We help M&S to run their ‘Talk Straight’ survey on a monthly basis. This involves sampling different areas of the business each month. In addition, there is also a monthly leadership survey specifically for the transformational leadership team.
Over the course of a year, the survey goes out in multiple different languages with 70,000-plus colleagues invited to take part.
The survey platform we provide for M&S enables a rapid turnaround of results, giving thousands of managers’ access to their results dashboard very shortly after the survey closes.
Evolving how M&S measures engagement
As part of the M&S transformation the ‘The M&S Way’ a new set of organisational behaviours were introduced across the business in 2019. We were able to incorporate the sentiment of the behaviours into the survey, evolving the engagement measure so it all aligned.
At the same time, we also brought in an employee net promoter score (eNPS), mirroring what M&S was already doing to measure its customer experience.
Adding automated theming
M&S see huge value in their colleague free-text survey responses. However, the size of the population and the frequency of the surveys meant finding the time to read the comments and draw conclusions just wasn’t feasible. We introduced automated theming, allowing M&S to include more free-text questions within their survey and use the insights in a way that is complements the scaled questions in their action plans.