Perceptions about working with HR

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Employees who have a single point of contact with HR are twice as likely to say HR promotes value than those who have multiple HR contacts. How accessible is your HR team to employees?

- with inputs from Lester Tan

A new report by ADP Research Institute (ADPRI) has introduced a new metric called the HR XPerience Score (HRXPS) to measure HR service quality and how the HR function is perceived by employees based on their EX.

This 25-country study (which includes China, Singapore, India, Australia and Japan from the APAC region) of more than 32,000 respondents offers intel on the importance of HR based on key interactions during an employee’s talent journey, in the report titled The HRXPS: How to measure the performance and impact of HR through the lens of the employee experience

Based on the report, there are five milestones in the employee experience that determine how satisfied employees are with HR. We  have listed them below, along with three statements you can use to measure each experience: 

#1 You give me what I need

The first psychological experience is that of basic needs – the employee must feel that their most basic HR needs are being met. The three items which measure this aspect of the experience are:

  • My HR helps me understand what I am legally entitled to, such as workplace protections and benefits.
  • The communication I receive from HR is always easy to understand.
  • My HR provides me with the resources needed to do my job.

#2 You make me feel safe

The data showed that a safe workplace where concerns can be communicated without retribution, and where someone is available to listen and provide resolution to workplace issues are important aspects of HR service quality. The items which measure this aspect of the employee experience are:

  • I can count on HR to help resolve workplace issues.
  • I am confident that my HR will properly handle unethical behaviour.
  • I believe I can report an incident to HR without retribution.

#3 You understand and value me

The third experience contained within HR service quality is the sense that HR is “in the employee’s corner,” keeping promises and doing what is right. This reinforces a sense of belonging to the organisation, of feeling understood by HR. The items identified to measure this aspect are:

  • I believe HR follows through on promises made to employees.
  • I strongly believe that HR does the right things for me.
  • I felt a sense of belonging to the company when I first started.

#4 You want me to grow

Employees need clarity around how to grow within their position and the organisation. They need opportunities to advance and improve, and they expect HR to play a role in this. The three items which measure this aspect of the experience are:

  • My HR provides excellent guidance on how I can advance in my job.
  • My company offers strong incentives that encourage me to improve my performance.
  • I am encouraged by HR to seek ways to improve within my job.

#5 I trust you

The final aspect of the employee experience is deep trust felt by the employee for the HR function. This trust flows both ways: the employee feels like they can completely trust their HR function, and they feel like the HR function completely trusts them. The three items which measure this aspect are:

  • I feel that HR really cares about me.
  • I feel empowered by HR to help the company succeed.
  • I completely trust my HR.

Frequency of interaction with HR

According to ADP, the frequency of HR interactions relates to higher HRXPS. The more HR services the employee uses, and the more frequently the employee calls upon the HR function to help with a work-related issue, the higher their HRXPS is likely to be. In other words, the higher the number of interactions with HR, the higher HR is seen as 'valuable'.

As such, employees who have a single point of contact with HR are twice as likely to say HR is value-promoting than those with multiple HR contacts, and five times more likely than employees who have no HR.

Additionally, the number of interactions matters. Employees who have had at least seven interactions are 7.4x more likely to say HR is value-promoting than those with no interactions. Those who have worked with HR more than three times in the last year are 3.7x more likely to view HR as value-oromoting than someone who has not worked with HR.

Further, those who use five services from HR (i.e onboarding, promotion, LOA, performance attention, and benefits) are 11x more likely to say HR is value-promoting than those who use no services. Onboarding, performance attention, and health benefits are the specific HR services that influence a higher score.

With that in mind, Marcus Buckingham, Head of People and Performance Research, ADP, shared: "Our research found that the HR function is critical to the talent brand – so much that every employee interaction that takes place, specific services used and a personalised feel with a single point of contact are what influences a higher HRXPS. In fact, this high-ranking, single point of contact upends the current industry trend of doing away with HR."

Sreeni Kutam, Chief Human Resources Officer, ADP, added: "At the center of driving talent, both in acquisition and retention, as well as the talent brand, sits HR. Its importance can now be measured with an industry benchmark to gauge the strength of an organisation’s HR function.

"As companies continue to ramp up hiring, HR has an opportunity to refocus efforts on the onboarding process as this is a critical touchpoint, as uncovered in the study.”


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