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’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.
Communication: The 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 Groups: In 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.
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%)