Employee Listening at Swarvoski Drove Crystal-Clear Actioning to Improve eNPS and Organizational Culture

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.