Proven Results: Delivering Effective Employee and Customer Satisfaction Surveys to Organizations Worldwide
We have a proven track record of managing large-scale global survey projects, surveying more than 10 million employees annually. Our employee surveys and customer satisfaction surveys are delivered to global organizations worldwide in multiple languages and multiple formats. Below are two examples of organizations that have partnered with us to improve overall business performance:
Global 100 Banking and Financial Services Company Employee Survey Case Study
When one of the largest banking and financial organizations worldwide sought to administer its first comprehensive global employee engagement survey, the company partnered with us to administer the survey to more than 330,000 employees in more than 83 countries and 23 survey versions across the globe. We designed the organization’s first global survey initiative, administering more than 275,000 web surveys in 25 languages and 55,000 paper surveys in 11 languages.
After the survey administration was complete, our team of survey consultants and client service professionals delivered more than 14,000 survey reports, and gave 20 global executive presentations and 20 survey champion training sessions. With unparalleled support and guidance, the organization was able to act on the unique drivers of employee engagement for its culture to support sustainable behavior change in the organization, while driving business outcomes.
Larger Retailer Customer Satisfaction Survey Case Study
A privately held food retailer with more than 200 supermarkets and nearly $5 billion in sales turned to us to help evaluate its level of customer service. The retailer wanted to determine if its service guarantees were being met from a customer perspective. Partnering with the customer, we developed an extensive customer satisfaction measurement program to all corporate and independent stores, developing a statistically valid, streamlined system based on the client’s core service guarantees.
The feedback survey program provided company and store-level reports to the retailer quarterly, helping measure customer satisfaction levels. Our two-page scorecard reports included overall client satisfaction scores, scores for each individual grocery department and regional and overall store ranking data.
The customer satisfaction survey has been used to provide insight into manager performance reviews and evaluate the effectiveness of training programs and other strategic initiatives. In just one year, the retailer has experienced dramatic results, including a five point increase in its customer satisfaction index for the company overall, an 11point increase for the bottom 10 stores, and between two and eight point increases for individual department stores. These results have been statistically linked to higher customer loyalty and improved business results for the retailer.