Transforming Workplace Experience: A 95 NPS Success Story at London HQ

The new HQ aimed to prioritise employee well-being, stimulate innovation, and strengthen community engagement, a workplace where employees could thrive and contribute to groundbreaking medical advancements.

The organisation's vision is encouraging regular and voluntary employee workplace returns, cultivating a culture of care and connection, and seamlessly integrating work-life balance into daily operations. Additionally, there was a commitment to forging deeper ties with the local London borough, enabling internal teams to more effectively collaborate and contribute to the surrounding Camden community.

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The Circles Solution

Circles partnered with the organisation to bring this vision to life through a phased, “test and optimise” approach, ensuring adaptability based on decision maker and employee feedback.

A comprehensive end-to-end employee experience was crafted, enhancing every facet of daily life at the new headquarters:

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Work-Life Balance Services: A dedicated on-site concierge team assists employees with everyday tasks, providing trusted recommendations and hands-on support for travel, dining, home repairs, and more. This 24/7 benefit supports employees across all aspects of their lives, making work-life balance an integral part of the workplace experience.

Employee & Guest Services: A high-touch hospitality team offers a hotel-style welcome, personalised tours, tailored onboarding, and coordination with onsite vendors, ensuring a five-star experience that encourages repeat visits.

Community Engagement: Curated events, including wellness pop-ups, speaker series, farmers markets, and local volunteering, fosters a vibrant culture of belonging within the organisation and the broader community.

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Outcomes

The transition to the new headquarters evolved from a mere relocation to a reimagine employee experience, where employees fell supported, inspired, and eager to return.

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Key achievements included:

• An average of 155 monthly concierge requests – saving employees an average of 3 hours 42 minutes per request.
• 81% of requests submitted during traditional working hours, helping to refocus and allow employee to give more time back to science.
• Hosting 11 monthly community events, strengthening internal and external connections.
• Achieving a 95 Net Promoter Score (NPS), reflecting exceptional employee and guest satisfaction.

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As a result, the headquarters has transformed into a preferred destination, bolstering innovation, culture, and talent retention. The organization successfully:

• Established a thriving, employee-centric culture.
• Positioned the HQ as an attractive hub for top and emerging talent.
• Enhanced employee engagement and well-being from the outset.
• Deepened its role as an active contributor to the local London community.

“Coming to the new HQ doesn’t feel like coming to work. It feels like entering a place where I’m valued — and where I want to be.”

— Employee

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This case study exemplifies how strategic workplace experience initiatives can drive remarkable improvements in employee satisfaction, engagement, and contribute to organisational culture.

At Circles, we specialise in designing and delivering tailored experiences that support your people, foster communities, and make the workplace a destination of choice. Whether you're planning a new headquarters or reimagining your current workplace, we can help you create an environment where employees truly thrive.

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