“Using Leapsome, especially for engagement surveys, saves me hours. I used to collect everything in Excel, run calculations, and compare results manually. Now it’s all in one place — it’s faster, easier, and gives us clearer data.”
How TicketSwap replaced manual HR work with scalable people processes using Leapsome
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“Using Leapsome, especially for engagement surveys, saves me hours. I used to collect everything in Excel, run calculations, and compare results manually. Now it’s all in one place — it’s faster, easier, and gives us clearer data.”
TicketSwap is a secure and trusted ticket marketplace, active in 36 markets and connecting with over 15 million fans worldwide. The platform helps people find tickets for festivals, concerts, sports events, and theater shows — essentially anything that can be delivered as an e-ticket.
As the company expanded internationally, its People & Culture team focused on creating a supportive, inclusive, and growth-oriented workplace. TicketSwap aimed to ensure employees had the clarity, feedback, and opportunities they needed to thrive. But as the team scaled, so did the complexity of its people processes.
Performance reviews were run through a rigid, hard-to-use system. Engagement surveys were built in Google Forms, requiring hours of manual work and offering limited visibility. With results siloed in manual systems, managers didn’t have easy access to survey outcomes or team feedback, which slowed down feedback cycles for everyone.
”Before Leapsome, we were using a complicated system for performance reviews and Google Forms for engagement surveys. As we grew, we needed a platform that could give us better insights and make our lives easier — something more professional and easy for everyone to use.”
TicketSwap didn’t just want a tool to digitize old processes; it needed a platform that would support its people operations as the company matured. From day one, Lianne and the team were looking for a more connected, flexible way to run key cycles like engagement surveys and performance reviews.
Leapsome offered a clear answer: a user-friendly platform that gave the People team a better overview of employee performance and made those insights available to everyone who needed them.
”One of the most impactful things we implemented was the engagement survey. We focused on professional growth, culture, and leadership as part of our company OKRs. Leapsome helped us track progress each quarter, and we achieved great results.”
By combining surveys, reviews, and goal-setting into one platform, the team could connect the dots between engagement and performance and respond faster to what was happening in the company.
One of the most significant changes since adopting Leapsome is that manual work has no longer bottlenecked feedback cycles. The People team saves hours every quarter, and managers now have direct access to the data they need — helping them respond quickly and support their teams more proactively.
This shift toward shared ownership made it easier for managers to support their teams directly. Instead of waiting for HR to compile and interpret results, they could check engagement data themselves, start conversations sooner, and respond in more personal and timely ways. Employees saw that feedback was being taken seriously, not delayed or filtered through layers.
It also made it easier to track whether company-wide efforts were having the right impact. In 2024, the People team tied engagement focus areas like leadership and professional development to OKRs and set clear improvement targets.
”At the beginning of 2024, our engagement score for professional growth was 6.4 out of 10. We set a goal to reach 7 by the end of the year — and we did. For management, team, and strategy, we started at 6.8 and ended the year at 7.4. Leapsome helped us track this progress quarter by quarter.”
Just as importantly, Leapsome helped the team connect performance, engagement, and goals, creating a fuller picture of how people were doing and what might be influencing their experience.
Looking ahead, TicketSwap is continuing to build on the foundation it laid with Leapsome, with a renewed focus on employee growth and alignment. The People team's two top priorities in the coming year are professional development and engagement, and both will be supported more deeply through the platform.
The team plans to roll out individual growth plans through Leapsome’s Goals module, connecting day-to-day work with broader company OKRs. This will help employees grow in their roles and clearly see how their contributions shape the company’s direction.
”Having engagement, goals, and performance reviews in one platform lets us connect the dots. If performance dips, we can check engagement scores or goal progress to understand why. That’s the power of having everything in one place.”
As TicketSwap continues to grow, Leapsome remains a key part of how the company supports meaningful development and builds a workplace where people can do their best work.
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