Moments that matter: What they are and why they should be measured

If there’s one thing we know about employee engagement, it’s that it isn’t static. 

Employee engagement changes over time and is influenced by a great many factors. Simply because an employee is engaged on their first day, that doesn’t mean they’ll hold that same energy for the rest of their time at your company. Their attitudes, insights and outlook will vary throughout their journey at your company. As they reach different stages of the employee lifecycle, it’s important to check in with your employees. Certain touchpoints matter — and they should be observed and measured.

These touchpoints, often referred to as “moments that matter” shape how employees perceive their workplace, how connected they feel and how likely they are to remain with you for the long haul. But despite their importance, many organisations overlook these moments or fail to measure them at all. 

In this post, let’s take the time to understand moments that matter and why they, in fact, matter. We’ll look into their importance, explore certain examples and discuss why measuring employee engagement at these points can help businesses to improve the employee experience at their company.

Related: 7 Steps to create a winning employee experience strategy

What are moments that matter?

Moments that matter are specific points in an employee’s journey that leave a lasting impression, ultimately influencing their engagement and perception of their workplace. These moments can range from more formal interactions like recruitment, onboarding and performance reviews, to more personal experiences such as support during big life events.

Employee engagement is directly influenced by the quality of an employee’s experience during these key touchpoints. They either strengthen or weaken the relationship between the individual and their company.

These moments are often emotionally charged, which is why they carry so much weight. For example, how an employee feels during their first week at a new company or after receiving feedback during a performance review can really set the tone for the rest of their time at your organisation. These moments influence not only how employees view their role, but also how connected they feel to the company’s mission, values and future.

10 Examples of moments that matter

Here are ten examples of moments that matter within an employee’s lifecycle. Some are more obvious, while others may be subtler but equally impactful. 

1. Recruitment and hiring: The first interaction a potential employee has with a company sets the tone going forward. A smooth, professional and streamlined recruitment and hiring process can start the relationship on the right foot, while a poor experience may frustrate employees from the get go.
2. Onboarding: You need to get onboarding right if you want to keep your employees around. According to the SHRM, employees who had a structured onboarding process were 58% more likely to remain with the organisation for three years or more.
3. Learning and development opportunities: Employees value organisations that invest in their professional growth. Offering training, development programmes and mentorship can really boost engagement and loyalty. Our cross-sector benchmark data shows that currently, 68% of all employees are getting the training and development they need to do their jobs.
4. Performance reviews and feedback: Constructive and timely feedback is one of the most powerful tools for improving employee performance. A well-conducted performance review gives employees clarity on their progress and future career opportunities. Mishandling this moment, however, can lead to active disengagement or issues such as quiet quitting.
5. Work anniversaries and milestones: Celebrating significant milestones, such as a work anniversary or hitting a long-term goal, shows employees that their contributions are recognised and valued. Public recognition or rewards for these milestones can boost morale and create a sense of accomplishment.
6. Promotion or role change: Promotions or shifts in roles represent major moments that can redefine an employee’s relationship with the company. When handled well, promotions boost motivation and loyalty. When mishandled, they can result in confusion, frustration or decreased engagement.
7. Return from long-term leave: Whether after maternity or paternity leave, illness or personal leave, how an organisation supports an employee’s reintegration into the workplace can have a profound effect on their long-term relationship with the company. Empathy, flexibility and practical support are essential during this transition — this is when the emotional intelligence of a leader really comes into play.
8. Work-life balance support: Showing support for an employee’s work-life balance creates a culture of trust. Offering remote working options, flexible hours or mental health days can significantly improve employee wellbeing and retention.
9. Crisis management and support: How a company responds to crises, such as during personal emergencies or even global events, can solidify or damage the employee relationship. Providing clear communication, support and empathy during moments such as this strengthens loyalty and trust.
10. Exit process: The final moment that matters is how an organisation handles an employee’s departure. Whether through resignation or retirement, a respectful, well-managed exit process leaves the employee with a positive final impression, which can turn them into advocates for the company.

Why these moments matter

The reason moments that matter are so important is because they directly affect employee engagement and loyalty. Every touchpoint is an opportunity to either strengthen or damage the employee-employer relationship. If these moments are positive, employees are more likely to feel appreciated, motivated and connected to the company’s goals. On the other hand, if these moments are handled badly, or barely handled at all, they can lead to frustration, disengagement and, ultimately, attrition.

These moments are also important when it comes to shaping company culture. When employees consistently have positive experiences, it creates a culture of trust and appreciation. However, repeated negative experiences can lead to a toxic work environment, increased absenteeism and higher turnover rates.

Benefits of surveying through moments that matter

Given the importance and impact moments that matter have on employee engagement and the company as a whole, it makes sense to measure and track these moments. Surveying employees at key touch points throughout the employee lifecycle allows businesses to gather real-time feedback, identify potential issues and make data-driven decisions to improve the overall employee experience.

Carrying out employee surveys through moments that matter results in:

1. Data-driven insights: By measuring these moments, companies can gain valuable insights into what’s working and what needs improvement. This data can guide decision-making and help HR teams focus on the areas that have the greatest impact on engagement and retention.
2. Improved employee engagement: Surveys give employees a voice, showing them that their opinions matter. This, in itself, is a positive experience that can boost engagement. Regularly surveying at key moments can lead to continuous improvement in the employee experience.
3. Reduced turnover: By identifying negative experiences early on, companies can take action before employees decide to leave. Measuring moments such as onboarding, career progression, and feedback sessions can help prevent attrition and reduce recruitment costs.
4. Enhanced employee wellbeing: Regular feedback provides opportunities to address concerns and support employees in their personal and professional lives. When employees feel supported during important moments, their wellbeing improves, leading to higher morale and productivity.
5. Building a positive culture: Consistently gathering feedback from employees at pivotal moments helps create a culture of transparency and trust. When organisations act on this feedback, it strengthens the employer-employee relationship and contributes to a healthier, more positive workplace culture.

If you want your company to thrive, you need to listen to your employees at every stage of the employee journey. Our employee lifecycle surveys provide valuable insights and data, allowing you to cultivate and nurture a company culture your employees will never want to leave.