It’s time to announce the final winner in Deep-Insight’s “Excellence in CX” Awards this year.
Doing the right thing for customers means doing the right thing for your employees.
We award the “Best Focus on ERQ” prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ), the sister methodology to CRQ.
Pelican Self Storage has been a client of ours almost as long as I have been with Deep-Insight, and it has been a privilege watching the Pelican management team take the views of its employees so seriously over that time.
Over the years, I’ve seen effective leadership and organisational success in Pelican. This is all due to the crucial aspect of managing relationships with employees who are able to provide valuable feedback through a safe platform. That has allowed the leadership team to evolve and grow the company while always thinking about their people.
Burkhart Franz is CEO of Pelican and has always been a huge advocate for his management team and all of his employees across Denmark, Sweden and Finland.
“Our twice-a-year employee satisfaction surveys, alternating the eNPS (employee Net Promoter Score) question and the more in-depth Employee Relationship Quality (ERQ) assessment are now in their 7th year.
They have clearly made Pelican a more employee-focused organization. Over the years we have addressed many issues that had previously wiped the smiles off the faces of our collaborators, from slow internet connections and faulty printer set-ups to significant changes in management style, workplace scheduling and internal communication. As a result, we have very low employee churn in what are otherwise red hot labor markets; a premium service proposition; and the happiest customers in our industry.”
Huge congratulations to everyone in Pelican for winning this award.
Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.