A client experience: Building a stronger culture through listening and action

When I first started using Friday Pulse in 2022, our company was in the middle of a major transition. We had made the decision to close two of our three business lines so we could focus fully on one path forward. In less than two years, we went from 360 employees down to 120. During a season of change, we knew we needed a better way to truly understand how our people were feeling.

Our team is made up of a large field workforce across three skilled trades, local office teams in sales and operations, and about twenty overseas team members supporting dispatch, customer service, marketing, and data analytics. With so many moving pieces, staying connected to the employee experience across every corner of the business was not easy.

That is where Friday Pulse made an immediate impact.

Turning insight into action

We began using the platform to measure our culture honestly and improve it one step at a time. Early on, nearly half of our companywide scores were sitting in the yellow. It was a clear sign that we had meaningful opportunities ahead of us.

Instead of ignoring it, we leaned in.

We started discussing results regularly with our field and sales teams and reviewing them weekly at the senior leadership level. The Culture Profile gave us valuable visibility companywide while also helping us understand each department on a deeper level. It allowed us to stop assuming and start listening.

Today, every single score sits in the green.

I can genuinely say that Friday Pulse helped shine a light on what mattered most, and our leaders responded by doing the work to create a stronger, healthier, and happier workplace.

Embedding listening into the culture

The platform has become woven into our culture. We share dashboard highlights on TVs throughout the office, use our results in recruiting, and introduce the platform during every new hire orientation so employees know from day one that their voice matters here.

One of the biggest wins for us was the Microsoft Teams integration. We learned our office teams respond best through email, while our field teams prefer Teams. That flexibility helped boost engagement, and apart from the occasional holiday weeks, we have consistently maintained response rates above 75% for years.

Making the impact go further

Just as important has been the incredible support behind the platform. The Friday Pulse team has been consistently present, thoughtful, and proactive. We regularly walk through the results with them, helping us uncover trends and pointing us to additional Friday Pulse resources that can support growth in specific areas. It never feels transactional. It feels like having a trusted partner who genuinely cares about our people and our progress.

More than a platform

What I love most about Friday Pulse is that it is simple, effective, and human. It gives us real insight into employee happiness down to the department level, and its built-in suggestion feature replaced the old-fashioned idea of feedback sitting silently in a box somewhere.

For us, it is more than a platform. It has become part of how we listen, lead, and continuously build a place people are proud to work.

If you’re interested in measuring happiness in your teams like Launch does, you can try Friday Pulse for free.