Fairhive

How Fairhive Transformed Engagement with Emotional Insight - Achieving an 88% Response Rate

About Fairhive Homes

As Fairhive’s team of more than 300 employees expanded their mission to provide inclusive, life-changing social housing, they partnered with Inpulse to deepen emotional insight across their teams to continue putting people at the heart of their work.

The Challenge

Heather Moore, Fairhive’s Organisation Development Manager had led people-focused initiatives for over a decade but lacked a clear view of employee sentiment. Feedback was siloed, hard to interpret, and “mostly owned by HR or the senior team.” Despite hitting KPIs, leadership couldn’t see how customer facing teams truly felt, a common blindspot. They needed a faster, more meaningful way to gather emotional feedback without an overly manual process.

Why Inpulse?

Inpulse offered what Fairhive was missing: emotional intelligence at scale. Fairhive decided to partner with Inpulse six years ago, driven by Heather’s passion for behavioural insight and a need for a more human-centred approach.

The first survey question, “How are you feeling?”, encourages reflection before action. It was the exact shift in mindset Fairhive needed.

“That was absolutely huge. It starts the process differently. You think first, then you answer.” 

The app’s ease of use was a game-changer, especially for Fairhive’s mobile teams. A quick demo with the CEO sealed the deal.

“I gave him my phone, showed him the survey on the Inpulse App, and he was sold.” 

Implementation & Experience

The roll out of Inpulse across the organisation was smooth and intuitive. Heather found Inpulse’s customer service team were always “quick, kind and helpful”, particularly when it came to shaping the survey or if there were any queries. Crucially, each update comes with training and videos, helping Fairhive make the most of any new features.

Tools That Make a Difference

Fairhive made full use of Inpulse’s specialist features including: 

• Heat Maps that provides the ability to track emotions by theme or team, like stress or anxiety to see where support is needed.
• Sentiment Analysis brought real-time emotional trends and actionable insights to the fore.
• Customised Dashboards catered to leaders and managers with data tailored to their needs.

It took a while for employees to trust that feedback was anonymised, but as Heather explained,

“once people appreciated we couldn’t see the identify of individual respondents, they could be much more open.”

- Heather Moore, Fairhive Organisation Development Manager

Outcomes & Results

Utilising Inpulse led to an 88% Response Rate – Fairhive’s highest ever participation in an engagement survey. 

Key results from using Inpulse

After the implementation of Inpulse, it truly “created space for discussions” at Fairhive, “your team’s struggling, what can we do to help? That’s powerful.” When a low-scoring team flagged up on Inpulse, senior leadership were engaged and clear improvements were seen in subsequent surveys.

A True Partnership

Fairhive now ties employee engagement directly to organisational strategy. With regulatory changes, AI integration, and new systems on the horizon, Heather sees Inpulse as key to sharpen Fairhive’s feedback loops especially for operatives.

“We’re creating a culture of listening and doing—where engagement is more than just a number.”

Heather finished by saying, “it’s a great product, with great people who genuinely care about what they do”. What more could you ask for?