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Northwell Health’s Agile, Multi-channel Listening Strategy Reduced Waiting Time for Results and Gave Employees Time to Address Patient Needs

Northwell Health is a nonprofit integrated healthcare network that is New York State's largest healthcare provider and private employer, with more than 81,000 employees.

Customer EX Impact Award

  • The Challenge:

    • Enhance strategic engagement and action planning based on feedback across various stages of the employee lifecycle. Develop a strategic vision and approach for team member listening for ongoing maturity, growth and impact.
  • The Solution:

    • Transition from reactive to proactive, agile listening across multiple channels to capture comprehensive employee sentiment.
    • Reimagined the annual organization health survey to align more closely with organizational values and goals, focusing on leadership effectiveness and a comprehensive employee experience.
    • Utilized qualitative data analysis to enrich feedback interpretation and story-telling, enhancing decision-making and strategic direction.
  • The Impact:

    • Achieved a 74% response rate (54,000+ responses) across the entire organization in the latest annual survey.
    • Introduced a consulting service for off-cycle listening and action plan follow-ups, which received a perfect (100) NPS score from internal stakeholders.
    • Reduced time required for employee survey completion while also reducing turnaround time for sharing results.