ITW Harnessed the Power of Employee Listening to Engage Its People and Enhance Its Standing in the Communities Where It Operates

Customer EX Impact Award

• The Challenge:

  • Engage a global workforce to maintain ITW’s culture of innovation and respect.
  • Identify and address specific areas for improvement to boost engagement and the external reputation of the organization in the communities where it operates.

• The Solution:

  • Conducted comprehensive engagement surveys across multiple divisions and countries, focusing on direct feedback and benchmarking to inform continuous improvement initiatives.
  • Implemented targeted actions, including focus groups, wellness programs, community involvement, and diversity & inclusion measures, based on survey insights.

• The Impact:

  • Significant improvement in engagement scores, with one location achieving a 35-point increase, as well as increased overall survey participation.
  • Boosted community reputation, evidenced by a notable increase in positive perceptions — from 15% to 51% favorable in one division — through strategic community engagement efforts such as partnering with community colleges to offer technical training, factory open houses, and sponsorship of youth sports teams.
  • Established a baseline for diversity and inclusion strategies in the global business segment, leveraging multilingual survey capabilities for inclusive feedback gathering.