South32 + Qualtrics

Gathering more frequent insights from hard-to-reach employees 

South32 traditionally gathered employee feedback just once a year, using a static set of questions and collecting responses on paper. The participation rate was low, and it took several months to process the results and generate insights. Another issue was that results were available only at the division level, and lacked the sort of granular insight that line leaders could use to inform team-specific insights or actions. That changed quickly with Qualtrics as South32 switched to electronic data collection. The process was easy — employees could access the surveys either by using worksite kiosks or by scanning QR codes on their smartphones. Thanks to proactively providing education about the survey process in multiple languages, the company effectively dispelled concerns about confidentiality, and survey participation increased by 29% percent after the switch to Qualtrics. Another factor: South32’s legacy data-collection process relied solely on English, but the Qualtrics-powered survey is offered in 11 languages. 

South32 designed its experience management program with three specific goals in mind: First, to equip line leaders to drive team-level changes to improve employee experience; second, to study the impact of the EX changes it made; and third, to identify the direction of future EX initiatives. Speed to insight is helpful to all three components of that strategy, and South32 is now able to quickly convert the data to actionable insights. The company released dashboards with survey results to approximately 700 line leaders within three weeks of collecting the raw data, rather than its former months-long process. 

In addition to the annual survey, South32 now also uses Qualtrics to gather feedback during the onboarding process and when employees exit the company. The resulting insights are also made available to HR leaders via live dashboards to allow them to monitor trends and share opportunities with business leaders as needed. South32 also overlayed its view of EX sentiment with annual performance, key talent, and critical role incumbent information, all linked via unique employee IDs, so that it could better understand the work experience and outlook specific to key talent groups.

“We frequently use the guiding phrase ‘is it a fact or a feeling?’’ in our areas of business analysis. Our Your Voice data and insights allow us to assess and explore a little of both when it comes to driving culture...”
— Sandy Sibenaler, Chief Financial Officer.

Faster, better insights based on leader-led team-based conversations

For example, in response to a report released by a peer company that sexual harassment was prevalent in the mining industry, South32 added EX questions to gauge whether the company contended with similar issues. Through the deployment of leader-led team-based conversations on workplace conduct and insights from the EX results, South32 observed a reduction in respondents perceiving to have experienced misconduct and an increase in reporting in each of the years since. 

Additionally, the company asked for open-text elaboration from employees who expressed strong positive or negative feelings in response to the prompt “I would recommend South32 as a great place to work.” Thousands of free-form responses poured in and were used to develop the company’s new Employee Value Proposition, “Discover a brighter future.”

“The Your Voice insights and results are not just a point in time report. They can (and should) be used on an ongoing, continual basis to inform our approach and check progress...”
— Matt Gillespie, VP Marketing.

Spreading the word

South32 is now relying on EX feedback to drive action across the company. One example: South32 presents the results of each survey to its board of directors. When the company’s board members gather in Perth, the EX team leads a “Lunch and Learn” session in which key findings and trends are displayed on posters while an EX team leader presents the board with a summary. 

“At all levels of our business, we use EX data to recognize performance, drive curious conversations, and promote healthy challenge. Aside from just looking inward, we invite external perspective each year from the South32 Board.  This balance allows us to keep validating, strengthening, planning and adapting the way we work.”
— Katie Tovich, Chief Human Resources & Commercial Officer