How CHRO Stuart Logan Reduced Attrition with Peakon

Ross Brooks
 

Stuart Logan has spent 20 years working in senior HR positions for companies such as Cisco and Tata Communications. He is currently Managing Director of HR Technology at BNY Mellon. Over the course of his career, he’s seen the approach that companies take towards people management shift dramatically.

These days, companies understand putting people first is the best way to ensure strong business performance and satisfied customers. For Stuart, the challenge is finding the right tools and technology that can support employee engagement throughout an organisation.

“Ultimately, the more that you can provide insights to all people leaders, the better they can perform, and the better they can impact employee engagement in their teams. What you need to do as an HR professional is to empower leaders to be leaders.”

It was in his previous role as Chief Human Resources Officer at SoftServe, a global technology company specialising in consultancy services and software development, with nearly 7,000 employees across 35 different offices, that Stuart first discovered Peakon.

Since implementing Peakon two years ago, Stuart and his team were able to improve engagement by around 40 eNPS points, and reduce attrition by six percent. In his own words, “we had an impact on everything we focused on as a leadership team within one, two, or three quarters at most.”

How Peakon drives engagement via senior leadership and managers

We had this debate in our management team very early in my tenure where we discussed the way we should build our business strategy. Do you put customers first and then work your way back? Or do you put your people first and work your way forward? We ended up concluding that without good people, you don’t have a good company – and if you don’t have a good company, you don’t have very happy customers. This is why a people-first strategy is very important.

The best companies out there have the best managers and the best leaders. Ultimately, the more that you can provide insights to all people leaders, the better they can perform, and the better they can impact employee engagement in their teams. What you need to do as an HR professional is to empower leaders to be leaders.

It’s for these two reasons that I chose to work with Peakon.

“As well as making it easier to have conversations with the executive team and board of directors, Peakon also gave our HR business partners a way to start conversations about employee engagement and set actions at the managerial level.”

I was fortunate enough to be working with a group of very smart people that understood the value of seeing the data behind a decision, so it was easy to get everyone onboard with the tool. Peakon made it very easy to analyse our employee feedback with senior leadership and prove that certain actions needed to be taken, or benefits put in place.

As well as making it easier to have conversations with the executive team and board of directors, Peakon also gave our HR business partners a way to start conversations about employee engagement and set actions at the managerial level. This allowed us to address engagement with a combined top-down executive agenda, and bottom-up manager actions from a grassroots level.

As a result of our dual-pronged approach, we saw our employee engagement scores improve between 30-40 eNPS points across the organisation.

The ease of implementing Peakon

From the beginning we wanted Peakon to be a central part of our people-first approach, and we wanted to use the tool regularly. Doing an engagement survey once a year, or twice a year, is like still going to a bank and not using internet banking. You’ve got to move with the times and you’ve got to use a modern approach to tackling employee engagement.

“It was really easy for people across the business to integrate the platform into their daily workflow. For us, it required very little adoption drive from HR because leadership, managers and employees were able to understand the value straight away.”

In that sense, working with Peakon is like working with an agile development team. Everyone is super excited to understand the value we’re getting as an organisation, and to figure out how we can work together with our Customer Success Manager to overcome specific challenges. We’re always iterating and improving, and our relationship feels like we’re working with a partner, not a software provider.

It was really easy for people across the business to integrate the platform into their daily workflow. For us, it required very little adoption drive from HR because leadership, managers and employees were able to understand the value straight away.

Using Peakon insights to improve employee retention

In the past, I’ve worked with traditional engagement surveys that required a long period of time between the end of a survey and actually getting the results. As a leader, you are often waiting in anticipation, and wondering what insights are going to be available. The wait can be frustrating, but with Peakon you can start to see results as soon as employees have submitted their survey.

“Peakon provided us with targeted insights such as the need to have more direct and frequent conversations with employees regarding pay, or the need to introduce benefits packages in certain locations – and from this, we were able to implement initiatives and update our policies.”

The level of insights you receive also surpassed what I was used to from traditional methods. One of my favourite things about Peakon is the text analysis feature. If you’ve worked with traditional surveys, then it’s more than likely you’ve had to go through all of your comments manually in an Excel sheet and attribute each of them to a specific topic. It is incredibly time-consuming and it can be easy to miss certain themes that appear across hundreds of individual comments. Thankfully, Peakon does all of that for you automatically, which frees up more of the HR team’s time to focus on solutions.

Recently we did a large analysis to try and understand what had been happening with our attrition rates over the previous 20 months. We could see that 18 months ago, when Peakon was rolled out across the organisation, attrition also started to come down.

Peakon had provided us with targeted insights such as the need to have more direct and frequent conversations with employees regarding pay, or the need to introduce benefits packages in certain locations – and from this, we were able to implement initiatives and update our policies. It’s clear that Peakon played a key part in reducing our attrition by five to six percentage points over that 20 month period.

Peakon is “best of breed” for employee engagement

Peakon has helped me to prove the value of employee engagement to senior leaders, it’s challenged some of my assumptions, and it has made it easier to take an evidence-based approach to HR decisions. As a CHRO, my belief is that Peakon really is “best of breed” in the employee engagement space.

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