Employee engagement has become a pressing issue in higher education. With rising turnover, increased workloads, and shifting employee expectations, colleges and universities need solutions that go beyond surface-level satisfaction surveys. This case study demonstrates how one university partnered with apc to implement the Employee Experience Grade (exg™) methodology and achieved measurable improvements in just six months.
The Challenge
Rising Turnover and Low Morale
The university, a mid-sized private institution, faced rising turnover among both faculty and administrative staff. Despite offering competitive salaries and benefits, exit interviews revealed recurring themes: employees felt disconnected from leadership, undervalued, and overwhelmed by workload expectations.
Ineffective Surveys
The institution had relied on traditional satisfaction surveys, which showed relatively positive results. However, those surveys failed to explain the high turnover and low morale. Leadership realized that satisfaction alone was not an adequate measure of employee commitment and engagement.
Institutional Impact
- Student satisfaction scores had declined due to faculty turnover.
- Administrative staff turnover disrupted student services such as advising and financial aid.
- Recruitment costs increased significantly, straining the university’s budget.
The Solution: Implementing apc’s exg™
The university turned to apc’s Employee Engagement Surveys powered by exg™ to uncover the root causes of disengagement and develop actionable strategies.
Step 1: Launching the Engagement Survey
apc designed a customized survey based on the exg™ methodology. Unlike previous satisfaction surveys, this engagement-focused approach assessed:
- Faculty and staff connection to the institution’s mission.
- Opportunities for growth and recognition.
- Workload balance and stress levels.
- Leadership communication and support.
- Early experiences during onboarding and post-onboarding phases.
Step 2: Collecting Feedback Across Roles
Surveys were distributed across faculty, adjuncts, administrative staff, and student services employees. Each group received tailored questions to reflect their unique challenges and responsibilities.
Step 3: Analyzing Results with exg™
The survey results were compiled into the Employee Experience Grade (exg™) index. This single, comprehensive score provided leadership with a clear snapshot of overall engagement, while also breaking down specific strengths and areas for improvement.
The Findings
The exg™ revealed insights that traditional surveys had missed:
- Faculty Concerns: Faculty felt excluded from decision-making and lacked recognition for their contributions beyond teaching.
- Staff Challenges: Administrative staff reported burnout during peak enrollment periods due to workload imbalances.
- Onboarding Gaps: New hires indicated they received insufficient training and mentorship in their first six months.
- Leadership Disconnect: Employees expressed a desire for clearer communication and more visible leadership support.
The Action Plan
Based on apc’s analysis, the university developed a six-month action plan:
Faculty Engagement Initiatives
- Established faculty advisory councils to increase input into institutional decisions.
- Expanded recognition programs to celebrate contributions in research, teaching, and service.
Staff Support Programs
- Hired temporary seasonal staff to reduce workload spikes during enrollment periods.
- Implemented flexible scheduling to help staff manage peak workloads.
Onboarding Enhancements
- Expanded orientation programs for new hires.
- Introduced peer mentorship programs for both faculty and staff.
Leadership Communication Improvements
- Launched monthly town halls with leadership to share updates and answer questions.
- Increased direct communication from department heads to employees.
The Results After 6 Months
Within six months, the university achieved measurable improvements:
- Engagement Score Increase: The exg™ index rose by 12 points across the institution.
- Faculty Retention: Turnover among faculty dropped by 15%.
- Staff Morale: Pulse surveys showed significant improvement in staff workload satisfaction and recognition.
- Onboarding Success: New hires reported greater clarity about expectations and felt more integrated into the community.
- Student Satisfaction: Improved faculty stability contributed to higher student satisfaction ratings in course evaluations.
Lessons Learned
- Engagement Matters More Than Satisfaction Traditional surveys failed to identify disengagement drivers. Engagement-focused tools provided the necessary depth.
- Customization Is Critical Tailored survey questions ensured that both faculty and staff voices were accurately captured.
- Actionable Insights Drive Change Data without action is meaningless. By acting on exg™ insights, the university made targeted improvements that employees noticed.
- Continuous Feedback Is Essential Pulse surveys allowed leadership to track progress in real time and adjust initiatives as needed.
Why This Matters for Higher Education
This case study highlights the importance of measuring and addressing engagement in higher education. The benefits extended beyond improved retention to include stronger culture, better student outcomes, and a more resilient institution overall.
With apc’s exg™ engagement surveys, colleges and universities can move from reactive to proactive—identifying disengagement early, addressing challenges, and building a foundation for long-term success.
Final Thoughts
In just six months, one university transformed its employee engagement and retention outcomes by partnering with apc and implementing the exg™ methodology. By moving beyond satisfaction to measure true engagement, the institution built stronger connections with faculty and staff, reduced turnover, and improved student outcomes.
Want results like this for your institution? Get started with apc’s Employee Engagement Surveys powered by exg™ today.
