Xref

Interview with Warrigal's CEO about their use of Xref

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Warrigal, a leading aged care provider, has a large workforce and extensive facilities. The organisation has approximately 2,300 staff and over 500 volunteers. Jenny Hutchins, the CEO, noted that Warrigal has grown from an organisation with 600 or 700 staff members to its current size.

Warrigal's services are delivered across 13 residential care homes and 12 villages. The residential care homes have nearly 2,000 beds. Additionally, its senior living facilities include around 600 villas, apartments, or units. The organisation also provides support for approximately 1,400 customers through its home care programs.

Xref's "Engagement Survey" platform was instrumental in helping Warrigal achieve positive change and secure two of Xref's awards. Warrigal was recognised with both the Best Workplace 2025 and Change Champion Awards from Xref. These accolades acknowledge organisations that effectively use employee feedback to foster a positive and improved work environment.

Following their initial survey, Warrigal developed and executed action plans based on the feedback received. For an area with particularly low scores, they took the significant step of bringing in an external investigator and conducting a pulse survey to demonstrate their commitment to addressing staff concerns. Leadership, from the executive team downwards, was actively involved in encouraging participation and showing accountability for the results, which built trust among employees.

These efforts yielded remarkable results in the second survey:

The response rate jumped from 76% to an impressive 98%.


On average, the organisation improved by 8% across all 73 survey questions.


Operational benefits included a reduced staff turnover rate of 10-11% and a decrease in unplanned leave by as much as 40-50% in some areas.


Jenny Hutchins views the awards as a validation that Warrigal is successfully creating a supportive environment where employees feel heard and valued. This trust and subsequent positive change highlight the effective use of the survey platform.

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