Providing staff with tools they need to succeed
Citi Performing Arts Center in Boston,
Mass. is one of the nation’s leading
nonprofit performing arts centers,
providing diverse performing arts and
education programming for a wide range
of audiences. To monitor development
needs of its staff and increase employee
engagement, Citi Center surveys
employees and also extends survey
capabilities throughout the organization.
At a Glance
• No benchmarks for employee
development and engagement
• Little knowledge of the support
and tools employees need to
• Surveys completed after the
reorganization helped gauge
understanding of goals
• Broader access to a survey
tool helps all employees
• Revamped performance
evaluations and improved
communications led to a 30–80%
improvement in job satisfaction
as well as understanding goals
• Investing in new desktop
technology and offering tech tips
at brown-bag lunches
Visit surveymonkey.com today
“You won’t know if
in fostering staff
you don’t measure
satisfaction and gather feedback.
SurveyMonkey helps us decide how
to communicate with our employees
and give them the tools they need
to do a great job—which makes us a
– Josiah A. Spaulding, Jr.,
President and CEO,
Citi Performing Arts Center
Employee Engagement Case Study
In recent years, Citi Center has undergone many internal changes. In 2006, the organization adopted a “Balanced Scorecard” approach, which uses performance metrics to help achieve Citi Center’s goals. A year later, its office made significant upgrades to its technology, and in 2011 implemented more organizational changes as it refreshed its strategy.
Identifying how employees were responding to these changes, and what tools and support they needed to succeed, required accurate, timely feedback—but the Citi Center team had little data to support its staff development goals.
“We weren’t a culture that collected data,” explains Sue Dahling Sullivan, chief of staff for Citi Performing Arts Center. “We were limited to spreadsheets and paper surveys. It was an antiquated process—we had no benchmarks for gauging our employee development, and if our responses to their needs were improving over time.”
Citi Center began using SurveyMonkey to get employee feedback on organizational changes, their knowledge of Citi Center’s goals and mission, and which tools they needed to help meet these goals. Doing surveys over time helped Citi Center executives, including managers, gauge how well employees were doing to meet the center’s goals.
The center’s voluntary staff-driven HR Task Force, which develops employee activities, uses SurveyMonkey to gather feedback from colleagues on everything from the best costume at the annual Halloween party to RSVPs for events. “Even employees who don’t see themselves as metrics-oriented love using SurveyMonkey,” Sullivan says. “Because it’s easy for everyone to access, we can let everyone do their own surveys. They’ve become critical for staff development and for meeting our strategic goals.”
Learn more about how SurveyMonkey can help your entire team make smarter decisions.
Visit surveymonkey.com today.
Visit surveymonkey.com today
What changes did you make based on survey feedback?
When we were going through a reorganization, we wanted to make sure our employees understood why we were making changes, and see if their knowledge of our strategic plan was changing over time. We created benchmarking surveys to track progress. One outcome was a revamp of our performance evaluations, which has helped boost employee satisfaction on various criteria by 30-80%.
Our technology survey also helped guide upgrades—we bought better desktop hardware and software, and also got the staff to share tips at brown-bag lunches.
– Josiah A. Spaulding, Jr.