The Hidden Power of Listening in Higher Education
Colleges run engagement surveys all the time – but how many truly act on what they hear?
That question was front and center at this year’s CUPA-HR Annual Conference, where ath Power Consulting (apc) partnered with Lone Star College to deliver a standout session:
“Closing the Feedback Loop: Moving from Employee Voice to Visible Change.”
Moderated by Frank Aloi, President & CEO of apc, with panelists Trish Woods, Senior Associate Vice Chancellor and CHRO, and Joan Garza, Chief Business Officer at Lone Star, the session spotlighted something every institution needs to hear: employee engagement in higher education isn’t just about surveys – it’s about action.
The Engagement Gap Across Campuses
Across higher education, many organizations do the hard work of collecting feedback but never follow through.
apc’s national higher ed benchmark data reveals a pattern:
- 6 in 10 employees report inconsistent communication from leadership.
- Fewer than 3 in 10 believe their input ever leads to action.
When that happens, trust erodes, disengagement spreads, and the student experience suffers. Lone Star College decided to rewrite that story.
A Turning Point at Lone Star College
Following a major leadership transition, Lone Star’s new Chancellor made culture a top priority. He wanted a clear picture of what employees needed to thrive – and how to align those insights with institutional goals.
Working with apc, Lone Star launched a systemwide engagement survey to assess communication, trust, and growth opportunities. But the true differentiator wasn’t the survey itself – it was the follow-through.
From day one, the Chancellor and his team built a communication plan to make sure every employee knew their voice would lead to visible change. A personal video message set the tone, emphasizing transparency, accountability, and collaboration.
From Data to Direction: Turning Insights Into Action
The survey revealed what many institutions already suspect – employees wanted better communication, stronger career development, and more consistent feedback from managers.
Rather than filing those insights away, Lone Star immediately acted. Leadership focused on achievable wins and symbolic improvements that signaled responsiveness:
- Updating workplace policies for flexibility.
- Launching new leadership and professional development programs.
- Expanding student employment opportunities through their Student Worker Program.
- Introducing initiatives like “I Wanna Be,” which supports employees looking to grow or transition within the college.
Every initiative tied directly back to what employees had voiced in their feedback. That clear connection – “You said, we did” – helped rebuild trust and drive momentum across campuses.
Visible Change, Real Results
Since implementing these strategies, Lone Star’s employee engagement scores have risen significantly across the board compared to their 2023 survey.
Employees report stronger trust in leadership, better communication, and a deeper sense of value. Training participation has increased, turnover has declined, and collaboration between departments has improved.
The results go beyond employee morale – Lone Star has also seen growth in student enrollment and institutional reputation, reinforcing that culture change impacts every level of performance.
Lessons for Institutions Across Higher Ed
For colleges and universities looking to improve employee engagement in higher education, Lone Star’s success offers a powerful roadmap:
- Share results openly. Transparency builds trust faster than perfection.
- Prioritize the biggest impact areas. You can’t fix everything – but you can start somewhere.
- Assign accountability. Give each action item a clear owner and timeline.
- Communicate like a campaign. Use town halls, intranet posts, and department updates to show progress.
- Keep the loop alive. Conduct regular pulse surveys and encourage ongoing feedback to sustain engagement.
Institutions that consistently close the feedback loop turn surveys into a culture-building engine – one that fuels both employee and student success.
The Takeaway: Trust Is the Ultimate ROI
As Frank Aloi shared during the session, “Closing the loop builds trust. Not closing it does the opposite.”
Employee engagement in higher education isn’t about checking a box. It’s about showing employees that their voice leads to real change – and that leadership is listening.
Lone Star College’s journey proves a simple truth: when you act on feedback, you create more than engagement. You create belief. And that belief fuels innovation, retention, and institutional excellence.
Because when you take care of your people – they take care of your mission.
Build a Culture of Engagement with apc
Ready to strengthen trust, accountability, and performance at your institution? Discover how apc helps colleges and universities turn employee insights into action.
Contact us to build your employee engagement strategy today.
