Engagement Assessment

Client Position

The client had grown organically by 600%; diversified its business service and, despite the wake of the global recession, had achieved a healthy revenue growth of 176% during a five-year period.

The directors’ objectives were to avoid complacency, further improve business performance and customer advocacy, and enhance their employer brand - to be an organisation where people would want to work. Through meetings and data gathering the most apposite solution was to measure the current level of engagement, to create a benchmark, from which to implement actions that would prompt the necessary activities, to achieve their objectives.

Collingwood Solution

Collingwood’s approach was to enable the client to achieve their objectives, through a bespoke, commercially-led solution that would provide the relevant support, through each phase of the process.

A number of interventions took place with the key stakeholders to gain a comprehensive understanding of the environment, long-term strategy, and business requirements. From the data made available and meetings with the key stakeholders, a comprehensive analysis was conducted which fed into the proposed strategy.

By listening to the client and gaining a thorough understanding of the business, a practical, process-driven programme was custom-designed to marry the needs of their objectives with the desired outcomes.

To ensure that the programme was successful, the delivery was managed through a phased approach:

Population: Examination of the required sample size and demographics, to increase the confidence interval of the final analysis.

CommunicationThe purpose was articulated to participants, to allow for questions to be asked, and to mitigate potential concerns. This was further confirmed in writing for clarity and transparency.

Administration: The approved survey was circulated to all participants, who were asked to respond within a given timescale - that took into consideration time off for annual leave or sickness. This was monitored with a further reminder sent out to improve the response rate.

Focus GroupsIn addition to the surveys, a number of focus groups were also held. The questions asked, helped to define meaning and experience, rather than solely drawing on statistical inferences from the surveys.

Analysis and Report: The quantitative data obtained from the survey questions, and the qualitative data obtained from the focus groups, provided for a valid and reliable analysis of the client’s level of employee engagement. Based on the analysis of the data, a report was produced with statistical trends and recommendations for improvement.

As an organisation that is continually seeking to add value through a trusted advisor partnership, a review of the employee engagement programme was essential. The feedback received ensures continuous professional development and high-quality service provision.

Client Outcomes

The recommended actions for improvement were implemented and monitored for progress and success. The activities implemented brought noticeable improvements over the following year, including:

  • increased understanding of the organisation’s vision and business strategy, generating an improved alignment of activities (28%),
  • increased customer referrals (36%)
  • increased repeat business (36%)
  • increased pride of the company brand (28%)
  • reduced absenteeism (31%)
  • improved customer efficiency (35%)