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Keurig Dr Pepper Applies Employee Listening to Empower Frontline Teams

Employee Listening Helps Keurig Dr Pepper Empower Frontline Teams

Keurig Dr Pepper (KDP) boasts a diverse portfolio that includes iconic soft drink brands Dr Pepper® and Canada Dry®, as well as coffee favorites from Green Mountain Coffee Roasters® and The Original Donut Shop®. Employing 28,000 people, the company is dedicated to enhancing beverage experiences and making a positive impact on communities and the planet, guided by its mission to "Drink Well. Do Good." This commitment is particularly evident in their dynamic and inclusive work environment, which is strongly focused on employee feedback — a critical aspect during the merger that created KDP.

The Perceptyx Partnership

Central to maintaining a dynamic and inclusive work environment is KDP's commitment to employee listening. Alyssa Chase, Senior VP of Talent and Culture, reflected on the critical role of employee feedback in shaping the company's culture, especially through the merger of Keurig and Dr Pepper that created KDP five years ago: "Employee listening was at the center of how we merged the company from a talent and culture perspective. We were really looking for a partner that would flex with us and grow with us." This search led KDP to Perceptyx, chosen for its agile survey products, quick insight delivery, and ability to effectively connect the dots across different listening points.

Tonika Kottenbrock, Senior Director of Employee Diversity & Culture, lauded the Perceptyx People Insights Platform for its intuitive design and adaptability, which has made it an indispensable foundation of the company's comprehensive listening strategy. "It's very easy. It's very intuitive," she said, pointing out how this accessibility ensures that leaders across KDP can engage with and act on employee feedback efficiently. “I call myself technologically challenged, but I can fully utilize the Perceptyx platform.” This ease of use, Kottenbrock pointed out, is paramount for KDP, where “democratizing data and insights helps us empower people at all levels. We are also excited to use all of the new features the platform has to offer, [from] advanced analytics to AI, and more are constantly being added.”

Listening to Frontline Teams

Frontline employees, from production to distribution, are integral to KDP's operations, making their insights invaluable for driving improvements and innovations. The company goes to great lengths to facilitate survey participation among these workers, employing a variety of access methods from QR codes to text messages, ensuring that every employee, regardless of their role or location, can easily contribute their perspective.

Alyssa Chase underscored the imperative of involving frontline teams in KDP’s listening strategy: "It's critical that we have the voice of our frontline included in any listening that we do," with efforts eventually leading to an impressive 89% participation rate. This extensive reach across the workforce ensures that every employee's feedback contributes to KDP’s culture and decision-making.

Key Learning and Action Planning for the Frontline Teams

Kottenbrock shared how feedback led to significant workplace enhancements, from logistical improvements to operational changes, underscoring the localized impact of such actions. "We are doing this because you asked for it," she said, indicating the direct correlation between employee feedback and implemented changes. “There are so many examples from female frontline team members who said, 'Hey, it'd be great to have a mother's room,'... or 'hey, it'd be great if there could be some flexibility in the hours that we work,' and we could get those ideas implemented."  

A Listening Partner of Choice

The strategic value of this partnership cannot be overstated, with Chase underscoring its foundational role in KDP's broader success. The continuous cycle of listening, feedback, and action not only serves to improve KDP's internal operations but also plays a crucial role in strengthening the company's position in a competitive talent market. This focus on maintaining a workplace where every employee feels heard and valued is central to fostering an environment of growth, innovation, and inclusivity.

KDP's leadership is committed to ensuring that the company remains a place where employees are not only engaged but also empowered to make significant contributions to its vibrant culture and ongoing success. As Chase said, "We were really looking for a partner that would build on this listening advantage with us. Perceptyx, which I’d describe as ‘capable’ and ‘innovative,’ was our partner of choice." This vision for a flexible, responsive partnership has driven the alignment between KDP's forward-looking culture and Perceptyx's purpose-built, ever-evolving People Insights Platform. To read more about how Perceptyx partnered with KDP, click here

For organizations looking to enhance engagement and improve operational efficiency on the frontlines — and everywhere else — exploring a partnership with Perceptyx is a critical first step toward achieving these goals. Learn more by scheduling a meeting with a member of our team.

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