Building the World's Largest Community of CX Professionals

Learn More

New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience

Disparities Crop Up Between What Executives Suppose and What Employees Believe

  • Share

A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the future if the concerns are not dealt with.

Gartner said it examined key areas crucial to the employee experience while employers are in the process of implementing work strategies for the future. During the research, Gartner discovered “significant dissonance between employee and executive sentiment,” said Alexia Cambon, director in the Gartner HR practice. “If left unaddressed, this division may lead to a critical failure to build trust and employee buy-in for future-of-work plans.”

The findings are the result of the 2021 Gartner Hybrid Work Employee Survey, conducted among 4,000 employees in January 2021. The survey reveals six perception gaps that employers must resolve.

One gap has to do with the culture of flexibility. The survey revealed that 75% of executives believe they already operate in a culture of flexibility, but the figure among employees is much lower at 57%. And while three-quarters of executives believe their business understands how flexible work practices support employees, only half of employees share the view.

Executives are also better equipped to work remotely than employees, which the survey identifies as another gap. While 80% of executives believe they possess the proper technology to work remotely, only 66% of employees share that belief. The percentage of those who think their organization has invested in providing them with the same resources for working virtually versus at the office is also greater among executives than for employees.

A third gap relates to issues of trust. Only 41% of employees agree that senior leadership acts in their best interest, compared to 69% of executives. “Without trust, employees may feel wary of sharing their honest opinions about how, where, and when they want to work,” said Cambon.

There is also disagreement on whether executives take the perspective of employees into consideration when making decisions. While 75% of executives believe they listen to those they manage, only 47% of employees feel the same.

A fifth gap focuses on what the survey says is a “clear disconnect” between how executives hear one thing and employees hear another. For instance, 71% of executives agree with leadership in wishing for work conditions to return to pre-pandemic models, compared to just 50% of employees with the same impression. Finally, the sixth gap addresses the concept of shared purpose. The Gartner research reveals that while 77% of executives believe they are a part of something important at their organization, that feeling is true for only 59% of employees.

Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

omnichannel customer engagement

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

CX for contact centers

CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

Related Articles

Employee recognition research

Recognition Is a Key Factor for Employee Engagement and Well-Being

Recent data collected by Workhuman and Gallup indicates that even with the demonstrated cost savings and value to company culture of implementing an employee recognition program, many companies are lagging in their focus on recognition, or are not…

Read More
Employee experience research studies

EX Research Released from Qualtrics, VMware, Quantum Workplace, and Others

Research data continues to confirm the growing need for companies to examine their current technology stacks and determine whether they will continue to support the current and future employee experience (EX) needs of their organizations….

Read More
Performance management

Betterworks Research Highlights the Need for Performance Management Focus

The technologies that support employee experience are wide-ranging and in various stages of adoption as companies sort out their strategies for attracting and retaining employees. Managing employees’ goals and performance is a factor that is…

Read More
Employee Experience products

New EX Products: Cezanne HR, WeSpire, Workhuman, and Others

From niche products to end-to-end technology solutions, the technologies supporting employee experience (EX) are many and varied. New product enhancements and announcements focus on pulse surveys, employee gifting, employee resource groups (ERG),…

Read More
More related articles