Case Study: Hinduja Global Solutions achieves 25%+ eNPS lift and 30% lower churn with Qualtrics

How HGS is closing the experience gap

Hinduja Global Solutions (HGS), a global business process management and contact-centre provider with 40,000 employees across seven countries, faced rising workforce attrition that was damaging customer experience and profitability. HGS needed a way to understand employee sentiment across locations and lifecycle stages and turn that feedback into timely, effective action.

HGS implemented Qualtrics as a single system to capture, analyze, and route employee feedback, using personalized engagements and custom dashboards for 1,800 people managers to act quickly. The program improved listening and resolution—delivering a 25+ increase in eNPS, 25% faster resolution times, and a 30% reduction in churn—while giving leaders real-time insights to continually enhance the employee experience.

Hinduja Global Solutions

Tina Vas

Senior Vice President Global HR