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PG&E Used Employee Listening to Boost “Joy at Work” by 12% and Engagement by 17% in a Single Year

Pacific Gas & Electric (PG&E), based in California, is a leading utility company providing natural gas and electricity to millions across the state.

Customer EX Impact Award

  • The Challenge:

    • Foster employee engagement and build a unified team culture following significant organizational changes.
    • Understand employee needs and priorities amid the complexities of operating as a major utility provider, which range from regulatory and safety requirements to ongoing job-market shortages for key roles.
  • The Solution:

    • Leveraged Perceptyx for comprehensive employee engagement surveys and specialized programs.
    • Introduced the "Joy at Work Index" to measure the effectiveness of initiatives aimed at making employees feel known, loved, proud, and enjoy their work.
    • Conducted more than 20 coworker surveys to gather actionable insights.
  • The Impact:

    • Recorded a 12% increase in the Joy at Work Index year over year, reflecting enhanced workplace satisfaction and morale.
    • Achieved a 17% increase in coworker engagement, with participation growing from 14,500 to 17,700 respondents.
    • Successfully recognized nearly 300 coworkers and engaged over 1,200 in leader recognitions through the Joy On Wheels initiative.
    • Enhanced coworker sentiment regarding recognition and appreciation, with these themes prominently mentioned nearly 2,000 times in feedback.