There is a proven link between how people feel about their organisation and the service they deliver. We are known for excellent customer service, so we need to understand how people feel about their jobs here and then create the right conditions for them. Our employee survey, a significant investment, has helped us to do just that. By making it voluntary and anonymous, it has given us valuable insights.

To help us evaluate the factors that help us to engage best with people, the survey focused on leadership, communication, values, customer focus, talent management and diversity. It allows us to compare ourselves against internal and external benchmarks and identify best practice.

By identifying “what is going well” and “what could go better” across the group and locally, we can create and monitor action plans that will help us to continue developing as a successful company that cares about its people and customers.