You can’t always believe what you hear around the water cooler. That’s what Chief Operating Officer Guy Berry of Redirect Health discovered after their first few rounds of employee engagement surveys with Engagement Multiplier.
Redirect Health has been committed to listening to people from the beginning, always looking for ways to improve the experience for both customers and their employees. So when the occasional reports of discontent came through, they took them very seriously. At times, too seriously.
That was one hurdle – understanding the true depth and breadth of sentiments felt throughout the company. But compounding that issue was Redirect Health’s fast growth.
As Guy says,
“We’ve always asked ‘what can we do to make your job better? To make working here better? As we got bigger, the challenge became trying to listen to so many voices. You’ve got 200 voices you’re trying to maintain, versus maybe 10 when the company first started back in 1997.”
Engagement Multiplier not only allows them to capture “a lot of different voices” and “look for themes through the comments, and really try to create actionable steps,” as Guy says, but also to put those comments into perspective.
“Sometimes, you get caught chasing things that don’t necessarily exist. Like you’ll hear, ‘Hey, the entire company is upset over A, B or C.’ And you’re thinking, ‘Oh man, should I create an entire plan or something to address this issue that everybody’s upset about?’
When we started using Engagement Multiplier, we found we weren’t just chasing our tails, because now if somebody mentions ‘Hey, I’m upset about X, Y, or Z,’ we can send them a direct message and ask about it – while keeping their identity anonymous so they feel safe responding honestly.”
And, as sometimes happens, if it’s just a few employees who voice concerns about something that no one else mentions, it doesn’t need to launch a full-scale response.
“Then we don’t need to invest time as leaders, chasing these things that sometimes don’t exist – or don’t exist at the scale we think they do from water cooler talk.”
The moral: If you hear “Everyone in the company feels this way!” – trust, but verify.
The insights don’t stop there. In fact, being able to see patterns in comments helps to identify the real issues that affect employee retention which, for Redirect Health, are often localized to specific departments or locations.
If leadership sees that one department scores lower in their employee satisfaction survey than the rest, and it’s clear that the company as a whole isn’t feeling the same way,
“Then that comment gives that department leader or group of employees a chance to reflect, and ask themselves if it’s just their department, what’s going on to make them feel less engaged versus the rest of the company?
That’s been a good tool to help us identify what issues aren’t company-wide. Then we can dive into specific departments or locations to see what’s going on with those teams.
We’ve definitely been able to see that teams where we’ve had the most turnover are usually the ones where we find the least engagement.”
In faster-growing companies, employee engagement surveys like Engagement Multiplier can validate or disprove what “everyone” is, or isn’t, saying. And more importantly, it can pinpoint problem areas that perhaps aren’t felt by “everyone,” but have a heavy impact on employee retention and the overall experience customers receive.
Thank you to Redirect Health for helping us surface these insights!