CEO of Teamwork.com Peter Coppinger discusses the one feedback question himself and co-founder Daniel Mackey asked their team, and what they did when the results were less than stellar.


Dan and I want Teamwork to be a great place to work. Last September, we decided to send out an anonymous company-wide eNPS survey to see how our team was feeling about the company. We asked the whole team one question:

On a scale of 1 to 10, how likely is it that you would recommend Teamwork.com as a place to work?

And then we waited.
The results came in pretty quickly, and I wish I could say they were more positive.
receiving negative feedback
When we realized that nine members of our team said they couldn’t recommend working at Teamwork, I knew we needed to have some important conversations.
Employee NPS Results

We Listened, We Set a Baseline

Initially, Dan and I were devastated. We didn’t expect to get results that said everything was perfect, but still this dose of reality was a bit of a blow.
After discussing the results at length, Dan and I realized that no company gets their culture right off the bat, so why should we be any different?
We decided to take the results as a wake-up call and set a baseline. This was a place we could improve from.

The Important Thing – We Care.

Taking a cue from Company Value #10 we decided that we had to be humble and honest with our team. We acknowledged that some people weren’t as happy as they could be here, and we wanted to find out why and make improvements.

Here’s what we wrote on our internal blog to our team:

The important thing that I want you to know is that the happiness of each and every employee at Teamwork.com is really important to us. We are going to do these surveys every few months (please remain fully honest) and hopefully we’ll see a trend towards more positive results over the comings months and years. 
We want Teamwork.com not only to make amazing software that we are really proud of but to also be a truly great place to work. We won’t always get it right. We need your help. Tell us what we could be doing better, privately, in-person and via email at any time. Read articles about culture and what works well in other companies and share your best ideas. Just start an initiative on your own. Don’t know somebody? Just go introduce yourself. In the next survey we will ask an anonymous follow up question “Why do you feel that way?” and use it to help us right the ship. Growing a team is new to us, so bear with us as we learn. I’m confident though, that we can do this well if we keep the lines of communication open. 
Now, I have to say something difficult but honest: At the end of the day, despite our best efforts, we simply won’t be the right fit for everyone. We are a scrappy, rapidly-growing company still figuring things out and will probably be forever. Give us some time to fix some leaks, but if anybody here finds that truthfully you are not really happy, please consider moving on for your own sake. We hate to see anyone go, but, Teamwork needs to be the right fit for you as much as you need to be the right fit for Teamwork. 
We will do whatever it takes to be one of the world’s most productive, fairly run and happiest software houses. We want this to be a truly great place to work. The first step is achieving this is being honest with ourselves about where we are – so thanks for that, guys. We’re looking forward to making changes for the better.  Onwards to happiness.

Dan and I moved forward, made some changes, and then sent out another survey three months later. We had our baseline, and we wanted to see if we could measure satisfaction.
Did it work? We’ll tell you what happened in our next post.