Research analyzes ‘Moments That Matter’ during onboarding
The onboarding phase: a key determinant of engagement and success
For many newcomers, the onboarding phase is crucial in shaping how engaged and successful they feel within an organization. But what does a successful onboarding process look like? Heleen Mes from HXWork posed this question to researchers Sanne Fijneman-Ghielen and Keri Pekaar from Tilburg University. They mapped out the most impactful moments for a strong start.
In a study of nearly 300 newcomers in organizations across the Netherlands and Belgium, Tilburg University, in collaboration with CX-EX consultancy firm Altuïtion, examined critical moments during onboarding. The researchers explored how these moments influenced newcomers’ expectations, emotions, and work outcomes. Over 500 impactful moments were described by newcomers, of which 66% met their expectations. “Additionally, expectations were even exceeded for 55% of the described events,” says researcher Sanne Fijneman-Ghielen.
The importance of employer branding
The study revealed that an organization’s reputation and image—both as a consumer brand and an employer brand—already influence potential employees’ expectations before they even start. Organizations with an attractive and positive image tend to welcome highly engaged newcomers. Investing in a strong employer brand and providing a positive candidate experience, therefore, lays the foundation for a successful start.
“The candidate experience plays a crucial role in shaping newcomers’ expectations and engagement during the first 100 days,” Fijneman-Ghielen adds. These initial impressions form the basis for a long-term, successful employee experience.
Emotions as an essential factor
Emotions play a fundamental role in the experiences of newcomers. “They are the smallest building blocks that shape the employee experience,” says researcher Keri Pekaar. Positive emotions, such as satisfaction and happiness, are fostered by challenging work and sufficient resources. On the other hand, negative emotions, such as stress and frustration, can lower expectations and increase turnover intentions. By creating a work environment that promotes positive emotions while minimizing negative ones, organizations can improve work outcomes and enhance newcomers’ satisfaction.
Social support and recognition
The study highlights the crucial role of social support, particularly from colleagues, during the early stages of employment. New employees feel more engaged when they experience appreciation for their contributions. Colleagues and team members play a key role in this. Organizations can strengthen this support by providing direct colleagues with the time and resources to guide and assist new employees. Regular feedback and recognition further enhance newcomers’ sense of value and confidence.
The most impactful moments during onboarding
The research also analyzed the ‘moments that matter’—the most impactful experiences for newcomers during onboarding. “It is important to identify these moments,” Fijneman-Ghielen explains. “The study shows that a single impactful moment can determine up to 20% of a new employee’s weekly engagement.” These moments can be both positive and negative and significantly influence how newcomers perceive their workplace.
Frequent feedback, check-ins, and opportunities for questions help newcomers feel valued and understood. This boosts their confidence and fosters a supportive work environment. In contrast, insufficient feedback and poor communication—especially from managers—can create uncertainty. New employees often feel vulnerable in their first weeks, and a lack of guidance can make them doubt their performance and role within the organization.
Meaningful tasks, such as helping colleagues or solving problems, enhance newcomers’ sense of fulfillment and motivation, reinforcing their sense of purpose. Conversely, assigning meaningless or insignificant work can be discouraging. New employees seek meaningful tasks early on that demonstrate their contributions matter.
Challenges, such as leading meetings, provide newcomers with growth opportunities, boosting their confidence and sense of progress. Lack of growth opportunities or challenging tasks can lead to boredom and stagnation. “Making a newcomer ‘shadow’ colleagues for a week or even multiple weeks can be detrimental to their employee experience,” warns Pekaar. New employees want to develop and need challenges to prove their value within the organization. However, excessive workload or unclear roles and assignments can have a strongly negative impact.
Both formal and informal interactions with colleagues are essential for newcomers. Collaborative projects, meetings, social events, and learning each other’s communication styles help foster quick integration. Building meaningful connections in the workplace strengthens their sense of belonging and contributes to a positive work environment.
Feeling that their work adds value to the company boosts newcomers’ confidence, appreciation, and motivation. Seeing the impact of their contributions makes them feel like an integral part of the organization’s success. This, in turn, encourages them to take on responsibilities with confidence and pride in being part of an environment that values and recognizes their input.
The impact on the employee experience of new hires
This research from Tilburg University underscores the importance of emotions and expectations in shaping the employee experience for new hires. “Together, emotions and expectations predict 50% of newcomers’ weekly engagement and 35% of their likelihood to consider leaving the organization,” says Pekaar. These valuable insights represent the first step in a larger research project on the employee experience of new employees.
