Real-Time Employee Sentiment Monitoring

Current State

At Nestlé’s Vevey campus, facility services—like on-site restaurants and reception—play a critical role in employee satisfaction. The Facility Management team treats employees as internal clients, with a mission to support their daily experience. Before FeedbackNow, feedback collection relied on Microsoft Forms and similar web-based tools. These approaches required devices and effort, leading to low response rates and skewed data biased toward dissatisfaction.

“If it takes more than five seconds, most people won’t give feedback,” Raoul explained. “And usually, they only respond when they’re unhappy. We weren’t seeing the whole picture.”

Without timely, representative feedback, it was difficult to identify operational gaps or highlight what was working well. Nestlé needed a fast, easy, and anonymous way to collect input—especially in high-traffic touchpoints like restaurants and building exits.

FeedbackNow Solution

Nestlé implemented FeedbackNow during the COVID-19 pandemic, deploying multiple sentiment buttons across key areas. The devices’ simplicity—three clearly marked buttons (happy, neutral, unhappy)—enabled immediate participation with no explanation needed.

“The system was easy to install and maintain,” Raoul noted. “No complex integration, no IT headaches. The anonymous data helped speed through our security review.”

Initial adoption required some adjustment from employees used to email surveys. But as visibility and trust grew, so did engagement. To further boost response rates, Raoul rotated device locations and refreshed question formats regularly—a technique rooted in marketing psychology.

“If they see the same question in the same spot every day, their brain skips it. Changing the location, color, or wording brings attention back.”

The team complemented FeedbackNow’s daily data with an annual Microsoft Forms survey to gather open-ended comments—combining real-time trends with deep insights.

Outcome

In one telling example, feedback on restaurant staff friendliness dipped. The data—available after just one week—prompted a conversation with the team. Awareness led to rapid behavior change, and satisfaction scores rebounded from 60% to 80% by the end of the 3-week campaign.

“It wasn’t that staff were rude. They just didn’t realize how their tone was coming across. As soon as they saw the impact, they adapted—and the feedback changed immediately.”

Overall, the system delivered multiple business impacts:

• Increased satisfaction: By capturing a broad, real-time view—not just complaints—the team could understand and celebrate what was going well.
• Operational agility: Visible trends enabled early intervention. “If something turns red, we act immediately,” said Raoul.
• Team morale: Monthly reports of “green smiley” scores motivated frontline workers and reinforced a culture of excellence.
• Scalable use cases: Beyond restaurants, FeedbackNow was used at reception and building exits to monitor overall site experience.

Strategic Impact

FeedbackNow helped connect individual service moments to broader company goals—reinforcing that every employee interaction matters. It also supported Nestlé’s commitment to continuous improvement through actionable data.

“Even the positive feedback is powerful,” Raoul reflected. “It makes our teams proud of what they do—and that pride drives even better service.”

Nestlé’s Facility Management team sees future opportunities to expand the system to coffee areas, parking zones, changing rooms, and production facilities.

Testimonial

“Everything we do is to facilitate the life of our employees on site. FeedbackNow gave us the real-time insights we needed to take quick action, improve service quality, and celebrate team success. It completely changed the way we understand satisfaction.” — Raoul, Facility Management Lead, Nestlé Vevey Campus