The Challenge
A global retail brand with a large, distributed field organization knew it was losing people it wanted to keep—but not where, or why. The signals lived in different places: terminations in the HRIS, sentiment in engagement surveys, context in the heads of district leaders. Like most people teams, they had plenty of data. What they lacked was a fast way to turn it into action.
The Approach
The team asked the Surface Agent simple questions in plain language.
Surface Agent Prompt: “What are our biggest areas of regrettable attrition? What can we do to manage them?”
From there, Surface did the work of a full analytics engagement, in minutes, not months.
- Found the pockets: Termination data showed regrettable attrition wasn’t everywhere—it concentrated in a handful of field districts, overwhelmingly among first-year employees. A company-wide problem was actually a focused, fixable one.
- Diagnosed the drivers: Connecting those patterns to engagement data, hotspot districts scored high on brand pride but soft on intent to stay—pointing to early-tenure experience, manager support, and expectation-setting, not culture or pay.
- Built the plan: A targeted early-tenure retention sprint for the highest-impact districts: a stronger manager rhythm for new hires, realistic job previews, and structured stay conversations in the first weeks—with metrics to scale what works.
The Impact
Questions that would have taken weeks of analyst time—or an expensive consulting engagement—were answered in a single conversation. The team had a plan ready for leadership approval within days and the company now has a repeatable way to spot emerging retention risks before they escalate.
Intelligence, meeting action.
