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Compass Health Network Raised Engagement 3% by Acting on Employee Insights

Compass Health Network is a nonprofit healthcare organization that provides a full continuum of behavioral health services and supports as well as primary and dental health services throughout Missouri.

Customer EX Impact Award

  • The Challenge:

    • Overcome employee hesitancy to participate in the annual survey due to confidentiality concerns and previous challenges in actioning feedback.

  • The Solution:

    • Partnered with Perceptyx to refine the annual survey process, resulting in a significant increase in participation due to assured confidentiality and the streamlined delivery of results.
    • Implemented targeted training for leaders to develop action plans based on survey results, enhancing leadership capabilities and enabling more effective responses to employee feedback.

  • The Impact:

    • Achieved a 21% increase in survey participation, signaling improved trust among employees.
    • Recorded improvements in employee engagement and satisfaction metrics, with engagement increasing from 85% to 88% and satisfaction from 95% to 96%.
    • Initiated a comprehensive analysis of the relationship between employee engagement and customer experience, aiming to establish a baseline for future improvements and further align employee satisfaction with organizational mission fulfillment.