If conducted correctly, surveys can have tremendous impact on turnover. One financial services company began the survey process with an annual turnover of 55 percent. Instead of the "usual" survey, this company decided to implement a new "business focused" survey that would allow them to develop specific action plans to address key business issues. The key questions involved issues over which a manager had some control. Managers designed the questions to reflect drivers of agent satisfaction, engagement, and retention (e.g., "How likely are you to leave the company?". Once the agents answered the survey, managers determined which items in the survey most highly correlated with turnover and focused on these first. The company engaged the agents to help design the solutions - ensuring the "voice of the employee" could be heard in the solution. The following year, the turnover rate dropped to 22 percent and then to 14 percent after a second survey.