The sudden wholesale shift to remote work brought on by the COVID-19 pandemic required accounting firms to significantly upgrade the manner and frequency with which they communicate with staff — and for some, like KPMG US, this sudden change in staff communication didn't reflect a flash in the pan, but rather the start of a feedback overhaul.
Paul Knopp, the chairman and CEO of the Big Four firm, explained how the COVID-19 pandemic has started a reinvigorated, hands-on approach to employee feedback at KPMG.
"Since the start of the pandemic, KPMG has employed a continuous listening approach to better understand the challenges our people are facing and the support they need," Knopp told Accounting Today. "We use regular experience surveys and other feedback channels to stay connected with our people."
"Through these touch points, we learned that our people were experiencing burnout from the challenges of integrating work, family and all the unexpected pressures of these last two years," he continued. "This showed us the critical importance of continuing to offer flexibility and led to the benefits enhancements and new ways of working."
Knopp says the firm utilizes a "continuous listening approach" and that employee feedback during the pandemic resulted in numerous enhancements to existing benefits, including expanded paid leave for those with coronavirus-related issues, boosted parental and caregiver support programs, educational support for children, and well-being resources, among others. Additional mental health resources, like “camera-free Fridays” (to reduce the stress of constantly being on camera), “heads-down time” on Wednesday afternoons (uninterrupted time to get work done), and default calendar settings to encourage shorter meetings also followed.
In 2021, the firm pushed things further:
And according to Knopp, these moves have proved fruitful: "So far, the early reaction [among staff] has been very positive," he said. "We continue to survey our people on a regular basis as we want to be flexible to any changes or adjustments that need to be taken as we move forward."
It's this notion of flexibility towards staff members that's here to stay, according to Knopp. Though brought about by short-term circumstances, these changes in feedback and unique benefits will ultimately help long-term employee retention and attraction.
"Like most organizations, we are experiencing a very competitive labor market as people continue to face challenges and disruption caused by the pandemic and may be more open to considering new opportunities," Knopp said. "Being nimbler and more responsive in terms of our compensation, benefits and ability to meet employee needs in this market are essential. Additionally, these enhancements are foundational to our culture of empathy, care and inclusion. They are intended to further foster an environment that helps our people grow and thrive, at work and at home."
"Flexibility is the focal factor in the future of work equation. It’s critical for firms to be open to adapt and make adjustments as the world becomes more complicated," he added. "Additionally, supporting employees and attracting new talent is always important, and even more in challenging times like these. Compensation and benefits are key to that formula. How companies think about return-to-office is another. Culture and [diversity, equity & inclusion] remain foundational. Another area that will be critical in the hybrid work environment is ensuring we create meaning and connection to make each employee feel part of something bigger."
