How CRA Improved eNPS and Participation by Double Digits

The Challenge

Aligning agility and culture

With constant product innovations, new technology, and a desire to stay ahead of the curve, CRA recognized the importance of aligning its internal culture with its outward innovation.

The telecommunications company identified the following needs in transforming their company culture:

To address these challenges, CRA sought a solution that would provide continuous feedback and insights into employee sentiment, allowing leadership to track and influence both cultural and performance dynamics in real-time.

The Solution

To drive its cultural and performance transformation, CRA partnered with LutherOne, implementing a data-driven approach to engagement, feedback, and performance management. The company integrated multiple tools, including real-time engagement surveys, performance tracking, and smart feedback mechanisms, all designed to create a transparent and agile workplace.

Through this collaboration, CRA was able to understand both the cultural dynamics and performance metrics at play throughout the company. As a result, they could track and act on how culture influences performance and vice versa.

Continuous employee insights

By leveraging LutherOne’s smart question distribution, CRA ensured that every employee had a voice—without survey fatigue. This system allowed the company to collect valuable feedback efficiently while identifying trends across departments.

Leadership ambassadorship

Strong executive support was a driving force behind the initiative. The CEO actively engaged with the survey process, not only communicating results transparently but also personally reviewing open-ended employee responses. This level of involvement reinforced the company’s commitment to action and accountability.

Real-time data

With real-time access to engagement data, managers could instantly see which areas required attention and where teams were excelling. This allowed leadership to respond proactively rather than reactively.

The Results

The implementation of LutherOne had an immediate impact on the company’s workplace culture, employee engagement, and overall performance:

High participation rates

Regular employee engagement survey participation surpassed 70%, a testament to the trust employees placed in the system and their willingness to contribute. With nearly three-quarters of employees actively sharing feedback every quarter, CRA established a culture where transparency and collaboration thrive.

Improved eNPS

The company achieved double-digit growth in its Employee Net Promoter Score (eNPS), reflecting increased employee satisfaction, engagement, and advocacy. Higher eNPS scores correlate with improved retention and a stronger employer brand.

This success was solidified by the company winning the LutherOne Voice of the Employee Award 2024 for Employee Empowerment, which recognizes top employee ratings for trust, autonomy, and empowerment. As the award is based on employee engagement scores, it highlights that satisfaction goes beyond eNPS, impacting all levels of employee experience.

Sustained Improvement

The company experienced steady improvements across all key engagement indices, from performance to collaboration, as data-driven insights led to meaningful change.

Key Takeways

By partnering with LutherOne, CRA was able to leverage real-time insights to guide its ongoing transformation to becoming an organization that is as innovative as their products. The company not only fostered a more engaged and empowered workforce, but it also established a transparent, data-driven approach to management, leading the way to an empowered workforce. With continuous feedback loops in place, CRA is positioned to continue innovating, growing, and maintaining its competitive edge in the competitive tech industry.