Industry
Trucking
Turnover Reduction
Reduced by 50%
Worker Satisfaction
8.76 / 10
“WorkHound has helped us emphasize the value of listening,” Crowell says.
“Listening combined with action builds trust. Trust fosters engagement. And engagement is the secret sauce for driver discretionary efforts, ownership in the brand, and eventually, retention.”
Adding WorkHound as Another Way to Communicate
Custom was founded in 1985 and has since expanded its footprint into 48 states and Canada. The company has long been a family-oriented organization, putting people first. Building on that culture was a top priority when Jason Crowell joined as Director of Recruitment in 2021.
“Our CEO and founder, David Lee Stevenson, is a caring person,” Crowell says. “He cares about his people. And really, the people are the No. 1 stakeholders in the business. The culture is about ‘What can we do to improve the lives of the people who work here?’”
Having worked with WorkHound at a previous job, Crowell knew the innovative employee feedback platform could be instrumental in supporting their culture goals with communication.
“Our company was already problem-solving, communicating, and all of that before we used WorkHound,” Crowell says. “WorkHound just helps to be the megaphone so that the communication loop is closed, allowing all stakeholders to see the continuous improvement and the openness to fresh ideas.”
The Value of Listening
With a number of tools and practices already in place to support communication, what made WorkHound stand out as a feedback mechanism? For Custom, the anonymity the platform offers makes a difference, even to veteran drivers who’ve been with the company for years.
Drivers feel safer and more protected offering feedback through WorkHound because they can do so without attaching their names to the feedback. Over time, as Custom listens to and responds to feedback with meaningful action, drivers have come to trust the platform — and the leadership team. That yields even more feedback, with even more honesty and transparency.
“WorkHound has helped us emphasize the value of listening,” Crowell says. “Listening combined with action builds trust. Trust fosters engagement. And engagement is the secret sauce for driver discretionary efforts, ownership in the brand, and eventually, retention.”
In an industry like trucking, where high turnover is considered part of the business, listening is an essential component in reversing that trend and finding success in retaining employees. When employees feel as if their voices matter, they are more likely to remain engaged in the work they’re doing and less likely to look for greener pastures.
"WorkHound helps to be the megaphone so that the communication loop is closed."
50%
Turnover Reduction
Since implementing WorkHound, the company has been able to cut its turnover rate in half.
The Results:
Reducing Turnover With Thoughtful Communication
“We’ve cut our turnover in half, and we’ve been at record headcount consistently for about a quarter now,” Crowell says. “Since we implemented WorkHound, our business has been firing on all cylinders.”
50%
Turnover Reduction
Since implementing WorkHound, the company has been able to cut its turnover rate in half.
40%
"Praise"
Employee satisfaction remains high, and drivers are happy to provide positive feedback.
8.76
Average Satisfaction Score
Custom maintains a high 30-day rolling average satisfaction score.
50%
Open Rate
Drivers engage more with weekly broadcasts than at other carriers of similar size.
87%
Response Rate
With its active response team, the company well outperforms the average (69%).
Custom has managed to reduce their employee turnover by 50% thanks to the assistance of WorkHound. By implementing a robust feedback system, they can establish credibility and openness with their staff.
Let's Build Better Workplaces Together
Revolutionize your company culture and your worker retention rates by improving communication and engagement.
Book a Demo