Case Study:

Human Resources Measurement System

Utility Services



Our Role

  • Survey Design & Measurement


A Georgia-based utility company recognized that employees are a critical asset to business operations. Employee attitude and opinion is correlated to workplace performance, which impacts productivity and quality. Organizational culture also is correlated positively with internal and external customer satisfaction. To ultimately exceed customers’ expectations, our client focuses on product quality, which is maintained and improved by its most important asset – its people. The utility company desired more information on employees’ attitudes, opinions, and reactions to current and important workplace issues.


Our consulting team systematically gathered input on key issues to design a reliable, valid system for measuring the areas described above. A focus on continuous improvement was fundamental to the design and development of the system. The human resources measurement system was standardized and grounded in a valid set of variables instrumental to measuring employee satisfaction, internal customer satisfaction, employee commitment, and retention.

Implementation of the human resources measurement system enables our client to measure lead business indicators. Management can proactively improve operations, effectively manage its human resources assets, and ultimately provide outstanding products and services to its customers.


Behind the Scenes

Our team designed and deployed a number of surveys to gather input on key issues, including employees’ attitudes, opinions, and reactions to current and important workplace issues. Our client utilized our comprehensive survey development, administration, and data analysis expertise in five areas:

  1. Pulse Opinion Surveys
  2. Employee Opinion Surveys
  3. Separation Surveys
  4. New Hire Surveys
  5. Internal Service Quality Surveys

Our team then measured the results from the surveys to design a human resources system for continuously receiving this valuable data and feedback.