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The benefits of remote work have been well cataloged by now, but some leaders are still grappling with tracking productivity, keeping teams connected and maintaining company culture. Experts say for those facing similar challenges, it’s time to set clear expectations and identify the metrics that truly matter.
Success Starts Here
Data from Gallup shows 27% of employees worldwide currently work remotely and 54% are hybrid.
Though many of us are used to this style of work by now, it nevertheless represents a significant shift from how we worked just a few years ago. Which has prompted the question: How can leaders ensure that employees are productive during the workday? said Dana Sumpter, associate professor of organization theory and management at Pepperdine University’s Graziadio Business School.
Sumpter said it starts with communicating clearly to employees what’s expected of them and how they’ll be evaluated. “Make sure there's a conversation, mutual agreements on the goals and deliverables, how they'll be evaluated, and that there's some kind of touch points or check-ins.”
Related Article: Perplexed About Productivity? You’re Not Alone
4 Metrics to Track in the Remote Workplace
Success can be measured in many ways, and as always, the most effective metrics vary by company and individual roles.
But generally speaking, there are four areas leaders should keep an eye on to ensure the success of their remote or hybrid workplace:
1. Productivity
Studies pertaining to the impact of remote work on productivity have been inconclusive, at best. Some have shown employees are more productive working remotely, while others suggest they may be less productive.
In a 2023 Slingshot survey, 72% of workers said their productivity depended on the metrics and data used to track their performance and progress.
That’s why it’s crucial to establish clear, role-based goals for employee accomplishments, said Amy Casciotti, vice president of HR at TechSmith. That might include tracking the number of calls a customer service rep responds to, the quality of a report they produced, a person’s absenteeism rate or their participation in meetings.
Having the ability to measure how much time employees spend using different systems, like email, video conferencing or other software, enables company leaders to keep tabs on the work that’s being done. It also identifies employees who need extra assistance, said Cody Rogers, chief product officer at Hubstaff.
Data is crucial, but it’s just one piece of the puzzle, Casciotti said. “With metrics, they’re a data point to tell you where to look further,” such as meeting with an employee if data suggests they’re missing the mark.
Ultimately, it’s up to managers to create an environment that enables productivity, she added. According to the Slingshot survey, employees feel most productive when they have all the data they need to complete a task, have the ability to work with no interruptions and can work independently. It’s up to leaders to set the stage for success in that department.
Related Article: Measuring Productivity in the Digital Age: New Metrics for a New Era
2. Engagement and Collaboration
Since digital workplaces lack “those happenstance hallway conversations,” Sumpter said, managers should schedule structured check-ins to answer employee questions, celebrate their successes, discuss projects and address problems — though, she emphasized, it’s also important to not overburden employees with meetings.
Employees often prefer asynchronous communication and collaboration, such as pre-recorded video messages, shared documents, instant messaging and virtual whiteboards, said Kate Lister, president of Global Workplace Analytics. “Using some of these asynchronous tools cuts down on the noise.”
About half of employees surveyed by TechSmith for the 2024 Workplace Flexibility Trends Report said asynchronous communication methods could replace at least a quarter of their meetings.
Metrics and requirements for attending meetings, checking in and using communications tools, like Slack or video conferencing, help measure “the amount of time that’s spent collaborating or communicating,” Rogers said.
“It’s just ensuring that communication is happening when we expect it to,” Casciotti added. “Then, you can start diving more into the data if you’re seeing something that doesn’t look right.”
Related Article: A Step-by-Step Guide to Asynchronous Collaboration
3. Cybersecurity
Remote work can pose a greater security risk than in-office work, from unsecured connections and improper device management to phishing scams, lack of cybersecurity awareness and poor monitoring, according to Cyber Magazine.
It’s crucial to set security-related metrics and key performance indicators, and monitor compliance, Rogers said. This might include testing the strength of secure networks and whether employees are following security protocols, such as using VPNs and other required technology.
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Company leaders should also hold routine training (and refreshers) on privacy and security, including protecting sensitive client data, Casciotti said. “People don’t know what they don’t know, so it’s making sure they’re conscious and making good choices.”
4. Trust and Satisfaction
Remote workers report higher job satisfaction and work-life balance, research shows. And maintaining trust with employees is crucial for keeping them satisfied, Lister said.
The most effective way to do that is to set clear expectations and be transparent about what performance metrics you’re tracking.
“In organizations where there's trust, employees feel that whatever you're initiating, you're doing for them,” she said. “If there isn't trust, employees assume you're taking something away from them, you're doing something to them.”
It’s also important for managers to regularly survey employees about their experiences at work, she added. Then, share the results with everyone and address any problems that are identified.
While managers want to track performance and employees likely expect to be evaluated, too much surveillance could diminish trust. For example, 56% of employees said they feel stress and anxiety about their employer monitoring their communications, according to a 2023 ExpressVPN report.
To build trust and minimize angst, organizations should explain what they’re tracking, why and how they’ll use the data being collected, and apply monitoring policies equitably, Casciotti said.
The bottom line: You don’t want employees to worry more about being tracked or hitting certain metrics than doing their job and doing it well, Sumpter said. This can lower productivity, performance and satisfaction — and increase turnover.
“Transparency is so important because that’s a respectful way to run a workplace,” she said. “Managers, trust your folks to get your work done. If you can't do that, you may have the wrong folks in those jobs.”
