Case Study: Citation achieves 33% reduction in employee turnover and 300% increase in applications with Reward Gateway

Legal services organisation's employee engagement strategy leads to 33% reduction in employee turnover and increased applicant pool

Citation, a 333‑employee legal services organisation, faced profitability pressures tied to its service chain and recognised it needed to overhaul its employee engagement strategy to improve retention, recruiting, training and benefits. Working with Reward Gateway, Citation focused on better workplace technology and benefits (including employee discounts and a Cycle to Work scheme) to shift toward a client‑centric culture and reward loyal, high‑performing colleagues.

Reward Gateway implemented and relaunched its Discounts And Various Exclusives (DAVE) platform with a five‑day teaser campaign, Miss Benefit branding, gift boxes, a company conference, employee awards and team challenges, alongside benefits like Holiday Trading and Cycle to Work. The Reward Gateway programme delivered clear results: a 33% reduction in employee turnover, a 300% increase in vacancy applications, over 90% of roles now filled by direct applicants (vs 50% agency fill a year earlier), 10 hires from referrals and notable take‑up of new schemes.

Citation