A hospitality group running 12 venues used Pulse to surface a trust gap that had been hiding behind 'fine, thanks'.
Floor-staff trust scores moved from 54 to 78 in eight weeks. Manager-attributable turnover halved.
Anonymised composite. Drawn from real pilot data — name withheld until the pack signs the release.
What moved
+24
Pack pillar score
From 54 → 78 across 12 venues, eight weeks.
−52%
Manager-attributable churn
Floor staff citing manager in exit interview.
92%
Active seats by week 3
Of 240 invited.
The situation
A multi-venue hospitality group had quarterly engagement surveys that always came back 'fine'. Annual retention numbers said otherwise — floor staff were churning at 65% across the venues. The ops director suspected manager culture was the variable but didn't have venue-level signal.
What we did
BetterUs went out to all 240 floor staff with venue-level Pulse access for the group leadership. Workspaces stayed venue-anonymous to staff (so no fear of retaliation) but the group leader could see the shape per venue. Wolf Mode set to Pack for the first month — the rallying cry of the cycle was 'have your floor's back'.
“We thought we knew the floor. The pulses told us we knew the venue managers' floor. Two of those managers don't work for us anymore.”
What changed
Two venues lit up immediately as outliers — Pack scores in the low 40s while the group average sat at 60. The group People Director ran in-person 1:1s at both. One manager committed to a coaching plan and turned the venue around (Pack score now 81). The other moved on. Floor-staff Pack score across the group is now 78. Manager-attributable churn — the share of exit interviews citing the venue manager — has more than halved.
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