Yorizon Digital Employee Experience Questionnaire

Yorizon's feedback system is designed to provide organizations with valuable
insights into the satisfaction levels of their employees regarding their IT
environment.
The questionnaire is efficient and user-friendly, with one question per page and
intuitive navigation. By measuring the average time it takes to complete the
questionnaire and using a branch based on the answers, Yorizon ensures that the
questionnaire is not too lengthy while still providing valuable information. The
system also measures the impact of IT on productivity and digital skills.

1. An Introduction to
Yorizon's Questionnaire

2. Guiding Principles
There are several ways to collect feedback on the experience with the digital workplace.
One approach is to ask individuals their thoughts on an ad hoc basis or hold meetings
where opinions are solicited. In larger organizations, especially those with multiple
locations, diverse user groups, and complex IT environments, an online survey is often the
most efficient and powerful method for gathering feedback.
Yorizon has utilized online surveys for feedback gathering since 1995. Over the years, this
experience has led to the development of a questionnaire based on the following set of
guiding principles:
Information Value
Efficiency
Accessibility & Duration

3. Guiding Principle #1
Information Value

4. IT Happiness
General satisfaction expressed in a score
of 0-10, as well as enthusiasm and
adoption of new technology.
Productivity
Potential of weekly time savings in
minutes. We indirectly promote
productivity and thus creativity.
Digital Wellbeing
Addressing the topics of work pressure,
fatigue, and tech-related stress
The primary goal is to extract valuable information.
Therefore, we must consider what the survey will yield and what useful
management insights it can provide. Are we simply inquiring about established
practices? What exactly are we trying to find out? It's important to explore
various aspects of information value through a range of potential questions.
Ultimately, the information must contribute meaningfully to the fields of:
Information Value
In order to provide you with these metrics, we developed a questionaire structure, based on:
General IT Happiness
The 4 Core Modules
The Double Feedback Loop
Productivity

5. Information Value
General IT Happiness
IT Happiness Score from 1-10
Division into 3 groups: Unhappy Bunch, Happy Potentials and Happy Bunch
How do employees perceive their experience with IT?
This encompasses both tangible interactions and intangible factors, including the overall
image and perception of the IT department. This composite measurement, which we
refer to as IT Happiness, takes into account a variety of factors, including emotions,
expectations, and perceptions of technology's contribution to daily work and the
organization as a whole.
Employee digital skills, job nature, and level of expectation also play a role in shaping IT
Happiness. This metric is a combination of both hard and soft factors, including system
performance, application speed, and service quality, as well as interpersonal qualities
such as attentiveness, friendliness, and communication.
The general IT Happiness is questioned on a 6-point scale and is reported in 2 ways:
We pose questions about IT Happiness as the initial inquiry, allowing employees to
express their thoughts freely without any external influence. This also serves as a
benchmarking tool, enabling us to compare your organization's IT Happiness with that of
other companies worldwide.

6. Satisfaction with the digital workplace (standard hardware, tools, office and business applications and IT communication about the workplace). The basic
questionnaire consists of 10-12 subjects, such as hardware, office applications, business applications and communication from IT. We want to know about employees
who rate each of these subjects with a score of 'slightly happy, slightly unhappy, unhappy and very unhappy' about what they are not or less happy about. This
concerns fewer or dissatisfied employees, but we see this primarily as potential. Examples:
We have a library of variables that affect satisfaction.
Information Value
The 4 Core Modules
The Digital Workplace Digital Skills Digital Support Digital Behaviour
Based on years of experience, we have divided the questionnaire into 4 modules:

7. How satisfied are you with the training opportunities offered by the IT department to help you with your digital skills?
How satisfied are you with the information on tutorials / how-tos, wikis that the IT department provides to help you with your digital skills?
The quality of one's digital workplace experience is strongly tied to their knowledge and skills, as well as the availability of reliable sources of information for
managing their work environment. Individuals who possess natural aptitude for technology or have an interest in its capabilities tend to have a greater
appreciation for the ICT workplace. Conversely, those with little affinity for technology may find themselves frustrated when encountering difficult-to-solve
issues. This can affect their interactions with the Service Desk, overall satisfaction, and productivity. Thus, having adequate digital skills is crucial.
Organizations can support employees by offering training for different skill levels and ensuring that relevant information is easily accessible.


In addition to this, we may ask:
Information Value
The 4 Core Modules
The Digital Workplace Digital Skills Digital Support Digital Behaviour
Based on years of experience, we have divided the questionnaire into 4 modules:

8. Information Value
The 4 Core Modules
The Digital Workplace Digital Skills Digital Support Digital Behaviour
Based on years of experience, we have divided the questionnaire into 4 modules:
Although we may have all the right resources - internet connectivity, tools and apps, and digital skills - they alone are not sufficient.
What is crucially important is how IT support is perceived and valued by the employees. This starts with the IT Service Desk, where the ease of submitting requests or
reporting incidents is key, and effective communication and speedy resolution are paramount. However, it goes beyond the Service Desk to encompass the overall
relationship with the IT department, as well as service and workplace managers. Do employees feel heard and supported? Another measure of the quality of digital
support is the extent to which colleagues' needs are met. Additionally, the reputation of the IT department has a bearing on its perceived value. Does IT understand
the business, promote innovation, and genuinely facilitate business operations?

9. Information Value
The 4 Core Modules
The Digital Workplace Digital Skills Digital Support Digital Behaviour
Based on years of experience, we have divided the questionnaire into 4 modules:
IT Happiness is not only affected by the tools and resources provided by the IT department, but also by our own digital behavior.
Our interactions with digital devices, such as checking our smartphones before sleep, responding to messages during conversations or meals, and even using our
mobile devices while in the bathroom, all contribute to our overall IT Happiness. To measure this aspect, we consider several elements such as work-related
device usage, personal device usage, digital diet, and social behavior. These questions help us better understand the ways in which our digital behavior influences
our overall IT Happiness.

10. Information Value
The Double Feedback Loop
What is one compliment you would like to give?
Do you have a suggestion for improvement?
All employees are asked to respond to two questions:
1.
2.
We ask employees to choose one response for each question. The
information gathered from these responses provides valuable insights into
the most common compliments and improvement suggestions.
Furthermore, we also seek to understand the experiences of employees
who are not part of the "Happy Bunch" group, specifically those who fall
into the next four positions on the satisfaction scale.
While these employees may be less satisfied, we view their feedback as
potential for improvement.

11. Information Value
Productivity
We've been measuring employee satisfaction so far, but we haven't looked
at how it affects their work productivity. This is important because when
employees are unhappy with their IT environment, it can lead to loss of
productivity.
To better understand this, we ask the question: "If you had a flawless IT
environment, how many extra minutes of productivity would you gain per
week?" Employees can answer using a slider and we keep a margin of +/-
20% in the results.
This question is interesting because it triggers a deeper reflection on how
IT impacts work and provides a strong indicator of satisfaction. It also
allows for comparisons within the organization, such as between countries,
departments, function groups, and buildings. By continuously measuring
productivity, we can track whether it is improving or not.
After this closed question, we ask an open-ended follow-up question to
get employees' perspectives on what they experience. These comments
are linked to various topics and can highlight reasons for productivity loss
that we may not have previously considered.

12. Guiding Principle #2
Efficiency

13. Efficiency is an important factor in any research study, and it is no different
for our questionnaire. To ensure that the questionnaire is efficient, we have
implemented a branching mechanism based on the answers to the various
topics. This means that if employees are Happy or Very Happy with a certain
subject, we will not ask all the reasons. Instead, we focus on the reasons for
dissatisfaction or areas where improvements can be made. This is discussed in
the question about 'Improvement Suggestions'. By doing this, we save time
for both the employees who fill out the questionnaire and for us as
researchers.
In addition to measuring satisfaction, we also survey productivity and digital
skills. It is valuable to discover whether there is a relationship in your
organization between the level of IT Happiness and productivity, and what
determines this. Productivity is not just about how much work is done, but
also about how effectively one can work, how well one can collaborate with
colleagues, and how well one can deliver products and services to suppliers,
partners, or customers. By measuring these factors, we can gain a better
understanding of how technology is impacting the overall performance of
your organization.
This data can be incredibly valuable for decision-makers, as it can help them
identify areas where productivity can be improved through targeted
interventions, such as training programs or IT infrastructure upgrades. By
focusing on these areas, organizations can not only improve their overall
performance but also improve employee satisfaction and engagement.
Efficiency

14. Guiding Principle #3
Accessibility & Duration

15. At Yorizon, we strive to make our questionnaire as user-friendly and efficient
as possible.
To achieve this, we follow the principle of '1 question per page'. This means
that each question in the survey is displayed on its own page, rather than
having multiple questions on a single page. This approach is designed to
create a more pleasant and accessible user experience, by reducing
distractions and making it easier for users to focus on each question. Large
buttons and explanatory text can also be included to make the survey more
user-friendly.
The navigation of the survey is designed to be intuitive, with clear instructions
and easy-to-use controls. Users can interrupt the survey and resume it later,
with all answers being automatically saved.
In terms of survey length, Yorizon has found that an average completion time
of 6:30 minutes is acceptable for most users. This is a good compromise
between the length of the questionnaire and the value of the information
collected.
Accessibility & Duration

16. Conclusion
Yorizon's feedback system is designed to provide organizations with valuable
insights into the satisfaction levels of their employees regarding their IT
environment.
The questionnaire is efficient and user-friendly, with one question per page and
intuitive navigation. By measuring the average time it takes to complete the
questionnaire and using a branch based on the answers, Yorizon ensures that the
questionnaire is not too lengthy while still providing valuable information. The
system also measures the impact of IT on productivity and digital skills.
Furthermore, Yorizon provides additional resources, such as articles on
communication, incentives, frequency of measurements, and working with the
results, to help organizations make the most of the system on our website.
If you have any questions or would like more information about our system, our
team is always available to assist you.

17. Yorizon BV​
Van Nelleweg 1​
3044 BC Rotterdam​
The Netherlands​

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Phone: [phone]​
E-mail: [email protected]​
Company no.: 24 4392870000​
VAT no.: NL8196.76.342.B01​

Web: https://www.yorizongroup.com​

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Yorizon BV is member of the Dutch IT Industry Association ‘NLdigital’.​