From 6 to 36: How Western Sydney U. Transformed Its Employee NPS in Five Years (2024 Case Study)
- Brandon Hall Group
- Talent Management, Leadership Development
From 6 to 36: How Western Sydney U. Transformed Its Employee NPS in Five Years (2024 Case Study)
Western Sydney University’s Student Experience & Marketing department achieved a remarkable cultural transformation, increasing its employee Net Promoter Score (NPS) from 6 to 36 over five years. Through partnership with The Culture Equation, the department implemented an innovative five-part program focusing on leadership development, values-driven culture, accountability, manager empowerment, and daily cultural integration.
The transformation resulted in improved student satisfaction, enhanced employee engagement, and contributed to the university’s rise in global rankings. Key metrics included a 17% increase in manager support, 13% improvement in career advancement opportunities, and significant gains in customer service metrics.
Western Sydney University and The Culture Equation earned a Gold award for Best Corporate Culture Transformation in the 2024 Brandon Hall Group™ HCM Excellence Awards.®
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