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Large scale survey becomes ingrained high-performance tool
For over a decade, Gantz Wiley Research has worked with a diversified financial services company that ranks within the top forty private employers in the United States. This leading organization regularly receives awards as an exceptionally managed place to work. As one of America’s great companies, its vision is customer-centric—to provide all of its customers’ financial services needs.
Several years ago, this organization was formed as a merger of equals—both of whom had previously worked with Gantz Wiley Research. A brand new survey tool was needed both as a pulse check during the merge, and as an on-going tool focused on their passion for service. We created a survey based upon our High Performance Model, which measures the employee survey topics most related to downstream customer satisfaction and business performance. In other words, it measured the critical elements of a high-performance climate.
With over 150,000 employees serving more than 20 million customers, this was an effort that was launched with, and continues to receive, a high degree of organizational attention. In fact, the most recent survey was completed by 85% of all employees! Survey reporting is focused across three fundamentals of the abilities to serve customers (measured by a high performance index), engagement and commitment to the organization (retention risk index), and alignment and direction (managerial effectiveness index). With more than 3,500 unique reports delivered to managers throughout the organization, they were able to diagnose and address performance issues.
Beyond purely performance-centric efforts, this organization adheres intensely to valuing people and diversity. Gantz Wiley Research conducted a special research project linking survey results directly to leadership turnover. We identified a core set of issues most related to quitting, and successfully pinpointing the company’s greatest risk for talent loss.
Follow-up actions to the overall survey program are highly tailored and varied across the more than 80 businesses in which this company operates. One group, for example, formed a “cornerstone” committee to ensure employees across the country stay connected. Events include a career week, a customer appreciation week, and diversity days. Another group implemented both higher and lower level leadership development programs to build a stronger foundation for leadership and management roles as well as engage and develop valuable talent.
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Our clients
Gantz Wiley Research has worked with leading organizations across the globe. View our select client list.
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