Whitbread Case Study
Automated Staff Survey 
"Our response rate for the survey was over 20% - I would definitely recommend the service to others. " Julie Tindale, Reward Manager
The challenge
Whitbread is the UK's leading hospitality company, managing the leading brands in hotels, restaurants and health and fitness clubs. They have 35,000 staff and around 8.5 million customers.
Following the recent annual Pay and Bonus review, Whitbread's Human Resources Department wanted to find out what staff thought about the process. They needed a simple yet efficient way to get feedback and asked Rapide to help.
The solution
Rapide set up a simple automatic service for Whitbread. Staff were sent a voice message and asked to 'Press 1' to be connected to leave their scores and comments on the process.
If the member of staff was not available, or unable to take the call, then Rapide left a voice message including a number to call to complete the survey in their own time.
The automated system captured performance scores in key areas such as Timescales, Query Resolution and Communications as well as an overall rating, and gave staff the opportunity to leave their own comments as well.
The result - Whitbread captured all the information that they needed in just a week, getting a response rate of over 20%.
Julie Tindale, Reward Manager is pleased with the results from the survey,
"I would recommend the service - it's brilliant. It saves us loads of time and gets through to lots of people in one go.
"The staff at Rapide are proactive and very helpful. During the set up process they were very flexible and offered practical advice and solutions."
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