Case Studies - Beyond Feedback

Representative examples of our clients' success:

Organization

Government agency with over 12,000 employees

Program

Internal Satisfaction
Conducted quarterly
Online reporting dashboard
Quarterly facilitated action planning

Results

73% improvement in internal satisfaction score since we became the vendor partner

Online retailer with 400 employees

Employee engagement
Conducted twice per year
Online reporting dashboard
Key topics for employee focus group discussions

World-class scores in engagement
4% increase in engagement
2-time winner of Malcolm Baldrige National Quality Award

Regional bank with over 1,200 employees

Employee exit interviews
Conducted online and on phone
Online reporting dashboard
Quarterly results & recommendations

11% reduction in total turnover since we became vendor partner
21% reduction in turnover among tellers since we became vendor partner
Earned Best Places to Work status

Telecommunications company with over 10,000 employees

Employee engagement
Conducted twice per year
Online reporting dashboard for HR
Individual team dashboards for over 1,000 managers
Action planning framework for managers

5% increase in engagement since we became the vendor partner
3% increase in manager effectiveness since we became vendor partner

Industrial products manufacturer with over $725M in revenue

Customer satisfaction & loyalty
Conducted annually
Action alerts
Online reporting dashboard
Results & recommendations
Facilitated action planning

10% increase in customer loyalty
8% increase in revenue growth
50% decline in customer problems
Over 20 account-specific alerts identified and acted on

Healthcare product manufacturer with over $700M in annual revenue

Post-call center experience
Quarterly customer loyalty
Post clinical interaction satisfaction
Post CME course satisfaction
Action alerts
Online reporting dashboard
Quarterly action planning
Quarterly sales team reports

16 consecutive quarters of call center satisfaction above 97%
9% increase in customer loyalty
12% increase in revenue growth
Over 50 account-specific alerts identified and acted on