Case Study: Suburban Propane achieves seamless post-merger integrations and improved customer retention with The Predictive Index

How PI tools helped Suburban Propane better understand its people

Suburban Propane, a nationwide energy marketer with ~3,800 employees and 1.2 million customers, faced major organizational change, multiple acquisitions and leadership transitions without a clear, consistent way to understand its people. To address this, SVP Mike Keating consolidated the company on The Predictive Index, deploying the PI Behavioral Assessment™ and the PI Performance Requirements Option™ (PRO) with the help of PI Worldwide Member Firm Augur Inc., giving Suburban a single, fast and accurate behavioral language across the enterprise.

The Predictive Index’s standardized assessments, job analytics and management workshops were used for post‑merger integration, succession planning, role fit and a complete redesign of customer service into front‑ and back‑office roles. As a result, Suburban Propane reduced customer turnover from nearly 21% to 9% (below the national norm), achieved >95% employee satisfaction with new role assignments, sustained executive tenure averaging 12 years with <2% turnover, and transformed its customer service organization while growing into a $1.5B industry leader — all enabled by The Predictive Index.

Suburban Propane

Sandra Zwickel

VP-HR