Page 21 - Granite Group - 2022 Colleague Engagement Survey

Key observations
The results and comments provided support that we are very focused on serving our customers needs, which is extremely encouraging.
However, systems and processes are viewed as not always being customer-centric, with 36% feeling that our systems and processes do not provide the best possible service to our customers.
Key observations
There is a huge amount of positivity about our people
with high praise for our teams, managers and departments and it is encouraging to see so many colleagues engaged with the company and their roles.
What we are doing
Launched our customer satisfaction (CSAT) and Net Promoter Scores (NPS) which focuses on customers’ needs, expectations, understandings and how we can improve our products and services for them.
Working with department managers to identify inefficient processes throughout the business and create a plan for our continual improvement. This includes Project Spring in our Private Car and Commercial Vehicle teams.
Rolling out a refresher module for our telephony-based agents
to provide colleagues with the confidence to recognise and support vulnerable customers.
What we are doing
Staff events have been missed as a result of the pandemic and WFH, and more events in the future will hopefully restore the sense of community some colleagues have missed during the pandemic.
Customers & Engagement
Customers & leadership 21