Empuls measures support KPIs—including average response time, resolution time, and Net Promoter Score—through automated tracking, quality assurance reviews, and collaborative quarterly business reviews with clients.
How Empuls Tracks Support Performance KPIs
Xoxoday Empuls provides structured measurement across three core dimensions of support performance: speed, resolution quality, and end-user sentiment. Together, these metrics give HR and People Operations teams a clear view of how the R&R programme is running and where improvements can be made.Customer Satisfaction and NPS
Empuls collects user sentiment through surveys tied to specific programme interactions. Net Promoter Score (NPS) is a primary metric, measuring how likely employees are to recommend the recognition programme to peers. These scores are aggregated over time to surface trends rather than one-off responses. Survey delivery integrates with communication tools such as Slack and Microsoft Teams, so employees respond directly within the tools they already use. This increases response rates and ensures the data reflects a broad cross-section of the workforce, not just the most engaged users.Response and Resolution Time Metrics
Empuls tracks average response time and average resolution time as operational KPIs. Response time measures how quickly a support interaction is acknowledged; resolution time captures how long it takes to fully close an issue. Both metrics are monitored continuously and benchmarked against agreed service-level targets. For organisations running Empuls alongside HRIS systems such as Workday, SAP SuccessFactors, or Darwinbox, workforce data integrations ensure that support tickets and resolution data are attributed accurately to the right employee segments or business units—making it easier to identify patterns by team, location, or tenure.Quality Assurance Reviews
Beyond speed metrics, Empuls conducts regular quality assurance reviews of support interactions. These reviews assess whether responses meet service standards, identify gaps in knowledge or process, and feed directly into training and improvement cycles. QA findings are documented and actioned, not simply filed. This approach aligns with the operational standards Empuls upholds under certifications including ISO 27001 and SOC 2 Type II, where process consistency and auditability are foundational requirements.Quarterly Business Reviews
KPI results are consolidated and shared with clients during quarterly business reviews (QBRs). Each QBR presents target versus achieved figures across response time, resolution time, satisfaction scores, and quality ratings. Empuls and the client team then work collaboratively to set revised targets and agree on strategies for the next quarter. This cadence gives People teams a predictable rhythm for reviewing programme health and addressing concerns before they escalate. It also creates a documented record of performance trends over time—useful for internal stakeholder reporting and programme justification. Learn more: Empuls Help Centre — Reporting and analyticsRecognition Reports Overview
Understand how Empuls generates reports on recognition activity, reward utilisation, and programme engagement across your organisation.
Employee Engagement Survey Analytics
Learn how Empuls measures eNPS and pulse survey results to track employee sentiment over time.