How Four Winds Interactive Increased Employee Engagement 10-fold by Taking Immediate Action on eNPS Feedback
By Christie Carlson, Senior Account Manager, Alchemer
The Competitive Advantage of Engaged Employees
More and more companies are recognizing the human and business benefits of prioritizing employee engagement. And at the forefront of this trend is Four Winds Interactive (FWI). They are infusing engagement into their company DNA and, together with Alchemer, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).
Employee engagement is more important than ever before. To attract and retain top talent, companies must keep employees engaged or lose a vital competitive edge. According to a report from The Engagement Institute, disengaged employees cost U.S. organizations up to $550 billion in lost productivity each year.
On the flip side, engaged workers are not only happier but have a direct impact on customer experience and the bottom line. A Gallup survey reported that highly engaged teams deliver a “10% increase in customer ratings and a 20% increase in sales.”
Supporting an Innovative, People-first Culture
As a leading software provider for enterprise-grade digital signage networks, FWI is transforming the way organizations communicate with their customers and their people. Today FWI supports more than 6,000 clients, powering millions of screens around the world. They are known for working with organizations in every major industry, helping them reach their target audiences with the right message at the right time.
Leaders at FWI attribute much of the company’s success to its people. As Chief People Officer, Courtney Graham wrote in a recent article, “The brilliance of a company happens when an innovative product collides with talented and happy people.”
That’s why, two years ago, Graham and the entire FWI team embarked on a mission to create and nurture a more intentional, people-first culture – with employee engagement as a core pillar to their innovative people strategy.
The first step was to tap into the pulse of the company – and this meant collecting better data. That’s when FWI turned to Alchemer to design and implement a quarterly eNPS survey. Their Director or Organizational Development, Tor Stenbakken, explained, “With Alchemer, we can survey our entire employee base, then segment the data so we can take immediate action on that feedback.”
Sent out to all employees, the survey asks respondents if they would recommend FWI as a great place to work. It also includes follow-up questions to provide further detail. Once the data is collected, Alchemer’s flexibility and reporting capabilities enable FWI to drill down to the department level, using both scores and commentary to uncover valuable insights and trends.
This information delivered transformative results. Using the data collected, Stenbakken and his team work closely with individual teams to create action plans to increase both engagement and productivity. Data from these surveys informs the entire FWI employee experience, including everything from benefits to development to diversity and inclusion initiatives. According to Stenbakken, “We saw a 10x increase in our eNPS, putting us well above the national average for employee engagement.”
Feedback Fuels Company-wide Decision-making
Feedback is a central component of decision-making at FWI. In addition to employee feedback, the company integrates data from Alchemer into decision-making across the entire company. From supporting the design and implementation of orientations, corporate events, and marketing programs, the company continually finds new ways to employ Alchemer. As Stenbakken reports, “Thanks to Alchemer’s unique combination of simplicity, flexibility, and features, we continue to find new uses cases for the platform at FWI.”
Download a copy of the Four Winds Interactive case study here.