Unlocking the VALUE of employee listening in a complex environment
Client Overview
Our client is a prominent Train Operating Network with a diverse range of job roles, including Head Office and Support staff, Engineers, and Train staff (drivers and conductors). The varied workforce and work environments pose unique listening and employee engagement challenges.
We began partnering with our client, conducting a comprehensive, company-wide engagement survey, followed by two pulse surveys to monitor the progress of action plans. We applied the full Feedback Works VALUE Method™ framework, using both our technical implementation and advisory expertise.
Challenges and Solutions
Challenge 1: Unfocused survey approach
Over time, the survey had expanded to include too many questions of too broad a range of topics, losing its core focus on employee engagement. In addition, leaders were overly focused on improving the engagement score, rather than on actions that would drive a better employee experience.
Vision
Whatever it is, the way you tell your story online can make all the difference.
Our Approach
We conducted a Vision workshop to align the survey program with the organisation’s strategic goals, stakeholder objectives and the HR team’s focus areas. Together, we identified key stakeholders, discussed their roles, and defined the specific feedback they needed and the challenges they faced with the survey process. Based on these insights, we established core objectives and KPIs to track meaningful progress beyond simply raising the engagement score.
We then crafted a vision statement to guide the program, allowing the team to set clear guardrails for their stakeholders around what would be included in their different survey initiatives going forward. Finally, we developed a prioritised roadmap of feedback programs needed to achieve the objectives and meet stakeholder needs effectively.
Challenge 2: Creating a concise and relevant survey for all employee groups
Due to logistical constraints, particularly for train staff, the organisation needed a concise survey that would resonate across the organisation and lead to tangible action and outcomes.
Architect
Whatever it is, the way you tell your story online can make all the difference.
Our Approach
Through a Questionnaire design workshop, we collaborated with the project team to design a targeted, 30-question survey addressing the priorities and concerns of all employee groups. This workshop included an Employee Representative Group made up of employees from different parts of the business, which was created to represent the views and challenges of different employees. The survey aligned with strategic goals, providing a tailored experience for each employee segment.
Challenge 3: Increasing survey response rates
The client had historically struggled with low survey engagement. To gain meaningful insights, we needed a higher participation rate. Through strategic efforts, we boosted the response rate for the full engagement survey, maintaining this level in follow-up pulse surveys.
Listen
Whatever it is, the way you tell your story online can make all the difference.
Our Approach
Employee Representative Group: We again leveraged the group of representative employees from across the organisation. This group communicated project updates, key dates, and encouraged participation, fostering a sense of ownership and advocacy.
Diverse Survey Distribution Channels: Employees accessed the survey via multiple channels, including personalised emails, QR codes on workplace posters, and URLs on payslips and internal platforms. Employees using QR codes or generic links were asked to log in with their unique payroll number for secure access, and to ensure the accuracy of demographic data.
Challenge 4: Building trust in the survey process through action
Past surveys had seen limited follow-up, leading to employee scepticism. There was a need to rebuild confidence through a visible commitment to improvement.
Understand
Whatever it is, the way you tell your story online can make all the difference.
Our Approach
Executive Engagement and Action Commitment: After reviewing survey results with the Executive team, they committed to addressing three key areas identified by employees.
These actions were communicated to employees, accompanied by detailed plans and regular progress updates to promote transparency and accountability.
Challenge 5: Equipping managers for effective action planning
To ensure survey results led to actionable insights, we enabled managers to access and interpret data effectively.
Evolve
Whatever it is, the way you tell your story online can make all the difference.
Our Approach
Results Rollout and Manager Training: Managers received training on the results dashboard and best practices for action planning. For the first year, data was rolled out to Directorate, Function, and Area-level managers, with plans to expand further as new processes take hold.
OUTCOMES & IMPACT
Whatever it is, the way you tell your story online can make all the difference.
Through this partnership, we were proud to help the Train Operating Network achieve:
An Improved Response Rate: Participation rose from 34% to 49% in the first year, which was maintained in subsequent pulse surveys.
A Focused and Aligned Engagement Strategy: The tailored survey design gathered insights relevant to each employee group, reflecting their distinct needs and experiences.
Enhanced Action Accountability: With Executive commitment and ongoing updates, employees have witnessed visible progress in key areas of concern, increasing their confidence in the engagement process.
Increased Management Capability: Managers were equipped to act on insights effectively, translating feedback into meaningful changes at the local level.
This case demonstrates how tailored engagement strategies can improve response rates, foster trust, and drive meaningful action, even in complex organisational environments.
