Turning Feedback into Action with eNPS and Pulse Surveys
The Situation
A growing organization was hearing rumblings that some team members didn’t feel valued, but they had no consistent way to gather feedback or track how people felt over time. Engagement surveys had never been used, and leadership was relying on informal conversations or exit interviews—which often came too late.
They wanted a better handle on team morale, but they didn’t want a generic HR tool or canned survey that wouldn’t give them real insights.
What I Did
I built a simple but effective system to gather meaningful feedback and help leaders turn that into action.
Created a Quarterly eNPS + Pulse Survey Plan
Developed a short, recurring survey that included a 1–5 scale and a few open-ended questions focused on appreciation, recognition, workload, and communication
Used anonymous tools that didn’t overcomplicate the process but made participation easy
Tailored Questions to the Team
Avoided vague or multi-part questions—each one had a specific goal, like whether team members felt appreciated by peers, recognized by leaders, or if they had what they needed to succeed
Included space for suggestions, giving team members room to be honest and specific
Trained Leaders on Reading Between the Lines
Walked managers through how to read qualitative feedback without jumping to conclusions
Helped them understand how to spot patterns over time, and when to ask clarifying follow-ups in one-on-ones
Built a Follow-Up Process
Shared survey summaries with leadership after each round, including key takeaways and suggested next steps
Recommended “you said, we did” style updates to close the loop with the team and build trust
The Results
eNPS scores increased by 18 points within the first six months
Managers began bringing survey insights into team meetings and one-on-ones
The organization caught early signs of burnout and made resource adjustments before losing key team members
Pulse surveys had an average 80% response rate—because people felt their feedback led to action
Why It Mattered
This wasn’t about checking a box. The process helped build a culture of listening, gave team members a real voice, and gave leaders clear signals about what was working and what needed to change.
