Acadian Companies: Employee Satisfaction & Retention


Acadian Ambulance Service is one of the largest and most respected privately held medical transportation companies in the United States. Founded in 1971 with two ambulances manned by eight medics, today the company employs over 4,000 employees and services over 71 counties in Louisiana, Texas and Mississippi. Acadian Ambulance is nationally accredited and recognized internationally for providing the highest-possible level of disaster response and pre-hospital emergency care. Over the years, the company has diversified to provide top-quality services and education in health, safety and transportation with the following divisions: Acadian Ambulance Service, Acadian Air Med, Executive Aircraft Charter Service, Acadian Total Security, National EMS Academy and Safety Management Systems.

Situation
Acadian Companies first engaged ArchPoint in 2010 to help positively impact job satisfaction and improve employee retention by gathering employee feedback, analyzing the data and presenting findings to the leadership team. The engagement was focused on two areas:

  1. 1. Conduct an annual employee survey with the goal of measuring overall job satisfaction.
  2. 2. Conduct weekly exit interviews with employees voluntarily leaving the company with the goal of gaining perspective on reasons for leaving.

 
Approach
The annual employee survey was designed to gather both qualitative and quantitative data via an online survey tool, with questions on customers, colleagues, supervisors, training, tools, company values, compensation, career paths and other areas impacting job satisfaction. The goal was to gain insight on satisfaction metrics at a company-wide level, drill down into each division’s data separately and into each individual immediate supervisor’s results. The survey questions remained the same year over year to allow for annual data comparison, but as new topics would arise, questions could be changed or added to gather information pertinent to helping Acadian solve issues.

The exit interview process was designed to gather qualitative data by conducting phone interviews, with questions on reason for leaving, what Acadian does well, what Acadian needs to improve and other areas that impacted reasons for leaving. The goal was to identify the top reasons why employees leave Acadian voluntarily and report the information on a quarterly basis. The survey questions remained the same year over year to allow for quarterly and annual data comparison. By reviewing the information on a quarterly basis, Acadian management was able to more timely identify and solve issues.

Results
Acadian was able to successfully garner more honest feedback from their employees and former employees by utilizing ArchPoint as a third-party facilitator. The information and insights provided by ArchPoint has helped shed light on potential concerns and added legitimacy to—or debunked—perceived organizational issues. This data has also been used in their OGSM strategic planning process to improve employee programs and management decisions.