Case Study: Lutheran Jamestown achieves 333% increase in employee engagement and 14% reduction in turnover with Reward Gateway

Senior living organization gains outstanding increases in employee engagement, improves the customer experience and reduces turnover by 14%

Lutheran Jamestown, a senior living organization with 600 employees, was experiencing trust issues and confusion about expectations during a period of growth. To better connect company values to daily work and measure culture objectively, Lutheran Jamestown partnered with Reward Gateway, using its employee recognition and employee survey platform to define The Lutheran Experience and set clear, measurable behaviors.

Reward Gateway implemented a strategic recognition program, manager training and semiannual employee surveys to capture and socialize successes; the program collected more than 13,700 recognition stories and achieved 98% manager and 91% employee participation. The results included a 333% increase in employee engagement, a 14% reduction in turnover, a 14% rise in overall customer satisfaction (with +13% willingness to recommend and +17% in quality of care and service), a 40% improvement in employee understanding of quality service, and an upgrade in QAPI from 3 to 5.

Lutheran Jamestown