What we can learn from employee feedback on Glassdoor! Case of Roche! One Review at a time!

When you treat Employer branding like compliance matter and auditor's observations!

Roche owns its Glassdoor page -https://www.glassdoor.co.in/Reviews/Roche-Reviews-E3480.htm

Rating of 4 and 100% approval for the CEO are two commendable achievements for Roche! Must be applauded! 

And what a lovely and responsible gesture it shows by responding to the reviews there! There is much feedback from India based staff and largely they are in their GCCs here.

Roche India GCCs drew my attention, which has set up its Global Analytics and Technology Center of Excellence (GATE) in Chennai and Hyderabad, besides they have other pharma products they offer in Indian markets.

While reading some of the responses that has been written by Roche, I was taken a back, when I found lots of weirdness.

To list a few:

1. Response has been written by Roche (See picture for Roche Response). This is as anonymous as the reviews are. At least employees are better than you Roche as they say, their title, location, stint and relationship status with Roche. Ideally response shall be coming the same way (at least) with title, location, etc. Why not CEO or CHRO or Chief of Staff responding to it? Or the Head of Employer Branding or now a days, The Chief Diversity Office for better grab?

2. This ex-Employee worked for 3 years and was a manager and the response is telling him/her what development and growth opportunities Roche provides. Either you are too late or writing response for readers an not the reviewer.

3. Reviewer has given a 5-star rating and has given all green lights to referring a friend, CEO's approval and positive belief on Roche's business outlook, but reviewer seems blinkered and ignored acknowledging any of these positives. Even his Pros appreciates Culture and Products...but robotic respondent ignores all that..

Remember, this otherwise Promotor of your NPS would turn Passive or Detractor after reading your response dear respondent (Oh, Dear Roche)

4. Now, let's see Cons: "Limited opportunity to get promoted"!

This is what prompted the respondent to in fact-educate the 3 years tenured manager and ex-employee, how Roche helps staff grow and managers have a role, teamwork matters, et al.

Well, dear respondent, why did you take this feedback as a complaint and tried defending it. It maybe not about him but as general feedback on promotion policies. Now, even if you understood that he may be unhappy with the lack of promotion opportunities, why did you mix it with the professional development. They are two very different things!

Think again, without feeling and writing word "sorry", could you respond to the review?

I am not doing any finger pointing on Roche or the team and leaders responsible for their Glassdoor page activity but feel bad when I see that many sensitive and sensible feedback have been not responded at all. Some have been responded very well and many as robotic and defensive and deflective as it could be.

Love you Roche, you can be much better here at your Glassdoor page too!