Customer EX Impact Award
Cengage Group’s Commitment to Employee Listening Helped Reduce Voluntary Turnover by 3% between 2019 and 2023
Cengage Group is a global education technology company based in Boston, Massachusetts.
Customer EX Impact Award
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The Challenge:
- Adapt to remote work, address DEI concerns, and maintain employee well-being during challenging times.
- Transition from a biennial engagement survey to a more nuanced approach to understand employee sentiment.
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The Solution:
- Introduced a series of pulse surveys tailored to the unique challenges of the pandemic, societal issues, and company priorities.
- Launched DEI-focused listening sessions to provide a platform for broader support and discussion.
- Transitioned to a listening-first organization with a focus on delivering on the Employee Value Proposition (EVP).
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The Impact:
- Achieved lowest voluntary turnover rate of 8.4% in 2023, down from 11.5% in 2019.
- Noted a +4 point increase in employee engagement since pre-pandemic.
- 75% of hybrid workers reported a positive return-to-office experience.
- 61% of exiting employees would recommend Cengage Group as a great place to work.