Thanks to all of you who took the Annual Employee Survey. In doing so, you invested the time to share your candid thoughts about our company culture, highlighting the strengths you admire and the areas where we need to take our game to the next level. At Intuit, we take this feedback seriously, and explicitly look for ways to double down on the things that are working, while improving on areas we know we can do better. Over the past week, I’ve reviewed the results across the company and read the more than 23,000 written comments you so thoughtfully provided.
To summarize the results, while our company remains incredibly strong with qualities and engagement scores that most companies envy, it was a year of speed bumps and learning as we navigated some difficult change over the summer. Said more directly, it was not our best year. The end result was our employee engagement fell two points to 81, which was consistent with the expectation I had gathered from my more than 30 skip-level chats and 15 town hall sessions during the State of the Company Tour. While change is never easy, it is not an excuse for engagement scores to decrease if we do our jobs well as leaders. This year, as I shared on the State of the Company Tour, I know that I – and we – could have done better.
With that said, the fact that even with less than stellar change management, our employee engagement remains above 80 percent is a testament to how much we believe in our ability to do better, how proud we are of the work we’re doing, and how resilient we are as a company. We know we’ll always have opportunities to improve. At Intuit, we call this “constructive dissatisfaction.” We take inventory of the lessons we learn and get to work improving what must be improved.
Across the company, most of our AES questions scored at or above the average of peer companies. Bright spots include employee pride to work for Intuit, the clarity and confidence in our company strategy and the path we are on, the support you feel from your manager and colleagues, and how involved you feel in decision-making and our ability to adapt to change. We truly feel Intuit is a team sport, and we deeply care about each other and the mission we are on to improve our customers’ lives.
On the flip side, we have some serious work to do. Outdated, inefficient processes and the lack of proper tools and infrastructure are causing frustration. The number of reorganizations over the past few years has shaken the trust in some, and as we move to a “One Intuit” ecosystem, decision-making can be slow and tedious. Finally, we all believe we can and must do better at channeling our innovation on the highest impact areas to improve our customers’ lives and deliver awesome product experiences.
In the end, it’s clear that our culture remains strong, and our above-average results in so many areas should inspire us to feel confident about the future. With that said, I am disappointed that we did not execute our change as well as we should have, and that we aren’t making fast enough progress in key areas like the ones mentioned above. But we’re on it, and committed to doing what is necessary to make Intuit the best environment where the world’s top talent can do the best work of your lives.
In the coming weeks, all of the company’s people leaders and myself will be sharing their respective AES results and engaging in discussions with you to learn more. The outcome we seek is to double down on the strong points, and create a game plan to strengthen those areas that need to improve. In the end, we all collectively own the outcome, so let’s roll up our sleeves and take our game to the next level. Thanks again for your feedback, and for caring enough to provide us with the opportunity to learn and improve!