Hr ops · Production
PandaDoc uses Lattice to lift eNPS from -16 to +25 by empowering managers with real-time engagement data and AI support
The problem
PandaDoc's eNPS declined to -16, signaling a culture problem that HR alone could not fix — it required managers across the organization to take an active role in understanding and acting on employee feedback, replacing a once-a-year engagement exercise with something continuous.
Workflow diagram · grounded in source
1
eNPS decline triggers action
trigger
“When PandaDoc saw its employee Net Promoter Score (eNPS) decline to -16, the People team knew it was a signal that something needed to change”
2
Real-time sentiment visibility
integration
“Leaders gained real-time visibility into employee sentiment”
3
Custom manager team views
output
“custom views empowered managers to understand how their teams were performing and where support was needed”
4
AI support for faster action
ai_action
“AI support so they could act on feedback faster”
5
Continuous disengagement monitoring
integration
“Today, the company uses Lattice to identify early signs of disengagement, take action on employee feedback in real time”
Reported outcome
PandaDoc's eNPS improved from -16 to +25 as managers became more proactive.
The company now uses Lattice to identify early signs of disengagement and act on employee feedback in real time.
Reported metrics
eNPS baseline (problem state)-16
eNPS post-intervention+25
Reported stack
Lattice
Frequently asked questions
What did this team achieve with this AI workflow?
PandaDoc's eNPS improved from -16 to +25 as managers became more proactive.
What tools did this team use?
Lattice.
What results were reported?
eNPS baseline (problem state): -16; eNPS post-intervention: +25 (source-reported, not independently verified).
How is this hr ops AI workflow structured?
eNPS decline triggers action → Real-time sentiment visibility → Custom manager team views → AI support for faster action → Continuous disengagement monitoring.