Table of Contents

Why this is important.

Part of our sustainability mission means a tireless pursuit of customer satisfaction. In 2005, Aneel Bhusri and Dave Duffield started Workday with a clean sheet of paper and committed to putting customers at the heart of every business decision. They saw an opportunity for an emerging technology company that provides better customer service, exceptional data security, and unprecedented user engagement. These ideas shaped the company at its inception.

Today, as a leading provider of cloud applications for finance and HR with a customer list ranging from medium-sized businesses to Fortune 50 enterprises, we still deliver on our commitment to our customers every day.

Our priorities.

Workday has identified three key areas where we, as a company, commit to improving our customers’ lives through our products and services.

  • Deliver superior customer service. Workday sets an annual goal as a company to achieve at least 95 percent customer satisfaction.
  • Give our customers peace of mind that their data is secure. Workday implements robust security measures to protect customer data and a global data-protection program that focuses on compliance with privacy laws.
  • Make work, work better. Workday strives to continually set the future course of enterprise software so that our products reflect our customers’ needs, today and into the future.

Actions and results.

Deliver superior customer service.

We are committed to building long-lasting relationships with our customers in four key stages:

Deployment: Seventy percent of our customers are now live because of our carefully vetted partner ecosystem, deployment best practices, and our own deployment offering.

Education and Training: Our education services help customers efficiently adopt and make the best use of Workday.

Optimization: We provide the services customers need to increase the value of their investment.

Support: We are committed to quickly resolving customer issues with around-the-clock production support.

In 2016, Workday earned an industry-leading 97 percent customer satisfaction rating.

97%
customer satisfaction rate in 2016

How we measure customer satisfaction.

We send a survey directly to the executive sponsors at each of our customers. One of the questions we ask is, “What is your overall opinion of Workday: favorable/ unfavorable?” This question is the measure of customer satisfaction that we report annually.

This is just one of our mechanisms for collecting feedback throughout the year from executives as well as the employees who use and manage Workday at their companies every day. We rely on this feedback to identify opportunities to improve our products, services, and the overall experience we give our customers.

Give our customers peace of mind that their data is secure.

We implement robust technical and organizational security measures to protect customer data. Our global data protection program focuses on compliance with laws, as well as building trust around the access, use, disclosure, and transfer of customer data.

Data security is of paramount concern for companies and individuals. At Workday, we’ve built rigorous safeguards into every application and process, and we continually update them. Workday has established a comprehensive set of processes and controls to protect customer data, taking a holistic approach that embeds security and privacy into the design of our services.

We ensure that compliance, privacy, and security considerations are core to the overall Workday design. Technical safeguards extend from the physical security of our data centers to network- and application-level security controls. Organizational controls include policies, procedures, training, and awareness campaigns. Protecting customer data against security threats or data breaches is at the forefront of everything we do and is woven into the very fabric of the Workday culture.

Workday is proud to be a Corporate Member of the Cloud Security Alliance. This organization is dedicated to defining and raising awareness of best practices to help ensure a secure cloud-computing environment.

Organizational safeguards to protect customer data.

Chief Security Officer and Security team: Responsible for overseeing the security practices in place surrounding all aspects of Workday technology and operations.

Chief Privacy Officer and Privacy, Compliance, and Ethics team: Responsible for promoting a culture of integrity and ethical behavior. Helps Workday adhere to applicable privacy laws, regulations, and compliance requirements.

Security Council: Cross-functional senior-management representatives that meet regularly to discuss organizational activities and assess their potential impact on internal security controls.

Chief Trust Officer: Responsible for providing prospective and existing customers with a transparent view into the practices in place to protect customer data.

Workday privacy program.

Workday takes the data privacy of our customers, prospective customers, partners, and website visitors seriously. We do not disclose customer data to third parties for promotional purposes. We have experienced no unauthorized disclosures of customer data, nor any complaints from regulatory bodies.

Workday has been awarded TRUSTe’s Privacy Seal for our websites and our cloud-based enterprise applications. This seal signifies that the Workday privacy policies and practices have been reviewed by TRUSTe for compliance with its privacy-program requirements. These include transparency, accountability, and choice regarding the collection and use of personal information. We have also set up a dedicated email inbox (privacy@workday.com) to collect and respond to inquiries regarding our privacy policies and practices.

In addition, Workday complies with the applicable provisions of the U.S.-E.U. Privacy Shield framework and the U.S.-Swiss Safe Harbor framework. We were among the first organizations to certify to the Privacy Shield framework in August 2016. The Privacy Shield Framework was developed by the U.S. Department of Commerce in consultation with the European Commission in order to provide an approved mechanism for transferring data concerning EU citizens to the United States. You can verify Workday self-certification at the U.S. Department of Commerce website.

Audit reports and certifications.

Following an independent third-party audit, Workday issues a Service Organization Control 1 (SOC 1) Type II report every 6 months. This report is issued in accordance with the SSAE16 and ISAE3402 standards.

Annually, Workday issues a SOC 2 report. Our SOC 2 includes all 5 of the possible Trust Services Principles and Criteria—Security, Availability, Processing Integrity, Confidentiality, and Privacy.

99.9%
uptime in the last two years

In addition to the SOC 2, Workday issues a SOC 3 report, which is a general-use report that covers the principles included in the Workday SOC 2 report. View the most recent Workday SOC 3 report.

Workday certifies to the ISO 27001 standard, an internationally recognized information security framework for implementing a formal information security management system based on the Plan-Do-Check-Act methodology. In 2015, Workday achieved certification to the new ISO 27001:2013 standard, which provides enhanced personal data protection controls for cloud service providers. In addition, Workday achieved ISO 27018 certification, demonstrating that Workday has implemented measures to protect personally identifiable information in accordance with the privacy principles for a public cloud computing environment.

Make work, work better.

Workday serves individuals who are responsible for leading their organizations to a better future. We believe our role is to empower these people to lead with certainty and confidence.

Actions.

To ensure our customers can pursue their vision without compromise, we design our suite of applications to give people the visibility to make decisions based on data, not guesswork. To execute shifts in organizational structures seamlessly and adapt to complex regulatory changes with ease. And to provide them with the technology necessary for long-term success.

We strive to develop products that help workers accomplish their tasks more efficiently. Managers to get to know their employees better so they can foster their growth. And finance leaders to report their financial results with confidence.

We collaborate with our customers to ensure their needs drive our innovation. We see this as critical to the success of our business and to delivering on our commitment to the success of our customers—which goes back to why we were founded in the first place.

The Workday Community of customers post, comment, and vote on ideas.

We include our customers directly in the process of developing new products so that we are designing and refining with our end users’ needs at the forefront.

544
brainstorm ideas delivered in 2016

As an example, 26 new Workday features were created with the help of Netflix.

With all customers on the latest version of our software, every enhancement, fix, and innovation we create benefits all equally—whether it is a company of 300,000 employees or 1,000. This is a model of shared success that only our unique technology platform allows.

“Partnering with Workday is a breath of fresh air. Workday is one of the few organizations I’ve worked with that actually listens and seeks out our opinion. It is just so rewarding to be able to influence, prioritize, and provide real-time feedback on the product. Having that open dialogue today is so important.”
Matthew McElrath
CHRO, USC
2015 Area for Improvement

What about the other 3 percent? Though we have met or exceeded our customer-satisfaction goal for the past seven years, our work is never done. We can always do more to delight our customers. Here are some of the areas where we will continue to invest:

  • Better preparation for prospects as they transition to become customers
  • Improving our methods and tools to make initial deployment and ongoing adoption of Workday faster, more efficient, and simpler
  • Additional education and enablement services that improve the ability of customers to be self-sufficient
  • Improvement of the ownership experience across all customer touchpoints
2017 Area for Improvement Update

To improve the ongoing adoption of Workday and better enable self-sufficiency among our customers, we have taken the following steps:

Introduced Workday Pro—Workday Pro is a customer-focused accreditation program targeted at customers who want to actively engage and work side by side with Workday and our partners on a path to develop a similar level of knowledge and expertise. We’re currently at almost 200 accredited Workday Pro customers, with another 400 in progress.

Additional courses—We’ve added new courses across a variety of both in-person and on-demand training types, bringing the total to more than 600 titles, and we now offer over 40 Learn Independent courses. This learning experience combines videos, interactive exercises, quizzes, and tests into a comprehensive, online learning curriculum that students can complete at their own pace. Students also experience hands-on activities in a Workday tenant, making any place in the world their classroom.

A new deployment organization—We have created a development organization focused solely on deployment tooling, making it easier and more efficient for Workday, our partner ecosystem, and customers to deploy and optimize their Workday systems.

Stories.

Workday and TomTom.

In this video, TomTom’s SVP of HR, Arne-Christian van der Tang, and the company’s VP of Human Resources—Rewards & HR Operations, Mairead MacLure, discuss the partnership between TomTom and Workday.

TomTom, the Netherlands-based leader in navigation and mapping products, is a truly entrepreneurial company with a culture known for taking risks and recognizing and seizing opportunities in the market. With a global workforce of 5,000 employees spread across 37 different countries around the world, it lives and breathes innovation.

To enable its long-term success, TomTom realized the critical need to provide leadership with reliable data, analysis, and understanding of the data to make smart business decisions. It selected Workday for a myriad of reasons, but van der Tang says it best, “We recognize ourselves in Workday’s culture, DNA, and drive for innovation. We’re not just buying the current solution. We’re actually buying future solutions and the innovation.”

TomTom trusts that moving forward, Workday will continue to innovate and has confidence in the partnership. “It’s my job as HR leader for TomTom to be thinking ahead, to make sure that we’re not only future-proof, but we start leading the way,” says van der Tang.

Workday Student Design Partner Program.

In this video, Workday Student Design Partners share how the Workday Design Partner Program took their needs and real-time ideas to heart as the product was being built from the ground up.

Higher education is in the midst of unprecedented change, with new technology transforming the traditional classroom in exciting ways. To keep up in the dynamic industry, the Workday Student Design Partner Program is designed to foster collaboration with customers and partners to help shape the future of higher education.

“We really have to think deeply about the direction of higher education—how do we create a product that’s responsive for the entirety of the ecosystem that we’re a part of,” says John Barden, CTO of University of Rochester. Nine colleges and universities both public and private, traditional and nontraditional, land-based and online, come together in this program with the resolve to build a better student system to benefit all.