Industry

Charities and Not-For-Profits

Product

Employee Listening

About

CPL is a leading Australian disability services and support provider that helps people of all ages to maximise their potential. They are a profit-for-purpose organisation that provides support to more than 5,000 children and adults with disabilities in Queensland and Northern NSW.  

Objective

Recognising the strong relationship between employee engagement and a positive customer experience, CPL was looking for a platform to understand what was driving both engagement and disengagement. It needed a solution that would allow their employees to provide honest feedback that could be translated into actionable insights. 

Strategy

Employee Listening was deployed across CPL’s entire workforce of 2,700 employees. Using our Conversational AI technology, we created Lee, CPL’s workplace companion. Lee greets new employees, checks in to see how they are settling in, and regularly engages with established employees to report key trends to management. From onboarding to exit, Lee engages with employees at all stages of the employee lifecycle. 

Results

Over the last 2 years as an Evolved client, CPL has received critical insights on employee wellbeing, productivity and overall engagement through quarterly Employee Listening waves.  

Engagement with the program has continually increased among employees, managers and board members, with participation now seen as a critical measure of CPL’s success. CPL has since been able to take action based on the in-depth feedback, continuously improving their work environment. 

“The most valuable attributes of the program are the variety of feedback opportunities for employees, the quick turnaround of results, the ability to identify trends over time, and the opportunity to gain insights from direct feedback.”

Julie Byth, Chief Experience Officer, CPL