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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

  • The Challenge:

    • Enhance participation in the Culture Survey to gain broad and meaningful insights and ensure the data collected is representative and actionable.
  • 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.
  • 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.