Company
The Relay Method
Most organisations already know something is wrong before anyone says it out loud. A team loses energy. A good person quietly starts looking elsewhere. A manager senses tension and dissatisfaction but doesn't have the language for it, let alone the data.
0.Introduction
Workplace feedback is broken, useless… political. Here's how we think about fixing it.
Most organisations already know something is wrong before anyone says it out loud. A team loses energy. A good person quietly starts looking elsewhere. A manager senses tension and dissatisfaction but doesn't have the language for it, let alone the data.
The tools built to surface these signals have, almost universally, made the problem worse. Annual surveys arrive too late, ask too much, and return data so stale it's useless by the time leadership sees it. Worse, they're designed around the organisation's need for reporting, not the employee's need to be heard. The result is a system nobody trusts and that nobody uses in a candid, honest, way.
1.We’ve built Relay on a different premise.
Trust is the product. Everything else (the weekly cadence, the anonymity, the channels, the summaries), is in service of one thing: making it genuinely safe for people to say what they think. Not safe in a legal sense. Safe in the sense that your words won't be traced back to you, won't be weaponised against you, and won't disappear into a spreadsheet nobody reads.
We are opinionated about this. We will not compromise anonymity for richer reporting. We will not add complexity that serves HR dashboards at the expense of the person on a night shift checking WhatsApp. We will not help organisations do performative listening. We will help them actually do it.
Frequency over depth. A 30-second weekly check-in captures something an annual survey never can: momentum. The direction things are moving matters more than where they are. A team trending down from 8 to 6 needs attention. A team trending up from 5 to 7 is telling you something is working. Point-in-time data hides both.
Closing the loop is not optional. Collecting feedback without responding to it is worse than not asking at all. It tells people their voice doesn't matter. Relay is built around the idea that listening and responding are the same act. Every week. Even when the answer is "we don't know yet" or "we can't fix this immediately, but we heard you."
This is the Relay Method. It's how we build the product, how we think about feedback culture, and how we work with the organisations that trust us with their teams.
2.What we Believe
Anonymity is a commitment from us
True anonymity is harder to build than most tools admit. When teams are small, even aggregated data can reveal individuals. When sentiment is strongly negative, there's always pressure on leadership to find the source. And when anonymity is compromised, even once, it never fully recovers.
Relay is designed so that we cannot identify individual respondents, even if asked to. That's not a gap in our reporting. It's a deliberate architectural decision. Organisations that use Relay for genuine insight rather than surveillance will get better data, better trust, and better outcomes. We've built the product to make that the only option.
Weekly cadence creates a different kind of data
You wouldn't run your business off quarterly traffic or revenue data. So why run your people strategy off quarterly engagement scores? Weekly feedback gives you what every other operational metric gives you: movement. And movement is insight.
A team sitting at 77/100 is not the same team that started at 50 and climbed to 70 over three months. It's not the same team that started at 90 and slipped to 57 after a restructure. The numbers are different to the story. Relay is built to surface the story and to keep expanding on it over time.
Response rates are a trust metric, not a participation metric.
When response rates drop, most tools tell you to send more reminders. We think that's wrong. Low response rates are a signal in themselves, of disengagement, of distrust, of survey fatigue. Chasing participation with pressure produces compliance, not honesty.
The right response to low participation is to close the loop better, not to nudge harder. Show people their feedback has been heard, show them something changed… Then watch what happens.
The employee experience is the customer experience.
The Service-Profit Chain is not a new idea but most organisations treat it as theory. Relay operationalises it. Employee satisfaction is a leading indicator of customer satisfaction, which is a leading indicator of commercial performance. We track what matters upstream so you can act before the downstream consequences arrive.
3.What we won't do
We think knowing what you're not building is as important as what you are. We won't design for HR departments at the expense of the team giving feedback. The primary user of Relay is not the executives, it's the employee who gets a message on their phone on every week and decides in two seconds whether to answer it honestly. Every product decision starts there.
We won't compromise anonymity for richer reporting. There are things we could surface, like individual response patterns, timing data, cross-referenced sentiment, which we've chosen not to. Not because it isn't interesting but because the breaking trust with the team isn't worth it.
We won't help organisations do performative listening. Relay is not a tool for signalling that you have a feedback culture. But it is a tool for building one. The difference shows up in the data within weeks.
We won't build an annual survey mode. If you want to run a survey once a year, there are excellent tools for that. Relay is built around a different rhythm entirely, and we've made peace with the fact that it's not for everyone.
We won't replace the human response with a dashboard. Data surfaces the issues for leadership to addresses. Relay provides the former; we can't do the latter for you. But we'll make sure you always know where to look.
4.How it works
The Check-in
Every week, at a time and day your organisation sets, Relay sends a single check-in to every member of your team. It takes 30 seconds. It asks how they're feeling, and it gives them space to say why.
No login required and no app to install. It arrives through the channels your team already uses like SMS, WhatsApp, email, Slack, Microsoft Teams. And it's designed to be answered in the moment, not scheduled for later.
The simplicity is intentional. Friction is the enemy of honest feedback. The easier it is to respond, the more honest the response. The gut response is a more candid reflection of their feelings.
Anonymity by design
Responses are anonymised before they reach any dashboard. Individual responses are never attributed. Aggregated results are only shown when a minimum threshold of responses exists, which means small teams are protected, not exposed.
Administrators see comments and derive themes. Opinions about individuals behind the comments are taken away. They see sentiment, not the sources of that sentiment. That's not a limitation, it's core to the the design and outcomes we want to see.
The weekly summary
Every Monday, nominated leaders receive a summary of the previous week's feedback. It surfaces key themes, sentiment movement, response rates, and unresolved issues from prior weeks. It's designed to be read in five minutes and acted on immediately.
The summary is not a report. It's a prompt. The question it's asking every week is: what are you going to do about this?
Multi-channel delivery
Relay meets people where they are. For a creative team in a studio, that might be Slack. For a nursing team on a night shift, it's SMS. For a distributed sales team, it might be WhatsApp or email. The channel is configurable by the person receiving the survey. The cadence is consistent. The experience is the same.
This is how you get genuine representation. Not just from the people sitting at desks who are most likely to complete online surveys, but from the people whose experience matters most and who are hardest to reach.
5.How we read the signal
The story and momentum is what matters
A single week's data is context. But the true insight is in the trend. Is the actions within the team week on week creating the right story? Relay is built to show you direction of travel in the business. Are things getting better or worse, and how fast?
When you see a sudden drop in sentiment, you want to know what happened that week, not what the average score is. When you see a steady climb over two months, you want to understand what changed, what had the right impact and what should you keep doing.
What sentiment actually means
Positive sentiment tells you people feel good right now. That's worth knowing, but it's not the end of the story. It’s also static and not very actionable.
Negative sentiment is not a failure. It's incredibly valuable information. A team willing to tell you things are hard is a team that trusts the process and the leadership. A team that never says anything negative is a team that has learned not to bother. Disengagement in this way is dangerous.
The signal that matters most is change. Something shifted. Find out what.
Response rates as data
High response rates indicate psychological safety. People believe their feedback is safe and that it matters. That they can contribute to the teams success.
Declining response rates are an early warning signal. They almost always precede other problems: higher turnover intent, reduced engagement scores, cultural drift. Treat them accordingly.
When response rates are low, don't just send more reminders. Close the loop better. Communicate more openly. Show action from the information you receive.
6.How Relay communicates
A method for listening should have a method for talking. Here's ours.
We communicate systematically, not reactively. When something needs to be said, about how to use the product, about anonymity, about what the data means, we try to say it to everyone, through consistent channels, in a form that lives beyond the conversation.
That means documentation that answers the question before it's asked. It means a changelog that explains what changed and why. It means product messaging that reaches all customers at the same time, not some customers when they happen to raise their hand.
For us, this is a philosophical position. The way Relay talks to customers should reflect the way Relay thinks organisations should talk to their teams: consistently, openly, and in a way that closes the loop for everyone, not just the loudest voice in the room. If we solve the problem for all, everyone benefits.
If you have a question about how Relay works, the answer should already exist. If it doesn't, we'll write it, and then it will exist for the next person too.
7.The business case
We've kept the stats brief because we think the argument stands on its own. But for those who need the numbers:
Research consistently shows that a 5% increase in employee engagement can drive meaningful revenue uplift. Organisations in the top quartile of engagement see approximately 21% higher profitability and 17% higher productivity. Companies with high engagement have up to 59% lower turnover.
Relay customers who close the loop weekly by acknowledging feedback even when they can't immediately resolve it, see measurable improvements in engagement scores within the first quarter.
These are critical business metrics. Employee sentiment is a leading indicator of business performance. Most organisations find out what their teams were thinking six months after it mattered. Relay tells you now.