and others. These integrations ensure smooth data exchange and process continuity without disrupting your existing HR ecosystem. How does Neocase ensure data security and compliance? Neocase is ISO 27001 certified and fully GDPR compliant. The platform uses secure cloud architecture, encryption, and strict access controls to protect sensitive HR data and maintain compliance with global regulations. Is Neocase suitable for global organizations and multi-language environments? Absolutely. Neocase supports multi-country deployments, multiple languages, and localization features, making it ideal for global organizations with diverse workforces. How can I request a demo or learn more about pricing? 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