After engagement scores flagged a culture problem, PandaDoc used Lattice to put managers in the driver’s seat — giving leaders real-time visibility, custom team views, and AI support so they could act on feedback faster and improve retention.
Lattice gave our managers the structure to drive culture where it actually lives — because HR doesn't own the culture. We need managers to help drive that.
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. Improving culture couldn't be owned by HR alone, it required leaders and managers across the organization to take an active role in understanding employee feedback and driving meaningful action.
With Lattice, PandaDoc transformed employee engagement from a once-a-year exercise into a continuous improvement process. Leaders gained real-time visibility into employee sentiment, while custom views empowered managers to understand how their teams were performing and where support was needed. By creating greater accountability, surfacing actionable insights, and enabling managers to respond quickly to employee concerns, PandaDoc made engagement a shared responsibility across the company.
The results were significant. As managers became more proactive and leadership reinforced the behaviors that mattered most, PandaDoc's eNPS improved from -16 to +25. Today, the company uses Lattice to identify early signs of disengagement, take action on employee feedback in real time, and build a stronger culture at scale, proving that lasting culture change happens when people and technology work together.
