Case Study: Yorkshire Building Society achieves higher survey response rates and improved employee morale with ClickTools

Clicktools Helps Yorkshire Building Society Increase Employee Satisfaction Surveys Response Rates and Improve Employee Morale

Yorkshire Building Society, Britain’s second-largest building society with over £30 billion in assets and a network of 179 branches and 90 agencies, needed to boost engagement with its twice-yearly confidential “Pulse” employee survey and replace time-consuming telephone branch marketing surveys. The main challenge was increasing response rates and making it easier to collect reliable, actionable staff feedback.

By deploying Clicktools’ branded, personalized online surveys and automating distribution, Yorkshire improved the Pulse response rate by 10% and tripled branch survey responses from 23% to over 70%. The change saved substantial time, made survey creation and segmentation simpler, enabled clear “this is what you told us / this we’re doing” communications that raised morale, and delivered overall process improvements.

Yorkshire Building Society

Debbie Hughes

Yorkshire Building Society