Case Study.

Exit Interviews

Improving the employee experience through exit interviews

Understanding the reasons that push an employee to leave their organization and learning from the end of the professional relationship proves to be a profitable investment which is strongly correlated to an important element: employee experience. One of EPSI’s client organizations in the telecommunications sector was accompanied by experts from our firm in the implementation of an end-of-employment process. It is important to note that not all terminations are negative in nature, but the departure of key individuals, high-performing contributors and innovative collaborators is undoubtedly a significant loss for any organization. Therefore, understanding the reasons behind their departure can help organizations make the necessary changes to improve current employee experience and decrease the potential for turnover.

Summary

The Issue

Several employee departures over a period of six (6) months in the Operations Branch. The company did not use an exit questionnaire or interview as part of their human resources management practice.

The Solution

We recommended that our client implement an exit questionnaire process in order to fully understand the reasons that motivate a person to leave their employer. In the case of this organization, we proceeded with exit questionnaires with all individuals who had left the organization in the last three (3) months. More than 85% of the individuals agreed to participate in the exercise.

The Benefits

  • Discovery of important issues at the level of first level supervisors.
  • Change of culture at the leadership level.
  • Positive impacts on the employee experience through the implementation of concrete measures on processes and policies impacting employees.
  • Implementation of an end-of-employment process in human resources management.
Why We Were Involved

Faced with several major departures in recent months, the company’s senior management questioned the reasons that led to this situation. Since the company had no formal measures or process to get answers to their questions, a human resources advisor initiated a project to find an HR partner who could help them with this issue. It was important for them that the partner be able to support them not only on the strategic level but also on the operational level.

How We Helped

The company enlisted EPSI to support them in this project. Following a working meeting to fully understand their situation, an EPSI consultant recommended an end-of-employment questionnaire that is characterized by its ease of implementation, its simplicity to complete, and by the richness of the information captured. The EPSI end-of-employment questionnaire is completed entirely online. Under EPSI’s recommendation, the company’s human resources department contacted employees who had left within the last three (3) months by email to send them the link to the questionnaire. The initiative received a response rate of 85%, which provided a fairly accurate picture of the main reasons that motivated employees to leave the organization in question.

Following the first exercise with the group identified above, a group report was generated clearly identifying the reasons that led to the departure of these employees. The report also identified improvements and innovations that could be advanced that would have had a significant impact on their decision/intention to leave the company.

Following the first exercise with the group identified above, a group report was generated clearly identifying the reasons that led to the departure of these employees. The report also identified improvements and innovations that could be advanced that would have had a significant impact on their decision/intention to leave the company.

How Did Things Change
  • Since the project, the organization has taken a major step forward with its first level supervisors. Training, awareness, and professional development sessions to improve the way they supervise and interact with their employees have been implemented.
  • A process to review organizational values has also been put in place. The objective is to integrate these values into daily work so that employees can identify with them in their work within the organization.
  • The termination process is now well established, with the termination questionnaire being completed during working hours before a contributor leaves the organization.
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