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Case Studies

The British Medical Association (BMA)
BMI Healthcare
Nuffield Health
South Western Railway
Port Of London Authority
The Harwoods Group
DB Schenker Rail (UK) Ltd
Majestic Wine
Greenwich Leisure Limited

The British Medical Association (BMA) is the trade union and professional body for doctors and medical students in the UK. Survey Solutions have been privileged to partner with the BMA to assist them on their employee engagement journey since 2007.

Accessible private health care, medical and surgical services from BMI Healthcare, one of the largest quality private health care providers in the UK, across more than 65 locations.

Nuffield Health offers 31 private hospitals, 77 Fitness & Wellbeing gyms and many corporate locations and medical centres.

South Western Railway operates around 1,600 trains a day on a network in the South and South West England. They serve more than 200 stations and employ around 4,500 people.

The Port of London Authority works to ensure navigational safety along the tidal Thames, sharing its marine, environmental, planning and other expertise to promote use of the river and safeguard its unique marine environment.

Harwoods has been the leading motor dealership group in the South of England for over 80 years. The company has built up a loyal base of customers through its dedication to customer service which remains at the forefront of its business ethos. Harwoods Group employs c.1000 staff and was looking to introduce a mechanism to measure employee engagement across the company

DB Schenker Rail (UK) Limited is a leading worldwide transport and logistics provider. Its business in the UK focuses on extensive rail operations.

Majestic Wine is the United Kingdom's largest specialist retailer of wine, stocking wines for every occasion

GLL is the UK’s largest social enterprise. As a not-for-profit organisation they deliver sport, leisure and cultural services to local communities across the UK. Operating and growing successfully for 25 years, GLL makes community services and spaces better for everyone. “Our people invest time, energy and effort into helping and improving communities through the services we offer - and with great results”.

Selected

Engaging staff to develop ground breaking solutions.

What was the challenge?


The BMA has recently been through a major transformation programme to refine its purpose and aims, eliminate any inefficiencies, and equip it for the future to provide the best proposition to its members. As part of this, many departments have been restructured and business plans put in place for all Directorates. Work on internal and external values and behaviours has also taken place.  
 
As part of this programme, the BMA undertook a measurement of employee engagement in 2016, to understand employees’ views about a range of aspects of the employment experience, to identify key issues and indicate any priorities for improvement, as well as highlighting areas of success and good practice.  In 2017, the BMA wanted to measure the progress made in the previous 18 months and asked Survey Solutions to run another survey.   
 
How did Survey Solutions help?

We provided the BMA with:


  • Development of a comprehensive questionnaire o Full survey management and assistance 
  • An online platform for employees to complete the survey
  • A suite of static and dynamic (online) reporting featuring our one-touch download reporting tool
  • A video to communicate the survey results to its staff o A presentation of results to the Executive Management Team o Expert knowledge and insight through all stages of the partnership  

Survey Solutions have a good understanding of the business and the aims and objectives as to why we undertake the survey. They are very flexible, providing excellent reports/information and support in presenting this back to the business. 

Any noted results so far? 

Support (from Survey Solutions) allows us to provide a comprehensive plan to feedback the results and engage staff in developing solutions.

Alan Farmer, Director of HR
 

The British Medical Association (BMA)

Background

BMI Healthcare is the largest private healthcare provider in the UK with over 70 hospitals and treatment centres. Having conducted an employee survey in house for the last two years this was the first time that the company have run the survey externally.

Survey Methodology:

The key aims of the survey were to gain information to help BMI Healthcare make improvements in the employee experience, in particular to:

- Measure satisfaction, motivation and engagement

- Understand what is driving engagement

- Highlight what is working well

- Identify any issues affecting employee motivation and performance

In summary:

  • 9,229 employees invited to take part in the survey, with approximately two thirds taking part online and a third through a printed questionnaire
  • The printed survey was distributed to 59 hospitals and the online survey was administered using a private link  
  • The survey was live for 3 weeks and all employees were invited to participate
BMI Healthcare

1. What was the challenge that brought about the internal decision to seek a customer/client survey provider?

We decided to seek a provider to help us track and respond to our customer’s opinions.  It is really important to us as a company to find out where we can improve and also to reward great performance. 

We also wanted to ensure consistency amongst reporting, enabling the business to manage the reporting and interrogate the data themselves and online reporting portal

For the Physio and Health Assessment Surveys, the client agenda really drove the business case by wanting a more professional look and feel to the reporting.

2. How are the surveys helping you as a business?

The data from the surveys are invaluable to us.  We can track the performance of all of our products and services continuously so we can understand whether our customers are happy or not.  It is vital that we keep an eye on this and prevent any ongoing issues that could impact our customer’s satisfaction.

3. What improvements have been seen as a result?

Since implementing these surveys, we have seen a trend in improvements across the fitness sites.  Both teams at the fitness sites and head office now have a real focus on putting our customers first and rely on the survey results to make sure we do so. 

4. How do you find working with the Survey Solutions team?

The team at Survey Solutions are helpful, responsive and innovative.  The surveys run seamlessly and the portal is continually improved to suit our needs.  Having such a bespoke service makes a real difference to our company overall.

Nuffield Health

Background

"We have used Survey Solutions feedback reports for several years as part of a development tool for all our managers and by using our company competencies as the framework the reports were able to identify strengths and development points for managers.

When we produced our new business plan, the development of our managers was identified as an area to be improved and the feedback reports were considered to be an ideal way of doing this".

Developing our people

"We contacted Survey Solutions as we had developed a competency matrix based on personal development for our managers as part of a new appraisal process.  Working with Erin we were able to develop a new feedback reporting system based around our competency matrix containing a pertinent question bank with scope for in depth comments to be recorded.

Our board of directors were so impressed with the initial design and detail of the feedback reports that they volunteered to be our ‘pilot’ group.  We received detailed feedback from each director on how well the report identified strengths and developmental points and how this linked into our ‘in house’ personal development planning.  The directors agreed to implement the reports within their own areas of the business starting with their heads of department".

Conclusion

"The feedback reports are providing the individual with clarity on what they do well and why and equally on areas where improvements can be made.  The reports have certainly made managers more self aware and through personal development planning beginning to enhance their leadership capabilities in particular".

South Western Railway

Background

Survey Solutions have been working with the Port of London Authority since 2015.  The annual surveys have helped the PLA monitor and improve the levels of engagement and satisfaction.

Outcome

When asked: What effects are you seeing in your business as a result of your focus on engagement?

PLA: Increased communication, cross team interaction, increased morale (in some departments but not company wide), decreased absence levels and increased productivity.

Port Of London Authority

The challenge: delivering on commitment


What was the challenge that brought about the decision to seek an external provider for the Harwoods Group Engagement Survey Programme?

“There was no particular challenge other than delivering on a commitment from the board that they would conduct an employee survey each year. We reviewed the market of providers and chose Survey Solutions because of their online capability”


How we helped: driving employee engagement further

How has the survey/reporting helped the organisation?

“The survey has helped the organisation to validate their thoughts, focus on the right things to drive further employee engagement whilst  measuring improvements from actions taken in from the previous survey”


The results: significant improvements  & embedding of vision and values


What have been the results/outcomes/noted improvements?

“The results showed significant improvements had been made in company wide communication, the Groups vision and values had been embedded from launch 2 years ago and that the overall engagement score was still very strong”

The Harwoods Group

The Challenge

  • To grow Employee Brand
  • Increased focus on Employee Engagement
  • Gain the employee opinion of entire workforce

The Solution

  • Survey entire workforce and benchmark current levels of employee engagement
  • We kept the core questions the same and have flexed other as our needs have matured
  • Developed Employee Engagement Champions to implement new initiatives that have been reflected in our improved Employee Engagement scores

The Results

  • Year on year increase in percentage of staff who ‘intend to still be working for DB Schenker Rail (UK) in 12 months’ time’
  • Improved overall engagement score year on year
  • Response rate improved per pulse study
DB Schenker Rail (UK) Ltd

Majestic Wine is the United Kingdom's largest specialist retailer of wine, stocking wines for every occasion. Majestic Wine aims to inspire everyone to discover and explore the magic of wine. Their range is innovative, vibrant and diverse, whilst representing the best quality and value.  With some of the best trained people in the business, they aim to share their enthusiasm and expertise to encourage their customers to explore the world of wine.

Majestic Wine commissioned Survey Solutions to conduct their People Survey.  The survey successfully completed, having achieved the objectives agreed pre–launch.

The key achievements of our partnership with Majestic Wine has been detailed as follows with contributions from Louise Ellis - People Director for Majestic Wine:

The challenge: Making Majestic a better place to work

What was the challenge that brought about the decision to seek an external provider for the Majestic Engagement Survey Programme?

"Our focus at Majestic is to make it a better place to work and we wanted to know what our teams thought about working for us so we can improve where we might be going wrong and get even better at what we are doing well”.

How we helped: Invaluable Insight

We provided Majestic with a suite of static and dynamic reporting, allowing them to:

  • Have a streamlined approach to the survey and reporting 
  • Utilise a simple but insightful report that draws on the insights from results and presents these in a clear and actionable format
  • Be able to internally and externally benchmark Employee Engagement scores
  • Interrogate data by using our intuitive online Results Tool to produce subgroup reports and to analyse the open comments provided

We asked Louise to comment on how the survey and reporting tools helped Majestic to inform objectives to make them a better place to work:

“The survey outputs give us invaluable and regular insight into how our teams are feeling particularly about the changes we are implementing as part of our three year transformation plan”.

The results: Focus on Improvement

What have been the results/outcomes/noted improvements at Majestic Wine?

“The survey outputs give us invaluable and regular insight into how our teams are feeling particularly about the changes we are implementing as part of our three year transformation plan”.

Majestic Wine

The Challenge:

There had been a lot of change and growth at GLL with many new leisure facilities being brought in across the UK – as they all came from previous employers, they had different cultures and historically different ways of working. GLL wanted to obtain meaningful information to help GLL make improvements in their staff experience and learn about how well new partnerships had been integrated into the business.

 

How we helped: When the organisation needs a Meaningful survey

We provided GLL with:

  • Design of a comprehensive questionnaire
  • Full survey management and assistance
  • An online platform for employees to complete the survey
  • A suite of bespoke static and dynamic (online) reporting

featuring our one-touch download reporting tool

  • Action-planning pack for managers
  • A video to communicate the survey results to staff
  • A presentation of results to the senior leadership team
  • Expert knowledge and insight through all stages of the partnership

"We were able to design questions that linked to key themes in our organisation whilst also using nationally-recognised questions to allow for external benchmarking.

The fact that the survey was hosted by an independent organisation gave our people the confidence to be honest in their answers and ensure managers were data rich in terms of the people agenda actions and improvements that can be made to increase engagement levels and improve business performance."

 

The Results: 

"Survey Solutions provided a professional and quality service. They worked in partnership with us and agreed project milestones, ensuring we were very clear of the steps required to run an authentic and meaningful staff survey.

The outcome of the project is not to complete the survey but ensuring that action is taken on the back of information generated. We were keen to make the connection between engagement levels and business performance with our managers. Giving managers access to the online tools (whilst maintaining confidentiality) ensured their ownership and accountability.

We are working with managers who received poor engagement results to ensure that action is taken."

Lorraine Patrinos, Associate Director of Learning & Organisational Development (GLL)

Greenwich Leisure Limited

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