Employee Listening at Swarvoski Drove Crystal-Clear Actioning to Improve eNPS and Organizational Culture
Swarovski is an Austria-based multinational glass producer with more than 29,000 employees worldwide.
Customer EX Impact Award
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The Challenge:
- Enhance participation in the Culture Survey to gain broad and meaningful insights and ensure the data collected is representative and actionable.
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The Solution:
- Streamlined the survey to 20 focused questions, enhancing simplicity and item relevance.
- Launched a targeted communication campaign, using diverse channels and adapting messages to reach all employee groups effectively, including personalized support from the CEO.
- Involved people leaders directly in the process, integrating participation targets into their goals and facilitating survey access for their teams, particularly in retail and production areas.
- Enhanced survey accessibility with seamless integration between Perceptyx and Workday, utilizing SSO links, and offering the survey in 20 languages to ensure inclusivity.
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The Impact:
- Significantly increased the survey participation rate, surpassing the target with the involvement of all employee groups in the feedback process.
- Achieved an eNPS score of 23, a Culture Index with 82% promoters, and ensured 100% follow-up by functional leads with their teams.
- Increased the 2021 survey’s 42% response rate to 65% in 2023, an improvement across all locations and functions.
- Enhanced diversity and inclusion metrics, with 84% promoters, reflecting a positive shift in employee sentiment and engagement.