The Challenge

1. Low Survey Participation & Weak Data Confidence

• Engagement measured annually or bi-annually, resulting in outdated insights
• Long, generic surveys caused fatigue among busy contractor populations
• Survey response rates consistently below 45%, limiting statistical reliability
• Leadership lacked confidence that results reflected the true contractor experience

2. Fragmented Data Across Locations

• No unified view across India, Philippines, and Thailand
• Multiple tools in use (emails, spreadsheets, manual forms) created data silos
• Inability to segment by location, role, tenure, or contractor type
• No reliable year-over-year engagement tracking

3. Lack of Actionable Insights

• High-level reports without root-cause analysis
• No clarity on key engagement drivers
• Delayed insights reduced the ability to act in time
• No external or internal benchmarks for comparison

4. Contractor Inclusion Gaps

• Contractors excluded from most engagement programs
• Limited recognition or visibility into company culture
• No structured way to capture sentiment or celebrate contributions
• Growing risk of contractor attrition in critical roles

The Solution: Empuls Survey Platform

The organization partnered with Empuls by Xoxoday to deploy a centralized, data-driven engagement survey platform designed specifically for a multi-country contractor workforce.

Survey Design & Deployment Strategy

Continuous Listening Model

• Pulse surveys: Short (5–7 questions), deployed monthly or quarterly
• Replaced infrequent annual surveys with real-time sentiment tracking

Advanced Survey Logic & Personalization

• Conditional branching and skip logic to reduce survey length
• Role-based question sets for IT support, development, and admin contractors
• Location-aware customization for relevance across regions

Engagement Measurement Framework

Xoxoday tracked 15 critical engagement dimensions, including:

• Sense of belonging
• Purpose alignment
• Leadership communication
• Growth & development
• Rewards & recognition
• Well-being
• Autonomy
• Culture & work environment

This provided a holistic view of the contractor experience beyond surface-level scores.

Regional Rollout & Adoption

Phase 1: Pilot Launch

• Pilot across three APAC locations
• HR onboarding and hands-on training
• Manager enablement on interpreting insights

Phase 2: Driving Participation

• Multi-channel communication explaining the “why” behind surveys
• Automated email and SMS reminders to non-responders

Phase 3: Sustaining Engagement

• Closed-loop feedback within 2 weeks of survey closure
• “You Said, We Did” campaigns to build trust and credibility

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Real-Time Analytics & Reporting

Executive Dashboards

• Live response-rate tracking
• eNPS trends over time
• Heatmaps by location and function

Manager Self-Service Insights

• Team-level dashboards
• Drill-down by role, tenure, and shift
• Peer and historical benchmarking

HR Deep-Dive Analytics

• Driver analysis to identify top engagement levers
• AI-powered sentiment analysis on open-text comments
• Correlation of engagement with attrition and performance

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Impact & Results

1. Exceptional Survey Participation

• Average response rate: 77%+
• Improvement of 70%+ compared to pre-platform benchmarks
• All surveys achieved high statistical reliability

Regional participation exceeded expectations, with some locations crossing 85%+ response rates, demonstrating strong contractor trust and buy-in.

2. World-Class eNPS

• eNPS Score: 59 (World-Class benchmark)

CategoryPercentagePromoters64%Passives31%Detractors5%

This placed the organization among the top 5% globally, far above typical contractor workforce benchmarks (10–20).

3. Deep Engagement Insights

• Most engagement dimensions scored above industry benchmarks
• Rewards & Recognition emerged as the primary improvement opportunity
• Insights directly informed the launch of a contractor-inclusive recognition program

Location-level insights enabled targeted interventions, such as:

• Scaling best practices from high-performing regions
• Introducing contractor-specific recognition programs
• Improving leadership communication through async and recorded updates

4. Faster Time-to-Action

Before Empuls:

• 2–3 months from survey close to action

After Empuls:

• Real-time dashboards
• Same-day manager access
• 2-week action planning cycles

This shift enabled proactive interventions around burnout, recognition gaps, and development needs.

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Conclusion

By adopting Empuls, the organization transformed contractor engagement from a fragmented, low-participation process into a high-trust, data-driven, and inclusive listening ecosystem.

Key Outcomes:
✅ 74%+ survey response rates
✅ World-class eNPS of 59
✅ Granular, location-specific insights
✅ Reduced time-to-action from months to weeks
✅ Contractors feel heard, valued, and included

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