Nemko - Improving employee engagement to boost customer experience

Nemko logo

With their origins in mandatory safety testing of electrical equipment in Norway, back in 1933, Nemko (Norges Elektriske Materiellkontroll) have drastically grown their scope since. Now an independent organisation, they’ve drastically expanded to offer testing, inspection, and certification services globally – with a presence in 12 countries.

To leverage engagement to continue their growth, we’ve been working closely with Yngvar Sjoner, Senior Vice President of HR and Organisational Development at Nemko.

We would recommend Qlearsite for their service-oriented approach, and high quality methods

Yngvar Sjoner

Senior Vice President of HR and Organisational Development

The challenge: keeping customers happy to maintain growth

  • Focusing on employee engagement
  • Boosting customer experience
  • Furthering their growth strategy

When you’re focusing on growth, employee engagement matters – high levels are key, as it’s shown to boost profitability by 21%, reduce absenteeism by 41%, and turnover by 59%.

With a history of significant growth and organisational changes, Nemko is constantly striving for improved performance. With their latest growth strategy focused on customer experience, they knew employee engagement would be a key focus – due to the proven links between the two.

The solution: an engagement survey linked to business benefits

  • Qlearsite Engage survey, as a managed service
  • Demographic breakdowns & Organisational Fitness overlay

With customer experience a focus for Nemko, the obvious solution was our Engage survey with our Organisational Fitness overlay. As well as the extensive data relating it to engagement, our research has found a strong positive correlation between Org Fit scores and customer NPS.

We offer short, research-backed surveys, and use advanced language analysis to add context and meaning to engagement scores. For Nemko, that allowed them to understand more about their people – and take appropriate actions, based on their feedback.

The results: strengths and areas for improvement identified

  • High engagement score
  • 3 core strengths: ‘Role fit’, ‘Inclusion’, ‘Empowerment’
  • New focus areas: ‘Tools’, ‘Innovation’

Nemko’s high engagement score was an encouraging sign – and by identifying the areas they’re strongest in as an organisation, they could understand what initiatives would be the most effective. Our analysis also uncovered two areas that deserved a greater focus.

I liked the fact that it was short and well-defined, based on a factor analysis of 500k questions and containing artificial intelligence for reading open comments.

Yngvar Sjoner

Senior Vice President of HR and Organisational Development

The next steps: data-backed initiatives + further research

  • New initiatives based on survey results
  • Deep dive survey to look more closely at ‘Innovation’

Employee surveys should be a tool for change. Nemko followed this rule, basing their next strategic steps on the insights they discovered – by building on their strengths, and addressing their weaknesses:

Role Fit: digital training to keep supporting people to build their skillsets
Inclusion: justification to keep building a growth mindset culture
Empowerment: plans to establish a succession management process
Tools: new initiatives to improve digital systems, processes, and policies

Following these actions, Nemko planned to run a follow-up ‘Innovation’ deep dive – a targeted survey that allows you to dig deeper when needed. Knowing exactly where to focus their efforts gave a clear direction for boosting employee engagement – which our research suggests can improve customer experience, and lead to higher growth. Nemko can continue their longstanding success story.

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