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QoQ
ATTRITION RISK REDUCTION

NPS & ESAT Analytics — Employee Survey Intelligence

Global Digital Operations — 48,000+ Employees · 2024

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[THE CHALLENGE]

Engagement Data Everywhere. Insight Nowhere.

A global digital operations-driven organization with a workforce exceeding 48,000 employees. In its mission to become a preferred employer and maintain leadership in its sector, it faced growing concerns around employee engagement, retention, and cultural alignment amid rapid expansion and a digital transformation journey.

Rising employee turnover in key client operations and high-priority geographies, performance inconsistencies across regional offices, cultural disconnect following exponential growth, and leadership uncertainty around employee sentiment during ongoing transformation — all pointed to the same gap: no unified view of what the workforce was actually feeling.

The business needed a comprehensive, continuous feedback system to diagnose root causes of dissatisfaction, benchmark engagement across demographics, inform retention initiatives, and reinforce its positioning as an employer of choice.

Build a scalable eNPS and ESAT analytics platform that turns quarterly survey data into executive-grade intelligence — with predictive attrition modelling as a downstream output.

[OUR APPROACH]

Five Phases.
One Platform.

PHASE 01
Data Collection & Integration
Employee feedback captured through Qualtrics survey tool and integrated with global employee attribute datasets via Fivetran. Structured survey responses combined with HR records — tenure, team, manager, region, department, and role level — for enriched analytics across the full 48,000+ workforce.
QualtricsFivetranHR Data IntegrationAWS Glue
PHASE 02
Advanced Analysis Pipeline
Computation of company-wide and segmented eNPS and satisfaction scores. Drill-down capability built by region, department, client programme, and employee level. Correlation and regression analysis to examine relationships between engagement drivers and NPS outcomes. Magic Quadrant framework to visualise alignment and identify improvement areas.
AWS RedshiftPython (Pandas)Correlation AnalysisSegmentation Engine
PHASE 03
Verbatim Feedback Intelligence
Sentiment analysis, theme detection, and N-Gram analysis on open-ended survey responses. Topic modelling to uncover key recurring themes across the workforce. Verbatim intelligence surfaced alongside quantitative scores — giving leadership the "why" behind the numbers at scale.
AWS SageMakerN-Gram AnalysisTopic ModellingSentiment Analysis
PHASE 04
Strategic Insight Generation
Actionable insights and leadership recommendations generated from evidence-backed metrics. Predictive indicators of attrition risk and morale dips surfaced as forward-looking signals. Power BI executive dashboard unifying eNPS, ESAT, verbatim themes, and engagement trends — accessible by region, function, and leadership level.
Power BIRBACExecutive DashboardPredictive Indicators
PHASE 05
Predictive Attrition Model
Downstream ML model trained on structured survey signals and NLP-derived sentiment features. Identifies high-risk talent segments months before exit — enabling targeted HR intervention. Integrated with Power BI dashboard as a forward-looking retention risk layer alongside the core survey analytics platform.
AWS SageMakerXGBoostSHAP ExplainabilityRetention Workflow
[KEY OUTCOMES]

The Results.

48K+
Employees Surveyed
Quarterly eNPS and ESAT programme covering the full 48,000+ workforce — segmented by region, department, client programme, and seniority.
4
Segmentation Dimensions
Drill-down capability by region, department, client programme, and employee level — enabling targeted leadership action.
QoQ
Attrition Risk Reduction
High-risk talent segments identified and targeted with personalised interventions — measurable retention improvement quarter on quarter.
5
Strategic Outcome Areas
Targeted retention, leadership performance insights, cultural alignment mapping, ROI-prioritised interventions, and predictive attrition modelling.

Leadership shifted from reactive HR decisions to evidence-backed retention strategy — with a full analytics platform surfacing what employees feel, where the risks are, and what to do about it.

[TECHNOLOGY USED]

Stack.

DATA INGESTION
FivetranQualtrics APIAWS GlueAWS Lambda
PROCESSING & STORAGE
AWS WranglerAWS GlueAWS RedshiftAmazon S3
ANALYTICS & ML
Python (Pandas, NumPy)AWS SageMakerN-Gram AnalysisTopic ModellingXGBoostSHAP
VISUALISATION
Power BIRBAC / Row-Level SecurityExecutive Dashboard
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Survey data sitting idle
while people walk out the door?

Turn your eNPS and ESAT responses into executive-grade intelligence your leadership team can act on — with predictive attrition signals built in.

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