Unicorn Growth Series #2
Is your workplace a happy place?
A practical self-check for culture, leadership, customer experience, wellbeing and sustainable performance.
🧭
Leadership🤝
People✨
ExperienceRoadmap
Contents
Use the contents drawer to move directly to any question, framework or survey section.
Introduction
A quick self-check with practical follow-through
Use this guide to spot wins and gaps in culture, customer experience and leadership.
For each question, select YES, NO or UNSURE, then act on the suggestions that match your response.
For the business owner
Use the questions to test your own experience of the workplace and the systems you have created around it.
For the team
Invite employees to complete the survey anonymously so the business gains a more complete picture than leadership observation alone can provide.
A useful checklist
The final survey allows you to rate and monitor workplace health and wellbeing over time. Your responses in this HTML edition are saved in your browser on this device.
Workplace self-check
As the leader, do you look forward to your day in the office?
Choose the response that best reflects your current workplace, then act on the relevant suggestions.
If YES
- Schedule more “in-flow” blocks and protect them in your calendar.
- Share what is working with the team and model the behaviours you value.
If NO
- Audit your week: delegate or delete low-value tasks.
- Reconnect to purpose and set one or two “must-move” priorities for the next 30 days.
If UNSURE
- Track energy for two weeks: which meetings and tasks give or drain energy?
- Ask a trusted peer or adviser for an outside view on workload and role fit.
Workplace self-check
Are your staff happy to come to work?
Choose the response that best reflects your current workplace, then act on the relevant suggestions.
If YES
- Keep momentum by celebrating small wins each week.
- Invite ideas and run a monthly “you said, we did” recap.
If NO
- Try flexible hours or hybrid options where feasible.
- Book regular one-to-one conversations focused on wellbeing, growth and workload balance.
If UNSURE
- Send a three-question pulse survey covering eNPS, workload and recognition.
- Review absenteeism and attrition trends for early warning signs.
Workplace self-check
Do your customers like coming into your workplace?
Choose the response that best reflects your current workplace, then act on the relevant suggestions.
If YES
- Capture testimonials at the right moment and showcase them where decisions are made.
- Map the “wow” moments and make them repeatable through simple standards.
If NO
- Walk the full journey: parking, entry, service and checkout — then remove friction.
- Fix quick wins such as signage, wait times, cleanliness and greeting standards.
If UNSURE
- Ask five customers today: “What is one thing we could improve?”
- Track a simple NPS or CSAT measure at the point of experience.
Workplace self-check
Does everyone know the priorities for this week?
Choose the response that best reflects your current workplace, then act on the relevant suggestions.
If YES
- Post priorities in a visible place and update them every Friday.
- Link tasks to outcomes so people understand the “why”.
If NO
- Start a Monday 15-minute stand-up with the top three goals and named owners.
- Reduce competing priorities and make trade-offs explicit.
If UNSURE
- Ask three team members to list the top three priorities and compare the answers.
- Clarify recurring roles and responsibilities with a RACI matrix.
Workplace self-check
Do people feel recognised and see a path to grow?
Choose the response that best reflects your current workplace, then act on the relevant suggestions.
If YES
- Keep praise specific: explain what the person did and why it mattered.
- Offer stretch projects that align with individual career goals.
If NO
- Introduce peer-to-peer shout-outs during weekly huddles.
- Build six-month growth plans with clear skills and milestones.
If UNSURE
- Ask during one-to-ones: “What would make you feel more valued here?”
- Run a quick skills and growth-interest poll to guide opportunities.
Measurement
Employee Net Promoter Score (eNPS)
A simple measure of employee engagement and advocacy.
eNPS asks employees how likely they are to recommend the organisation as a place to work.
The survey question
“On a scale of 0 to 10, how likely are you to recommend this company to friends or family as a place to work?”
Promoters
Employees who score 9 or 10.
Passives
Employees who score 7 or 8.
Detractors
Employees who score 0 through 6.
Measurement
How eNPS is calculated and used
The score is useful when tracked consistently and combined with qualitative feedback.
eNPS = % of Promoters − % of Detractors
Employee loyalty
Provides a simple indication of how likely employees are to advocate for the company.
Engagement
Acts as a broad indicator of employee sentiment and happiness at work.
Culture
Helps identify areas where the workplace experience may require attention.
Use with care
Trend the score over time, protect confidentiality and always invite open-ended comments so the business can understand what is driving the number.
Role clarity
RACI: who does what?
A practical project-management tool for clarifying responsibility and communication.
RACI helps ensure that recurring work and projects have clear ownership.
R
Responsible
The person or people who perform the task.
A
Accountable
The one person ultimately answerable for correct and complete delivery.
C
Consulted
People who provide input or expertise before a decision is made.
I
Informed
People who are kept up-to-date on progress, decisions or completion.
Good practice
A task may have several Responsible people, but it is usually best to assign only one Accountable person.
Customer measurement
CSAT and NPS: different questions, different uses
CSAT measures a specific experience. NPS measures the longer-term relationship.
| Feature | CSAT — Customer Satisfaction Score | NPS — Net Promoter Score |
|---|---|---|
| What it measures | Satisfaction with a specific transaction, product or interaction. | Overall, longer-term customer loyalty and relationship with the brand. |
| Key question | “How satisfied were you with this product, service or interaction?” | “How likely are you to recommend this company, brand or product to a friend or colleague?” |
| Typical scoring | Usually a scale such as 1–5 or 1–10. | Percentage of promoters minus percentage of detractors. |
| Type of feedback | Transactional — focused on one event. | Relational — focused on the overall relationship. |
Practical rule
Use CSAT to improve a specific touchpoint. Use NPS to monitor the strength of the broader customer relationship.
Survey
Health & Wellness: Wellbeing in the Workplace
A structured 1–5 survey covering work design, psychosocial safety, leadership, energy, clarity, recognition and customer climate.
How to answer
1 = Strongly disagree
2 = Disagree
3 = Unsure
4 = Agree
5 = Strongly agree
Timeframe
Think about the past two to four weeks.
Confidentiality
Responses should be anonymous and reported in aggregate.
Before you begin
Explain why the survey is being run, how results will be handled, and when employees will hear what will happen next.
Survey A
Healthy work design
Workload, control, breaks, tools and ergonomics.
1. My workload is manageable within standard hours.
2. I can influence how I organise my tasks.
3. I can take short breaks when I need to.
4. I have the tools and equipment to work safely and effectively.
5. My workspace or setup supports good ergonomics.
Why these items?
Healthy work design and integrated safety–wellbeing approaches are foundational to better worker outcomes.
Survey B
Psychosocial risk & safety
Role clarity, civility, job demands, voice and job security.
6. I clearly understand my role and priorities.
7. I am treated with respect by colleagues and customers.
8. Work pace and deadlines are reasonable.
9. I feel safe to speak up about issues or mistakes without fear.
10. My job feels secure; I am not worried about sudden loss of work.
Why these items?
Role clarity, workload, civility, job insecurity and the ability to speak up are recognised psychosocial risk factors that should be assessed and controlled.
Survey C
Leadership & culture
Role modelling, trust, communication and fair resolution.
11. Leaders model healthy, sustainable work habits such as boundaries and reasonable hours.
12. I trust my manager to support my wellbeing.
13. I receive timely information that affects my work.
14. Team conflict is addressed quickly and fairly.
Why these items?
Healthy workplace frameworks emphasise leadership behaviour, communication and joint worker–management action.
Survey D
Personal wellbeing & energy
Energy, stress, work–life balance and sleep.
15. I have the energy I need to do my work well most days.
16. My stress is at a sustainable level.
17. I can balance work with life outside of work.
18. I sleep well enough to function at my best most days.
Why these items?
When people are not thriving, stress and burnout risks rise while engagement and performance tend to fall.
Survey E & F
Clarity, recognition & growth
Priorities, contribution, recognition and development.
19. Our team’s top priorities for this week are clear.
20. I know how my work contributes to our goals.
21. I feel recognised for good work.
22. I can learn and grow in this role.
Clarity
Clear goals and alignment help people understand where to focus and why their work matters.
Recognition & growth
Recognition and development are closely linked to retention, motivation and performance.
Survey G & H
Customer climate & open feedback
Customer behaviour, ease of experience and high-leverage employee insights.
23. Customers or clients are generally positive and respectful.
24. Our environment makes it easy for customers to have a good experience.
25. What is one thing we should start, stop or change to improve wellbeing here?
26. Anything else you would like to share?
Why these items?
Employee wellbeing and engagement influence service quality, customer outcomes and productivity. Open-ended responses reveal issues that fixed scales may miss.
Action framework
Scoring & use
Average each subscale and track results monthly or quarterly.
Create subscale scores for A (1–5), B (6–10), C (11–14), D (15–18), E (19–20), F (21–22) and G (23–24).
< 3.2
Priority risk area. Redesign work or controls first, then add individual supports.
3.2–3.8
Monitor and improve. Identify the few changes most likely to lift the experience.
> 3.8
Strength. Capture what works and spread the practice across the organisation.
Use the hierarchy of controls
Remove or redesign hazards first. Do not rely only on “resilience” programs that place the burden on individuals.
Use participation and co-design
Bring workers and management together to interpret findings and choose practical improvements.
Sources
Reference frameworks & current data
The original guide draws on widely used workplace health, safety and engagement frameworks.
NIOSH Total Worker Health®Integrated safety and wellbeing approach, including tools and the WellBQ assessment.
ISO 45003:2021Guidelines for managing psychosocial risks, compatible with ISO 45001.
Safe Work AustraliaModel Code of Practice: Managing psychosocial hazards at work.
WHO Healthy Workplace Framework / ModelCollaborative, continual-improvement approach to protecting and promoting worker health.
Gallup — State of the Global Workplace 2024Engagement and wellbeing trends and their connection with organisational outcomes.
Important
This guide is general educational material. Workplace health and safety obligations vary by jurisdiction and circumstance; obtain appropriate professional advice where needed.
About the author
Phil Manhire
Founder & CEO, Unicorn Consultants
Joined-up advice
How Unicorn Consultants can help
Business challenges rarely sit neatly inside one professional discipline.
Growth & customer success
Business planning, customer success, marketing, social media, copywriting and digital presence.
People & operations
Staff management, culture development, training, motivation, systems, processes and practice management.
Protection & continuity
Estate planning, wealth protection, business continuity, financial management and professional collaboration.
A wider network
Unicorn Consultants can also draw on specialist capability across IT, accounting, insurance, property, employment services, legal matters and other commercial disciplines.
Your next step
What would make your workplace a better place?
If this guide has highlighted a culture, leadership, customer experience or wellbeing issue, the next step is to turn that insight into a practical plan.
🔎
Clarify🧩
Prioritise🚀
Act
Scan to connect
Visit Unicorn Consultants or contact Phil directly.
