CTAC to launch completely revamped EX survey

Structural insight into employee satisfaction

Ctac is a publicly listed IT services provider headquartered in ‘s-Hertogenbosch, the Netherlands, with over 500 employees. Since its inception in 1992, Ctac has become a leading player in the Benelux in the field of IT solutions and consultancy. The organization implements and manages SAP and Microsoft systems, among others, and offers services in the areas of IT modernization, business transformation, security, and change management. Ctac focuses on creating a future-proof IT environment for its customers, where technology, ambition and effective change come together.

In late 2024, the collaboration between CTAC and CYS began, resulting in an integrated measurement house for CX and EX research.

CTAC was looking for a more professional approach to EX measurements at various points in the Employee Journey. The desire was to create an approach that could structurally generate insights for targeted improvements.

Step 1: Kick-off & alignment

In a brainstorming session with all those responsible for HR within CTAC Netherlands and Belgium, the starting points and reference points were determined for the design of the new EX measurement house. Important moments in the employee journey at CTAC include the recruitment process, onboarding and leaving the company. In addition, employees receive a feedback request every 90 days during active employment.

It was decided to set up the EX measurement house for the projects:

• Transactional: short pulse measurements in the employee journey
• Events: evaluation of trainings and events
• Thematic readings: for example, on inclusivity at CTAC

It was chosen to set up short pulse measurements in the “active employment” phase with “job happiness” (expressed as a number from 1 to 10) as the main KPI. For the “recruitment” and “out of service” phases, the eNPS was chosen as the KPI.

Working with the IT department, the data delivery from CTAC’s systems to CYS’ platform was streamlined.

Step 2: Build & Implementation phase

What followed was a several-week agile work process between CTAC and CYS’ Build & Implementation team to set up the research in the research portal created for CTAC.

The questionnaire was built using CYS’ 3 question methodology. Thereby, after the KPI question and the explanation question, participants are asked to select the category (rootcause) to which their judgment fits best. In this way, the analysis and reports can provide a quick insight into the key drivers behind “job happiness”: for example, to what extent is job happiness at CTAC determined by the work atmosphere/colleagues, job content, development opportunities, managerial or other issues?

Step 3: Go live phase

Once all components were set up, the data imports, the survey database, the questionnaire (with all routings and dynamic fields) and the schedulers for email invitations (in different look and feel for different business units), the survey was ready to go live. Data collection could be started.

Step 4: Dashboards and reporting phase

An important next step in the implementation of the new measurement house was the design of the dashboards and reports. In a challenge session with those responsible within CTAC, the wishes and principles for the reports were defined. For the EX surveys within the portal, various dashboards were created for the different projects and different user groups within the organization.

The dashboards in the transactional EX project provide on several tabs a clear view on the KPI scores of job satisfaction during onboarding and active employment and the KPI scores of eNPS during recruitment and out of service phase. A so-called priority matrix widget in the dashboard shows at a glance which root causes and drivers behind employee satisfaction require action. The widgets are designed in such a way that it is possible to click through to the underlying open feedback for the relevant rootcauses.

In addition to dashboards, several reporting templates have been developed in PowerPoint that provide each Business Unit, business unit and team with periodic email reports of their own team’s insights relative to internal benchmarks within CTAC. We report the insights at the aggregate level anonymously and not traceable to individual employees.

In the reports we also include a number of tips for managers to give a targeted follow-up to the insights gathered. For example, by immediately starting a conversation, celebrating successes and addressing bottlenecks in order to proactively stimulate happiness at work.

Step 5: onboarding and adoption

A final phase in the implementation of the new measurement house is the onboarding and adoption of the portal. A workshop with various CTAC stakeholders will deliver the dashboards and reports.