Norse Digital - Using employee feedback to drive company change

 

 

How Norse Digital used Qlearsite to set OKRs for their culture and people

Norse Digital are a digital product studio based in Oslo, Norway. They create digital services that put the user at the heart of everything, with a very human-centric approach.

They use objectives and key results (OKRs) to set their direction as a business, which is easy enough to do when you’re looking at marketing, product, sales and finance. However, when it comes to something like organisational culture and people, it’s much harder to define and set measurable targets.

There are about 60 people working for Norse, so they don’t have a HR department that can dedicate the time needed to achieve this.  So finding a way to map their company culture and identify insight was very important , that’s where we came in with our Organisational Fitness tool.

 

Measuring Norse Digital’s organisational fitness 

Organisational Fitness always starts with a survey of your team, which was delivered in a 2-week window. The uses only 20 questions that are proven to have a direct impact on productivity, NPS and growth. Asking fewer questions, that are linked to business outcomes means response rates are high, and in Norse Digital’s case it was 95% of their employees who engaged in the survey.

We then created a report for Norse that showed the areas where they were doing well, and any areas they could improve. This report gave Norse Digital the chance to spot opportunities for rapid improvement, as well as the high scores that they could celebrate.

Norse’s results were very positive on the whole. They’re a dynamic, healthy company with a flat structure, where everyone’s voice is heard. But in a way, when everything’s going so well, it’s a bit harder to spot the areas you could improve on. That’s what makes this sort of analysis so much more valuable.

 

Evidence-based, measurable answers that give them the confidence to move forward and set OKRs

Organisational Fitness looks at 16 areas of your business, and for Norse Digital, there was 1 key area that needed to be improved relative to others - customer service. This is what their employees were flagging as critical to making the business more successful.

Our own research into Organisational Fitness shows that customer service is lower for tech companies than the national average, so it’s not an uncommon problem in this industry.

Download our research into Organisational Fitness across 2000 UK companies

This gave the senior managers exactly what they needed. They knew how their employees were feeling about the company culture, and were able to deep dive into the ways they could make improvements to customer service.

We’ll be checking back in with Norse to see how they get on - watch this space.

 

 

 

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