Background
Commercial laundry service provider Elis UK had more than 4,000 employees across 30 sites, representing 72 nationalities, yet lacked a formal process to gauge employee sentiment. Annual appraisals were only conducted for managers, who comprised less than 20% of the workforce. In a rapidly changing market and a challenging labour environment Elis realised that employee satisfaction was critical to retaining talent, improving productivity and fostering a positive work culture.
To address, this Elis launched its ‘Employee Voice’ brand, aimed at giving every worker a platform to express their opinions, feel heard and contribute to shaping the company’s future.
Approach
The first step was a comprehensive employee engagement survey in 2021. The survey addressed nine key themes: communication, engagement, leadership, manager, organisation, performance, personal development, role and team. Ensuring confidentiality and accessibility were top priorities.
The response rate was impressive, with 74% of employees participating – surpassing the 60% goal. Elis developed action plans based on the feedback, focusing on areas that mattered most to workers. Recognising the diverse needs of the workforce Elis tailored its initiatives to each site rather than adopting a one size fits all approach. Leadership was deeply involved, with the executive committee leading the process and local managers empowered to drive site-specific changes.
“Elis UK’s Employee Voice initiative has transformed the workplace, boosting engagement and empowering employees to shape their future”
One significant outcome was the creation of Employee Voice Committees at all UK sites. Supported by a recognisable Employee Voice brand, these committees ensured that feedback loops remained open and employees could regularly provide input on issues and improvements.
Outcomes
The Employee Voice initiative brought about meaningful changes across Elis. Over 500 actions were implemented between 2021 and 2023, from low-cost quick wins to large-scale projects. There were improvements in all nine survey themes, with employee satisfaction increasing by 20.8% overall. Key actions included the introduction of wellbeing spaces, free hot drinks and breakfasts, water stations and even loanable camping equipment for low-cost holidays.
Engagement deepened, with survey participation rising to 79% by 2023. Turnover dropped by 13.8%, recruitment costs were reduced by £345,000 while productivity rose 5.4%, further underscoring the initiative’s positive impact on employee retention and operational costs.
Elis’s commitment to transparency and action has fostered a culture of trust and collaboration, transforming how employees view their roles. Employee Voice has not only boosted satisfaction but also strengthened Elis UK’s reputation as an employer of choice.