Video Summary
Alison Brown and Roger Thorpe discuss measuring the success of benefit plans by analyzing employee feedback and stories. They emphasize the importance of gathering real information through anonymous surveys and follow-up discussions, rather than relying solely on gut feelings. Roger highlights the need to address specific issues and direct the narrative towards a positive experience. They also discuss the value of sharing positive stories about claim resolutions and support in employee communications. The conversation underscores the importance of moving from intuition-based assessments to data-driven evaluations of benefit plans.
Chapters
Introduction and focus on employee feedback
Alison Brown introduces Roger Thorpe, President of Thorpe Benefits. They discuss the fourth question in their series about measuring benefit plan success, focusing on employee stories and feedback around the ‘water cooler’.
Challenges of relying on gut feelings
Roger Thorpe explains the limitations of relying on gut feelings or anecdotal evidence when assessing employee satisfaction with benefit plans. He emphasizes the need for real, concrete information to make accurate assessments.
Gathering reliable feedback
Roger suggests using anonymous surveys and follow-up discussions with key individuals to gather more reliable feedback. He stresses the importance of explaining the rationale behind benefit plan decisions and resolving specific claim issues.
Importance of positive narratives
Alison and Roger discuss the importance of directing the narrative towards positive experiences and clearing the air of any misunderstandings or resentments.
Sharing success stories
Roger shares examples of positive outcomes, such as successfully resolved claims, and emphasizes the importance of sharing these stories in employee communications. He suggests actively seeking out and relaying positive experiences.
Conclusion on data-driven approach
Alison and Roger conclude by emphasizing the importance of moving from intuition-based assessments to knowing ‘for sure’ through data-driven evaluations of benefit plans.