Leading NYC law firm leverages PerformYard Employee Engagement to move past manual feedback collection and towards a sophisticated system yielding a 75% participation rate and department-specific insights.
From Manual Surveys to Meaningful Action
How a leading law firm transformed employee engagement with PerformYard
Leading NYC law firm leverages PerformYard Employee Engagement to move past manual feedback collection and towards a sophisticated system yielding a 75% participation rate and department-specific insights.
- Formation of dedicated steering committees based on engagement survey results
- Development of a comprehensive client roadmap
- Enhanced client journey mapping using internal expertise
- Support for recent reorganization efforts
"You don't need an outside subject matter expert. You have your subject matter experts in-house. You just have to ask them in a safe place."
Under forward-thinking leadership, this law firm has consistently demonstrated its dedication to continuous improvement in all aspects of its operations. This commitment extends beyond legal excellence to creating an exceptional workplace environment where employees feel valued and heard.
When the Chief Human Resources Officer joined, she was tasked with further elevating the firm's already strong workplace culture. Her proactive approach to employee engagement reflects the firm's overall philosophy: that the best client experience stems from engaged, supported employees who feel meaningfully connected to the organization's mission.
After careful evaluation of various platforms, she selected PerformYard's engagement survey solution, noting it was "best in class while not breaking the bank." The implementation included:
Strategic Survey Design
- Blend of standard and custom questions
- Thoughtful exclusion of questions about policies not under consideration
- Open-ended prompts to capture specific improvement ideas
- Customized questions about client journey and service improvement
Comprehensive Roll-Out
- Full marketing campaign with posters throughout the office
- Clear messaging about anonymity and purpose
- External survey links for enhanced privacy
- Integration with existing HRIS system
The Challenge
The Process
The Result
"According to [PerformYard data], we had stellar participation. I think we had 75% participation, which is from what I understand, amazing." — CHRO
The move to PerformYard's engagement platform delivered impressive outcomes:
Robust Participation
- 75% response rate - Far exceeding typical engagement survey benchmarks
- Increased trust in the anonymity process
- Staff confidence that critical feedback wouldn't lead to adverse consequences
Actionable Intelligence
- Department-specific insights rather than just firm-wide averages
- Ability to identify both high-performing departments (scoring "5s") and struggling areas (scoring "2s")
- Confirmation of suspected issues, providing evidence to support already-planned initiatives
- Discovery of new improvement opportunities directly from staff
Operational Improvements
- Formation of dedicated steering committees based on survey results
- Development of a comprehensive client roadmap
- Enhanced client journey mapping using internal expertise
- Support for recent reorganization efforts
"We are having different teams, steering committees and regular committees execute based on the survey." — CHRO
Engagement Data Spotlight: Client Journey Mapping
One key initiative spawned from the engagement survey was the creation of a client roadmap showing the entire client journey from beginning to end. This initiative:
- Validated leadership hunches about needed improvements
- Leveraged internal expertise instead of expensive external consultants
- Improved both client and employee satisfaction by creating clear expectations
- Reduced client frustration and repetitive status inquiries
"You don't need an outside subject matter expert. You have your subject matter experts in-house. You just have to ask them in a safe place." — CHRO
Under forward-thinking leadership, this law firm has consistently demonstrated its dedication to continuous improvement in all aspects of its operations. This commitment extends beyond legal excellence to creating an exceptional workplace environment where employees feel valued and heard.
When the Chief Human Resources Officer joined, she was tasked with further elevating the firm's already strong workplace culture. Her proactive approach to employee engagement reflects the firm's overall philosophy: that the best client experience stems from engaged, supported employees who feel meaningfully connected to the organization's mission.
After careful evaluation of various platforms, she selected PerformYard's engagement survey solution, noting it was "best in class while not breaking the bank." The implementation included:
Strategic Survey Design
- Blend of standard and custom questions
- Thoughtful exclusion of questions about policies not under consideration
- Open-ended prompts to capture specific improvement ideas
- Customized questions about client journey and service improvement
Comprehensive Roll-Out
- Full marketing campaign with posters throughout the office
- Clear messaging about anonymity and purpose
- External survey links for enhanced privacy
- Integration with existing HRIS system
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