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Unlocking the Power of Employee Listening and People Analytics: A Case Study of ABN Amro Bank’s Success in Improving Employee Experience

today2023.04.05. 4801 1

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Why should you care

Employee listening and people analytics may drastically help to improve overall employee experience. By analyzing this data, companies can identify trends and areas for improvement, leading to better employee engagement and retention. A prime example of this is ABN Amro Bank, whose employee listening program has contributed to increased employee engagement, retention, and ultimately better business outcomes.

In today’s competitive business landscape, companies must prioritize employee experience to attract, retain and engage top talent. One key component of employee experience is employee listening, which involves actively seeking out and responding to employee feedback.

Employee listening is not only a best practice in human resources, but it is also becoming increasingly essential for data-driven decision-making through people analytics. By leveraging insights gained from employee listening, companies can improve their employee experience and ultimately drive business success.

Employee listening and people analytics can lead to a better employee experience in several ways:

  1. Identifying Employee Needs: Employee listening and people analytics help organizations understand their employees’ needs and concerns. This information can be used to create a work environment that meets the needs of employees and enables them to perform at their best.
  2. Improving Communication: Employee listening programs help organizations communicate more effectively with their employees. This can lead to better collaboration, improved morale, and increased engagement.
  3. Enhancing Employee Engagement: People analytics can be used to identify the factors that contribute to employee engagement. By understanding these factors, organizations can create a work environment that fosters engagement and enables employees to achieve their full potential.
  4. Reducing Turnover: When employees feel that their voices are heard and their needs are being addressed, they are more likely to stay with the organization. This can result in lower turnover rates and reduced costs associated with recruiting and training new employees.
  5. Enhancing Organizational Performance: By using people analytics to gain insights into employee behavior and preferences, organizations can create a more productive and efficient workforce. This can lead to improved business performance and increased profitability.

Effective employee listening programs provide a wealth of data that can be analyzed using people analytics tools to identify trends and areas for improvement. People analytics can also help organizations measure the impact of employee listening initiatives on employee experience, as well as identify the drivers of employee engagement and retention.

In turn, improving employee experience can lead to better business outcomes, such as increased productivity, reduced turnover, and improved customer satisfaction.

Case study: ABN Amro Bank’s employee listening program

ABN Amro Bank is a leading Dutch bank that has made employee listening a cornerstone of its people strategy. The bank’s employee listening program, called “Voice of the Colleague,” was launched in 2016 and has since become a key driver of employee engagement and retention. The program uses a combination of surveys, focus groups, and social media to collect feedback from employees.

The data is analyzed using people analytics tools to identify trends and areas for improvement. One of the key benefits of the program is that it has enabled the bank to be more responsive to employee feedback.

“This program is about demonstrating to employees that we value their input and are committed to making changes that improve their experience.”

Patrick coolen

For example, in response to feedback from the program, the bank has implemented a number of initiatives, including a new flexible working policy. The program has also helped the bank to improve employee experience, with employee engagement scores increasing from 77% in 2016 to 83% in 2019. In turn, this has contributed to better business outcomes, such as increased productivity and reduced turnover.

Patrick Coolen, ABN Amro’s Head of People Analytics, has played a critical role in the success of the program. He notes that the key to the program’s success has been its focus on action, rather than just collecting feedback. “The program is not just about listening to employees, it’s about taking action on their feedback,” he says. “It’s about demonstrating to employees that we value their input and are committed to making changes that improve their experience.”

In conclusion, employee listening, people analytics, and employee experience are closely linked and can contribute to the success of each other. Companies that prioritize employee listening and use people analytics to analyze the data can improve employee experience and drive better business outcomes. The ABN Amro Bank case study is a prime example of how effective employee listening programs can lead to increased employee engagement, retention and ultimately drive success in the organization.


Want to dive deeper? Join Patrick Coolen at the Employee Experience Impact Forum on 16-17 May in Amsterdam

Written by: Mihaly Nagy

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