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CASE STUDY:

Turning Employee Feedback into Action Across a Growing Workforce

The Company: Loungers Group 

Established: 2002

Industry: Hospitality

Headcount: 9000+

The Challenge

Loungers faced growing challenges in gathering employee feedback as their workforce became more dispersed across the UK, with over three new sites opening each month across their three brands.

Relying on spreadsheets and online forms was not scalable, created barriers to reaching colleagues, and provided no dashboards, analytics, or meaningful insights.

As a result, the pace of change slowed, the organisation struggled to keep a close watch on culture and wellbeing, and senior leaders like the Head of People and Culture were locked into transactional number - crunching instead of driving engagement and culture forward.

The Solution

We partnered with Loungers to create a scalable listening approach that matched their pace of growth.

Key elements included:

  • Annual survey via WhatsApp focused on the holistic employee experience, with enjoyment reframed as the core output.
  • Pulse surveys on commitments, IT and systems, and guaranteed hours, giving quick feedback on priority areas.
  • Moments surveys for joiners and leavers, with predictive analytics to flag potential turnover hotspots.
  • Listening strategy session to align annual, pulse, and moments insights into one cohesive framework.
  • Reporting & insights presented in a “Lounge-y” style, combining survey data, Glassdoor, and leaver insights to reveal the main drivers of enjoyment and retention.
  • Action planning & integrations – all managers built action plans in our platform, supported by HRIS integration and dashboards.

 

This gave Loungers the clarity, insight, and tools to turn feedback into meaningful cultural action.

The Results?

Completion Rate Is Up: 64% completion rate to the latest annual engagement survey (an increase of 16% from the first annual survey run with us)

Improved People Outcomes: Continual improvement to culture metrics and the measurement and maintenance of a strong employee culture through a period of rapid growth

Actions Taken: Insights drove actions to boost autonomy, improve processes, and refresh employee commitments and rotas