Associate Survey for managing organizational change

Introduction

The vilotaXperience experts were commissioned by the CEO and the Head of Human Resources of a Tier 2 automotive supplier to implement their fully managed feedback service. It was decided to conduct an in-depth employee survey to support management’s organizational change initiative. The objective was to understand the changes within the workforce and examine their impact on customer interactions. Employee feedback was utilized to assess readiness for change affecting customer touchpoints and to ensure a seamless transition.

Problems to Solve
Change Readiness Customer Experience Operational Continuity

  • Employees show strong resistance to new workflows and processes
  • Customer satisfaction is declining during the transition phase
  • Risk of disruptions at key customer touchpoints is increasing

Setup, Execution and Data Collection

VilotaXperience experts designed and implemented tailored feedback frameworks and executed the entire data collection process through customized surveys targeting employees in customer-facing roles. The goal was to identify the gaps between what the customer’s leadership and department heads assumed and what their employees were actually experiencing during the organizational changes.
Why? To achieve better employee buy-in, maintain service quality, and ensure scalability of the new operating model.

Expected value to be delivered by the infotainment system

  • Employees feel prepared and fully engaged with the new processes and systems.
  • Customer interactions remain seamless and maintain high quality throughout the transition
  • Overall operational performance is preserved or improved, securing business continuity

Delivered value (gaps)

  • Many employees feel unprepared for the new workflows and systems.
  • Customer interactions are frequently interrupted, leading to longer response times and frustration.
  • Low adoption of changed procedures is affecting service quality and internal efficiency.

Analysis of Results and Improvement Recommendations

We thoroughly analyzed the collected employee feedback data from the customer’s organizational change program.
We developed actionable insights and concrete improvement recommendations to close the identified gaps and better align the delivered value with the needs of both employees and customers. The analysis was directly based on the results from the setup, execution, and data collection phases.

Gains out of our Work

VilotaXperience conducted one dedicated feedback campaign. The following gains demonstrate the measurable impact of our work, comparing the assessment conducted just before the feedback campaign with the assessment performed twelve months after implementation of the recommendations.

Focus Point
Status before Feedback Campaign
Status 12 Months after Recommendations
Gains​
Employee readiness score for new processes
34%
78%
+44 points
% of employees fully adopting new customer service workflows
41%
89%
+48 points
Customer satisfaction score (NPS)
12
48
+36 points
Number of customer complaints related to internal changes
47 per month
9 per month
81% reduction
Operational efficiency during transition
confidential
confidential
+29%

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