A longtime UKG® customer, Henley Enterprises, Inc. is the largest independently owned and operated franchisee of Valvoline Instant Oil Change, with more than 170 locations in 10 U.S. states.
Though a top performer in its franchise system, Henley faces constant competition for skilled entry-level employees and turnover challenges inherent in retail services.
To improve its companywide communication process and gain greater visibility into the overall employee experience, Henley selected UKG Employee Voice™ and began deploying pulse surveys to the company's 2,100 employees.
"Prior to Employee Voice, we relied on on-site and multiunit managers to communicate the needs of frontline employees to our main office and regional support teams," said Anie Chinarian, Vice President of Human Resources at Henley. "We now have an additional, direct line of communication with our people, learning firsthand what they think and what systemwide changes they'd find most valuable. With Employee Voice, we don't have to guess. We can hear directly from team members at all levels of the organization across the company."
“This ability to facilitate communications with our team members using tools of their preference is critical to building engagement. UKG Employee Voice surveys show our people we value their feedback, and our responses to their input show we're listening.”
Vice President of Human Resources
According to Chinarian, UKG Employee Voice survey results have spurred several initiatives and changes to corporate policy. One is bimonthly cross-functional meetings, where main office department managers provide updates on current projects and coordinate efforts. Another is an improved paid time-off package, including an increased vacation schedule plus three personally designated holidays, to enhance work-life balance. A third initiative is a second dental plan offering, stemming from significant feedback requesting more extensive benefits coverage.
Henley is also using Employee Voice to help reduce turnover, with a focus on ensuring new employees are engaged from the beginning of their work experience.
"With Employee Voice, we launched both a welcome survey, distributed after 15 days of employment, and a follow-up 75-day survey," said Chinarian. "Now, the company can monitor if team members are comfortable with their new work environment, whether training is progressing at the right rate, and if the team members have taken advantage of online benefits enrollment, which also serves as a subtle reminder to complete the process."
Another way Employee Voice has made a positive impression on Henley's people — new hires and tenured employees alike — is the flexibility to access the solution and provide feedback from mobile devices as well as in-store computers.
"Team members who've completed Employee Voice surveys on their smartphones report the process is very fast and smooth — as good as or better than on a computer," said Chinarian. "This ability to facilitate communications with our team members using tools of their preference is critical to building engagement. Employee Voice surveys show our people we value their feedback, and our responses to their input show we're listening."