Case Study: RSA achieves cultural change, richer employee insight and 40% cost savings with QuestBack

RSA is driving cultural change and greater employee engagement with Questback’s feedback platform

RSA, a 305-year-old global insurer with about 19,000 employees across the UK & Ireland, Scandinavia, Canada and Latin America, faced a credibility crisis after 2013 financial irregularities in its Irish operations eroded staff trust and confidence. The company needed to rebuild engagement and align employee insight with business transformation priorities.

RSA partnered with Questback to launch YouRSAy, a more social engagement survey that combines standard questions with qualitative “Shout Outs,” sentiment sliders and NPS to capture richer, authentic feedback. Launched in September 2014, the approach achieved ~77% participation and over 80,000 free-text responses, reduced survey costs by more than 40%, sped up reporting, and provided strategic input that helped rebuild trust and drive cultural change.

RSA

Kam Somal

Group Head of Organisational Development