Monitoring to reach new heights
When measuring engagement becomes the momentum that lifts an entire organization.
Québec City Jean Lesage International Airport (YQB) set itself the mission of delivering a uniquely human-scale airport experience marked by excellence, guided by values of integrity, efficiency, collaboration and customer focus. aeroportdequebec.com
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eNPS points since the Amélio surveys were rolled out
passengers served in 2022, a sign of renewed growth
Especially turbulent years
The past few years were especially turbulent at YQB, as they were across the entire airport industry. The organization went through a major restructuring, the global pandemic hit the industry hard, not to mention the labour shortage.
Although all these events left their mark, growth resumed with more than 1,170,000 passengers served in 2022. By anticipating the recovery of operations, the airport's teams also delivered a number of improvements to the passenger experience.
It was in this context that, during a strategic planning exercise, the board of directors and human resources set out to find a way to keep all employees engaged, and to give managers real tools to support them.
Seeing the need for such a platform, Sylvie Lavoie, Director, Engagement and Human Resources at YQB, decided to consider a solution that truly delivers fast, concrete results. The airport therefore launched an employee engagement measurement initiative in 2022 with Amélio.
“You can't improve what you don't measure”
During board meetings where Sylvie Lavoie was asked “how are the troops doing?”, it was difficult for her to give a fact-based answer.
Using engagement surveys with the Amélio platform, tailored to the airport's organizational reality, now makes it possible to rely firmly on powerful indicators. A deep picture of the teams' satisfaction, their needs and their sources of dissatisfaction is drawn up on a regular basis.
The surveys let us measure, from real signals, whether we need to explain certain procedures further. It's then essential to address concerns and take the time to explain and inform. How can we improve if we don't measure ourselves?
Sylvie Lavoie · Director, Engagement and Human Resources, Québec City Jean Lesage International Airport
Since rolling out the Amélio surveys, the organization has improved its eNPS* by nearly 10 points.
*employee Net Promoter Score
From “Big Brother” to an everyday reflex
When the engagement initiative was rolled out, some reluctance among managers could be observed. They feared the surveys were meant to evaluate their management skills. The reality is quite the opposite!
The Amélio platform now lets them easily, simply and concretely identify action priorities and, above all, guides them in putting in place solutions that address their teams' concerns. An internal training plan was even created to give managers the best management tools and practices, aligned with the engagement data collected.
The result: managers don't feel evaluated, but rather supported in their work.
Managers saw HR as Big Brother and the surveys as a tool to evaluate their performance. Now they see Amélio as a real, everyday tool for them. It's truly a wonderful success.
Betting on well-being to keep its people
In a workplace like Québec City Jean Lesage International Airport, candidates must meet several important security criteria, which adds effort and cost to the recruitment process. That makes it all the more crucial to ensure employee retention, whether they are permanent or seasonal.
Very proud of their employees and confident in their contribution to the organization's growth, it became essential to understand their frustrations, in order to improve their job satisfaction and thereby foster their long-term engagement.
With that in mind, following the feedback received from employees through the Amélio platform, an action plan was developed to improve their well-being, including purchasing equipment and setting up a break room.
Opinions heard, and voiced
Internal communication strategies were also put in place to announce the changes made during the year and those to come. Employees can therefore see that their opinion is heard, which is greatly appreciated.
Focusing on employee retention by acting concretely on sources of dissatisfaction helps ease recruitment pressure and, at the same time, reach the airport's growth objectives faster.
The engagement journey with Amélio, according to Sylvie Lavoie? A success!
In short, putting in place regular practices for measuring employee satisfaction with Amélio helps maintain a human and collaborative workplace.
It has also fostered open exchanges between the organization's various stakeholders, whether the board, HR, managers or employees.
We can therefore say that using Amélio, and its effects on the organization, is a real advantage for building an inspiring employer brand.
What about you?
You can't improve what you don't measure. With Amélio, your engagement surveys become a concrete tool for your managers and real momentum to help your teams rise higher.
Discover how to measure and rise higher, in turn!
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