Survey Analysis in the Home Improvement Industry

The Background

Our client was an international home improvement companywith over 1,380 stores across 10 countries and the company had a vast net of 80,000 colleagues, many of them operating under separate retail banners worldwide.They specialised in supplying and selling home improvement materials.

The Problem

Each year our client conducts a staff engagement survey designed to understand how employees truly feel about their working conditions within the company. Around 80,000 employees are invited to take part and from this group around 50% of respondents leave detailed comments about their experience in the free text field, yielding around 40,000 comments in more than 8 different languages including English, French, Spanish, Portuguese, Polish and Russian.

 

The work involved with reading, understanding, and ordering the data into a common format is no easy task and presents a real challenge forthe business, compromising both time and resources in a process notoriously hard to co-ordinate. To gain value from the survey data that they collected, they must gain an understanding of the comments within the free text fields,enabling them to really understand what their employees are saying and whether there are commonalities across issues or positives within the group. Our client had been facing this laborious issue for a number of years.  

Our Solution

Following a consultation stage, DDC AS designed and deployed a number of Digital Agents in a rapid timeframe. The process began by importing the quantitative and qualitative survey responses gathered by ‘Gallup’ and the agents furthered to analyse all 40,000 colleague comments, creating a categorisation framework that worked across the group, regardless of language or operating company. Our Digital Agents had to be flexible in their collection and also had to understand a variety of languages, something that they were trained to do from the outset. Our customisability is never limited within our design process. Our Digital Agents worked tirelessly to collect and harmonise all of the comments into a common format for the senior team at Kingfisher to analyse.

The Outcome

In January 2017, less than 4 weeks after consultation DDC AS had designed and delivered a number of Digital Agents from our faculty to provide a full solution pathway. We were able to extract thedata from our automated process and, upon request, deliver a fully categorised theme analysis of 40,000 colleague comments to local operating companies across Europe in their native language, as well as a rolled-up summary for the central group.

 

We provided a summary that accurately concluded the 4 weeks of findings from our Digital Agents and confined them into a brief report. Our digital workforce was tasked solely with this job and furthered to provide a concierge service, something that it was adequately equipped to do. From these previously unusable data assets, our client was now able to neutralise employee frustrations and work with their staff to create a happier and healthier environment.

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