A billion-dollar company's Services division was struggling to attract new technicians and hold onto the ones they already had. Leadership had plenty of theories about why. What they didn't have was data anyone could agree on.
Challenge
The company's previous approach sent 10-plus senior leaders into conversations with a subset of technicians, each asking different questions and capturing responses through their own lens. Some recorded answers verbatim. Others summarized. The loudest voices in the room had the most influence on the conclusions, and the conclusions varied depending on who was in the room.
The result was anecdotal evidence dressed up as insight. Leaders debated findings that couldn't be verified, and the underlying problems stayed unsolved because there was no shared fact base to anchor decisions to. The company needed structure, consistency, and a process that would hold up to scrutiny.
Strategy and Solution
Cadre ran its full Voice of Customer methodology, powered by OnePulse, Cadre's proprietary survey and analytics platform built specifically for this kind of workforce research.
The engagement opened with structured stakeholder interviews. Cadre worked with the key sponsor and a select team to document what leadership believed was driving the attraction and retention problem, capturing their hypotheses before any data touched them. Cadre also gathered direct input from technicians on the ground, weaving their own language and concerns into the survey so that when technicians took it, they heard their own voice reflected back. That connection matters: it reinforces that the company is listening, and it lays the groundwork for the change management that comes after the findings land.
From there, Cadre designed and deployed a survey to 800 technicians, built to produce statistically meaningful, action-oriented findings rather than sentiment summaries. The analysis drew on key driver analysis, pair analysis, chi-square testing, regression analysis, and deep dives into open-text responses. Every finding was evaluated for statistical significance before it was surfaced as a recommendation.
Impact and Results
- 800 technicians surveyed through OnePulse, producing a statistically rigorous and defensible data set
- Key drivers of attraction and retention identified with statistical confidence, replacing years of inconclusive leadership debate
- Several findings surfaced that leadership had not previously identified or considered
- Known issues that had circulated as opinion were now backed by hard numbers, giving every leader in the room the same starting point
- Findings directly shaped the division's Annual Operating Plan
"It was wonderful to finally have actionable data we could feel confident moving forward with. This saved my Annual Operating Plan."
Division Senior LeadershipGoing Forward
The division entered this engagement with competing theories, inconclusive conversations, and an attraction and retention problem that had persisted for years. They left with a statistically validated picture of what their technicians actually needed, findings their leaders could rally around, and the confidence to build a people strategy on solid ground.
Cadre brings this same level of rigor and structure to every Voice of Customer engagement through OnePulse. If your organization is making workforce decisions based on leadership opinion rather than employee data, we can change that.