Feedback Insights, partnered with Sagility, a tech-enabled healthcare Business Process Management company, to help them enhance their employee engagement and retention. The company supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care, and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. The company has over 30,000 employees, present across five geographies and 15 cities. Sagility has won over 22 awards across payer operations, its business solutions, as preferred employers, for its diversity and inclusion practices, and sustainability.
“Feedback Insights, as our external partner, assists us in conducting annual ESAT surveys. Their work provides crucial validation for our ongoing Voice of Employees sentiments and analysis. Partnering with Feedback Insights allows us to gain industry insights and effectively present recommendations to all business teams and leaders, helping them to focus on their specific ESAT results.”
Vinod Gandhi, Deputy General Manager, Global HR Projects, Sagility
Requirement
Sagility administers internal Voice of Employees programs and governance through the Qualtrics platform, overseen by their in-house teams. This necessitates the validation of findings externally, achieved through an annual Employee Satisfaction (ESAT) survey and governance conducted with the assistance of a third-party partner. Integrating an external perspective further strengthens the validation process for action plans, initiatives, and annual planning, consequently fostering more resilient and effective strategies.
Objective
The objective is to gather comprehensive insights into the employee experience across all regions, utilizing this information to formulate action plans aimed at enhancing the overall employee experience. Additionally, the goal is to leverage these initiatives to motivate employees in contributing to higher Net Promoter Scores (NPS) for end customers. This comprehensive approach aims to not only understand employee sentiments but also to drive tangible improvements in customer satisfaction through employee engagement and satisfaction initiatives.
The solution
Feedback Insights worked closely with Sagility’s leadership team to understand their business goals, challenges, and culture. Based on that, we designed a tailored ESAT solution for Sagility to gauge employee sentiment and validate internal findings. The survey provided a comprehensive dataset of information on employee engagement based on multiple parameters. The once-a-year survey also identified key drivers to enhance the employee experience as a third-party exercise. The survey witnessed a participation rate of over 90% across all 5 regions, leading to a better understanding of the organization’s overall employee experience.
The Implementation
The study concentrated on four primary areas of examination, encompassing diverse parameters aimed at gaining valuable insights into every facet of employee engagement.
- Net Promoter Score or NPS: It determines how likely an employee is to recommend Sagility to a friend/colleague.
- Expectations vs. Fulfillment: It focuses on understanding an employee’s top 3 expectations from their job at Sagility.
- Workplace Metrics: It dives deep into parameters like managerial effectiveness, DE&I, interpersonal relationships, work culture, performance management, and hybrid/remote working.
- Verbatim Inputs: It accumulates personalized answers about the aspects of employees like the most and areas that need improvement at Sagility.
Key Findings
ESAT Approach encouraged the right action plans that elevated employee engagement with inclusion of right elements keeping
in pace with industry trends
- Helped top management prioritize initiatives to improve employee experience by benchmarking against industry firms in the BPM sector keeping in line with unique imperatives in each geography.
- Regular engagement led to a 92% response rate for the recent survey indicating high confidence among employees.
- The analysis has identified key areas for improvement, directing attention towards enhancing career development, providing learning opportunities, optimizing compensation and benefits, and refining recognition and rewards programs for mid and senior-level employees.
Action Agenda
The insights have been meticulously translated into action plans for enhancing employee engagement, forming the core of monthly discussions among the CEO, CXO leaders, and HR and Business leadership across geographies, underscored by their ability to consume insights and enable swift, effective implementation.
These invaluable insights have spurred the widespread adoption of concrete action steps across all 5 regions, with a strong emphasis on prioritizing employee experience.
The Impact
The Employee Satisfaction study delivered valuable insights about the employee experience at Sagility. It helped the company develop a deeper connection with the team by understanding their preferences.
- By implementing strategic measures outlined in the action plan, the Net Promoter Score (NPS) has surged to an impressive 52 points, surpassing the industry average of 45 in the sector.
- Sagility stands out as an exceptional workplace due to its unwavering commitment to work culture, transparency, and fostering a stress-free environment, as highlighted by the positive aspects revealed in our findings.
- NPS continuously improved over the last 5 years given the actionable insights at the organization level, geo, and entity-specific levels.
“Through our ESAT program, we’ve not only measured satisfaction but also cultivated a culture of continuous improvement. It’s more than just a metric; it’s a compass guiding us towards excellence in employee experience and organizational success”
Tina Vas, Senior Vice President – Global Human Resources Sagility
Summary
The partnership between Feedback Insights and Sagility has resulted in significant improvements in employee engagement scores and outcomes. Sagility has witnessed an increase in employee satisfaction, loyalty, productivity, and retention. The company has also improved its employer brand and reputation in the market. Feedback Insights continues to support Sagility in measuring the impact of their actions and sustaining their engagement levels.
