Customer delight

Case studies

PPG Industries employee survey

PPG Industries is the world’s leading coatings and specialty products and services company. PPG has operations in over 60 countries and globally has 39,000 employees. It serves customers in construction, consumer products, industrial and transportation markets and aftermarkets.

PPG appointed ETS to work on its survey to help the organisation gain an insight into the current level of engagement, understand exactly what drove engagement for their employees and what their goals and expectations were. ETS had previously delivered successful surveys for SigmaKalon, which was acquired by PPG in 2008.

As an organisation, PPG has a clear idea of what engagement looks like for employees, identifying six strategic ‘building blocks’ of engagement. As part of the process, they were keen to provide a measure for employees against each of the building blocks of engagement. ETS was able to create a bespoke engagement measure around these building blocks, rather than just applying a best practice framework.

The survey spanned over 8,100 people across 24 countries in Europe and was translated into 10 different languages. In devising the survey, ETS tailored the questionnaire design to include questions within six sections, ensuring alignment with PPG’s six building blocks of engagement.

Ken Armistead, Communications Manager for Europe, Middle East and Africa at PPG Industries, explains what ETS offered when it came to choosing a survey provider:

We were impressed by the team at ETS and in particular valued the thorough project planning process and dedicated support we received throughout. What really came through strongly from day one was their willingness to go the extra mile. The project team were all very quick to respond and had a very customer-centred attitude. I would have no hesitation in recommending ETS to other organisations.

Ken continues:

It was also important that ETS had previously delivered successful surveys for SigmaKalon, which meant we could maintain consistency and be able to utilise effective trend analysis.

As with all clients, ETS took a collaborative approach to devising this survey, working very closely with PPG throughout the process, listening to exactly what they hoped to get out of the process to ensure that we delivered an ‘ideal world’ bespoke solution.

An area where ETS was really able to add value for PPG, compared to what they could’ve got from an off-the-shelf provider, was in delivering a flexible, interactive reporting tool, which included regional manager dashboards, statistical analyses and bespoke board presentations.