The modern workplace has changed, creating a new strategic landscape for HR leaders who are now expected to guide their companies through constant change, retain top talent, and demonstrate the ROI of their work. In this new context, listening to employees is the single best way to build a strong, successful company.
One of Canada’s biggest telecom companies is no stranger to this monumental change. The team at Keatext analyzed thousands of public employee reviews from the company to demonstrate how Keatext turns employee feedback into clear insights that HR leaders can use to make a real difference.
The Challenge: High Turnover, Low Trust
Turnover and retention are the number one concerns for HR leaders today. Hiring budgets are tight, and with a quarter of the workforce likely looking for a new job, keeping and developing existing talent is essential to save on hiring costs. To do that, every company needs a culture where people come first. But that’s hard to build when trust is low and burnout is high.
For many companies, only half of their employees actually trust their leaders, and three out of four feel burned out. These are not just surface problems but deeper root causes that affect the bottom line. To fix them, leaders need to know what their employees are really thinking. HR teams already understand that an employee listening program is how to get there. It’s a straightforward way to gather, understand, and act on feedback to improve engagement, build trust, and keep their best people.
The challenge is turning all that feedback into actions and outcomes that demonstrate ROI. Executives want HR teams to automate and cut costs, but teams are already stretched thin. As much as 47% of HR leaders are uncertain about how to drive change. They need a partner like Keatext who understands their challenges and provides the right technology to overcome them.
The Approach: Deeper Data Analysis
To get a real, unfiltered look at the employee experience at this telecom company, the team at Keatext took 1,698 employee reviews from Indeed.ca over a period of seven years, a dataset that included 3,720 comments and 7,592 individual statements. This kind of unsolicited, unbiased feedback is an invaluable resource for understanding what really matters to employees.
Keatext’s AI takes all that raw feedback and turns it into clear insights that are immediately actionable. For HR teams, this capability delivers a critical advantage. It gets the team past basic sentiment analysis and identification of top themes into the “why” behind employee feedback that provides a solid, data-driven foundation to guide strategic decisions.
The Solution: What the Data Told Us
Keatext’s analysis gave a clear picture of what it’s like to work at this telecom company.
The good news? Most employees are happy. 65% gave the company a 4 or 5-star rating, and Keatext’s AI found 2,460 positive comments compared to 1,124 negative ones, plus a handful of suggestions and questions.
The bad news? Satisfied employees still have issues—and there’s a fine line between overall satisfaction and unresolved issues that eventually lead to turnover.
Ultimately, the real value is in the details. The top themes that employees mentioned were Service, Training, People, Job, and Environment. Keatext’s AI also identified a spike in negative feedback over a period of a few months. Upon looking into the comments from that time, the team uncovered employee dissatisfaction with the number of good managers and training for sales reps.
This problem directly hurt team morale and spilled over to customers, who got bad advice and were unhappy with the service. The data showed a clear link between the employee experience and the customer experience.
From Insight to Impact: Solving Real HR Problems
Keatext gives HR leaders the clarity to tackle their biggest challenges head-on, turning insights into concrete action with AI-driven recommendations.
Supporting Employee Wellbeing to Prevent Burnout
A continuous listening strategy is essential for proactively addressing issues like burnout. The data showed that employees found the work intense and the hours long, directly impacting their wellbeing.
This is where employee listening moves from passive data collection to active problem-solving. Keatext’s AI identifies the root causes of burnout and generates specific recommendations, such as proposing frameworks for flexible scheduling or providing data-backed arguments for manager training focused on work-life balance. This allows HR to move from problem identification to solution-building instantly.
Rebuilding Trust Through Better Management
Effective employee listening builds trust, and the data proved that management was a key area where trust was eroding. Employees consistently brought up issues with “middle management” and a “lack of quality managers.”
Keatext acts as a partner in this process, analyzing feedback on topics like “manager” and “communication” to pinpoint where support is needed. The platform then recommends targeted interventions, from leadership coaching modules to strategies for improving team feedback channels. This approach shows employees that their feedback is heard and acted upon, a cornerstone of rebuilding trust.
Retaining Talent by Focusing on Growth
A smart employee listening program looks beyond immediate frustrations to understand long-term career aspirations. The analysis revealed concerns about the “difficulty in career advancement,” a major reason people leave their jobs.
Keatext revealed where those roadblocks are by analyzing comments about “promotion” and “career growth.” The platform’s AI can then recommend tailored professional development strategies or suggest structural changes to create clearer career paths. This is a best practice for using employee feedback to foster a more engaged and committed workforce.
Connecting Employee Experience to Business Outcomes
Employee wellbeing and customer satisfaction are deeply connected. A holistic employee listening strategy recognizes this. The link between undertrained sales reps and unhappy customers is a powerful insight that proves this connection.
Keatext provides concrete, AI-driven recommendations to solve these internal issues, helping HR leaders demonstrate the clear business case for investing in employee wellbeing. It connects the dots between a supportive internal culture and measurable gains in customer satisfaction and profitability.
The Outcome: A Strategic Partner for Data-Driven HR
Keatext acts as a strategic partner to turn HR into a core function that drives the business forward.
- AI-Powered Analysis: Reading through thousands of comments manually is no solution. Keatext uses smart AI to do the heavy lifting, automatically analyzing unstructured text to uncover sentiment, organize feedback into clear topics, and generate insights without the guesswork and human error of doing it by hand.
- Clear Recommendations: Keatext helps leaders decide what to do next. Our platform gives AI-driven recommendations for specific areas—like manager support or work-life balance—so you can focus your efforts where they’ll make the biggest difference. Recommendations are generated using LLMs that consolidate knowledge into smart, contextual recommendations for your business.
- Fits Right In with Existing Tools: Keatext is a cloud-based platform that works with existing HR tech. It can easily pull in data from surveys, 1-on-1 notes, focus groups, and even public review sites. It gives HR leaders one place to see the complete picture.
With Keatext, HR leaders are able to build and run a continuous feedback loop. They can ask for honest, open-ended feedback without worrying about how to analyze it. They can build a rock-solid case for putting their people first. And they can show their employees that their voice is heard and their wellbeing matters. That’s how to build a company where people trust their leaders, stick around, and do great work.
