QUÉBEC CITY JEAN LESAGE INTERNATIONAL AIRPORT
MONITORING TO REACH NEW HEIGHTS
eNPS ↗ +10
The Québec City Jean Lesage International Airport (YQB) is committed to offering a unique airport experience on a human scale, distinguished by excellence, and guided by its values of integrity, efficiency, collaboration and customer satisfaction.
The past few years have been particularly challenging for YQB and the airport industry. The company has undergone significant restructuring, and the global pandemic has had a major impact on the industry, as has the shortage of skilled labour.
Although all these events had their toll, growth has resumed, with over 1,170,000 passengers served in 2022. Thanks to the airport teams’ anticipation of the upturn, several improvements to the passenger experience have also been implemented.
In this context, during a strategic planning exercise, the Board of Directors and Human Resources wanted to find a way to maintain all of their employees’ engagement. They also wanted to provide their managers with valuable tools to support them.
Seeing the need for such a platform, Sylvie Lavoie, YQB’s Engagement and Human Resources Manager, explored a solution that would deliver fast, concrete results.
Therefore, the Québec City Jean Lesage International Airport (YQB) embarked on an employee engagement assessment process with Amélio in 2022.
“You cannot improve what you do not monitor.”
At Board meetings, when Sylvie Lavoie was asked, “How are our people?” it was difficult for her to provide a straightforward answer.
The company can leverage powerful indicators by using engagement surveys provided through the Amélio platform, customized for the airport’s organizational context. A thorough understanding of their teams’ levels of satisfaction, their needs and concerns is now available on an ongoing basis.
“Surveys can be used to assess whether some procedures need to be explained further, based on real-life feedback. It is then essential to address any dissatisfaction expressed and take the time to explain and inform. How can we improve if we do not self-monitor?”
Sylvie Lavoie
Engagement and Human Resources Manager, Québec City Jean Lesage International Airport (YQB)
Since implementing Amélio surveys, the company has improved its eNPS (employee Net Promoter Score) by almost 10 points.
Accompany ≠ Surveil
Managers were somewhat reluctant to participate during the first stages of the engagement process. They feared that the surveys would be used to assess their management skills.
However, the outcome is entirely different!
“Managers thought of HR as Big Brother and surveys as a tool to assess their performance. Now, they see Amélio as a valuable daily tool. It really is an outstanding achievement.”
Sylvie Lavoie
Engagement and Human Resources Manager, Québec City Jean Lesage International Airport (YQB)
The Amélio platform now enables them to quickly, conveniently and concretely identify their priorities for action and, above all, supports them in implementing solutions addressing their teams’ concerns.
An internal training program has also been implemented to provide managers with the best management tools and practices aligned with the collected engagement data.
As a result, managers do not feel evaluated but instead supported in their work.
Mission: Staff Retention
To work in an environment such as the Québec City Jean Lesage International Airport, candidates must comply with numerous critical safety criteria, which entails additional efforts and costs for the recruitment process. Thus, it is even more crucial to ensure staff retention, whether they are permanent or seasonal.
Focusing on Well-being
According to André Boulanger, Chairman of the Board of Directors, the successful resumption of airport operations in 2022 is
“a tour de force achieved by our teams.”
Being very proud of their employees and convinced of their contribution to the company’s growth, they felt it essential to understand their frustrations to improve their job satisfaction and foster their long-term commitment.
Consequently, based on employee feedback through the Amélio platform, an action plan was elaborated to improve their well-being, including purchasing equipment and setting up a restroom.
Implementing Internal Communication Strategies
Internal communication strategies have also been implemented to announce both the changes made during the year and those to come. Consequently, employees are reassured that their opinions are heard, which is greatly valued.
Focusing on staff retention by addressing sources of dissatisfaction in concrete terms reduces the pressure linked to recruitment, thereby ensuring that the airport’s growth objectives are achieved more quickly.
Success!
Sylvie Lavoie’s thoughts on the engagement process with Amélio? Success!
In summary, Amélio’s regular employee satisfaction measurement helps maintain a humane and collaborative workplace.
Amélio also generated open discussions between the company’s various stakeholders, including the Board of Directors, HR, managers and employees.
In other words, Amélio’s impact on the company is a real advantage when it comes to creating an inspiring employer brand.
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Employee engagement is crucial to successful companies. Amélio is an innovative tool that helps businesses create an inspiring corporate culture.
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