Manage employee feedback and ratings
on Glassdoor for a global process
outsourcing

THE CLIENT

Our client is a process outsourcing and technology services company specializing in process management for diplomatic missions worldwide. The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments. Its headquarter is in Dubai, United Arab Emirates, with 3395 application centers and operations in 144 countries across 5 continents.

SERVICES

Employer Branding
Employee feedback
management

PROBLEM STATEMENT

The client anticipated a fall in Glassdoor ratings due to increased workload as the world opened up for travel post-Covid-19. The pandemic-induced regulation required added process and diligence, while skeletal staff was allowed on site resulting in a high workload on the field teams. They wanted our support in managing employee feedback through tools available on Glassdoor.

OUR APPROACH

According to our scope of work, we first started by providing personalized responses to any negative review. But to solve the real issue of our client, we needed to do a cultural assessment. On Glassdoor, employees rate their company’s culture and value on a five-point scale, but these quantitative scores alone shed little insight into the specifics of a company’s culture and issue hidden behind the scenes. The real value of understanding and measuring culture lies in the free-text responses that each reviewer provides. At Markivis, proper understanding is the key to building an action plan for any problem statement. Thus, we started to delve deeper by doing a culture assessment of the last 6 months of reviews available on the platform. Using the MIT-Sloan model of culture review, we identified the issues that the employees were raising on Glassdoor:

Post-pandemic, an increase in workload overburdened the employees.
Employees were not satisfied with their compensation.

We presented these issue to our client and discussed possible ways forward. In a conversation, we got to know that:

A large number of ground-level employees didn’t have their employee email ID. Thus, they feel uninformed about company updates.
They had no interaction and access to senior management in the organization, leading to a sense of disengagement.

After understanding the whole picture and all the issues of the employees, we suggested some internal campaign ideas to the senior management. Meanwhile, we continued giving personalized responses to the negative reviews and also started providing monthly cultural analysis report to the client. Along with that, we started designing and posting company updates to improve the engagement of their Glassdoor account. Also, to get more reviews, we started sending emails from Glassdoor to the employees who had any recent positive experiences with the organization. (Like: promotion, awards, new and re-hires onboarding, employees who were part of employee engagement programs etc.)

RESULTS

Significant increase in positive

reviews.

Control over falling ratings – fall was limited to 0.2 points over the analysis period

Increase in engagement due to company updates.

Manage employee feedback and ratings on Glassdoor for a global process outsourcing