Case Study: Australian Financial Complaints Authority (AFCA) boosts employee experience and lifts leader action 16% with Qualtrics

AFCA - Customer Case Study

The Australian Financial Complaints Authority (AFCA), a large not‑for‑profit established in 2018, faced rapid growth and a more diverse workforce and needed a strategy to better understand employee needs and priorities. AFCA engaged Qualtrics EmployeeXM to capture regular, targeted insights across engagement, wellbeing and lifecycle touchpoints so leaders could act quickly and confidently.

Qualtrics enabled frequent listening (including COVID‑era pulse surveys) with response rates above 90%, dynamic dashboards and guided action plans that empowered leaders and reduced reliance on People & Culture. The program identified belonging as the strongest driver of engagement and informed new D&I, recognition and leadership programs; leader action rose 16% in six months, and 97% of leaders and 88% of team members found the surveys user‑friendly.

AFCA

Fiona Mcutchen

Head of Culture & Engagement