RV Parts Manufacturer – Attadale Partners

Challenge

Despite their customer satisfaction survey yielding a very high Net Promoter Score (above 50), an RV parts manufacturer collected a concerning number of comments regarding how it was taking customers more time to place custom orders or get information due to the number of new staff at the manufacturer. The company’s Human Resources team was also concerned that despite offering competitive pay, employee turnover was increasing across all levels of the company.

Solution

The RV parts manufacturer partnered with us and created an employee satisfaction survey to get to the bottom of what was causing the high employee turnover.

Key Insights to Drive Actions

The study helped the company discover that in their quest to differentiate themselves on customer service, their efforts were at the expense of their staff.

All employees were working consistently high levels of overtime and feeling underappreciated. The study highlighted a desire for better benefits, such as profit sharing and tuition reimbursement, bonuses during peak overtime periods, giving line employees representation at leadership discussions, and improving the quality of the break space.

Results

Upon receiving these results, the leadership team was able to move quickly and make changes that they now understood would be most important to their employees. These changes cut their attrition rate by more than half and improved employee morale.

Challenge

Solution

Key Insights to Drive Actions

Results

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