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HOW RSA TRANSFORMED ENGAGEMENT & DELIVERED BUSINESS-CRITICAL INSIGHTS IN A TIME OF UNCERTAINTY
Kam Somal
Group Head of Organisational Development
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WHO WE ARE
300 YEAR HERITAGE
OUR CORE BUSINESSESOUR BRANDS
OUR PRODUCTS
18,000 employees
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A TRACK RECORD OF HIGH ENGAGEMENT
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2013/14 – A CHALLENGING PERIOD FOR RSA
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A NEW INTERNAL BRAND BASED AROUND “CUSTOMER OBSESSION”
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KEY DRIVERS FOR CHANGING OUR APPROACH
Inject some energy
Reduce the focus on “scores”
More authentic insights about how our people feel and what needs to change and how
Align to the things that matter at RSA
Adopt more agile ways of working
Reduce costs
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THE NEW MODEL
Do our people know what we’re aiming for as a business? Do they believe it?Do they know their part in this?
Are our people feeling energised and able to perform at their full potential?
Are our people advocates of the company and our products?
Are the day-to-day practices helping us to achieve our goals?Are we harnessing the energy of our people to drive continual improvements?
Net Promoter Questions
+
FOCUS
IMPROVE
EXCEL
Net Promoter
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters
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THE “SENTIMENT SLIDERS”
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THE “SHOUT OUTS”
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THE NEW REPORTS
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SUPPORTING THE CHANGE IN APPROACH
All leaders at all levels got their reports on the
same day
YouRSAyGoals in new online performance system
Briefing sessions for all leaders
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INEVITABLE CHALLENGES!
• Not knowing what we wanted at the outset
• Loss of historical benchmarks
• Selecting a new partner
• Agreeing the questions
• Not knowing what to expect
• Balancing the quantitative and qualitative
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YEAR 1 IMPACT & BENEFITS
High participation – 77% completion overall
Rich, authentic and actionable insights – circa 80k “Shout Outs”
Reduced costs
Valuable input into strategic projects
Signalled important cultural change
Shifting leader accountability for delivering goals, not scores
"I LOVE THAT YOURSAY IS LESS PRESCRIPTIVE THAN THE OLD SURVEY AND USES EVERYDAY LANGUAGE.
THE OPPORTUNITY TO USE VERBATIM COMMENTS TO EXPLAIN OUR RESPONSES REALLY MEANS THE FEEDBACK IS SPECIFIC AND MEANINGFUL.
PEOPLE'S VOICES HAVE BEEN HEARD AS SENIOR LEADERS ACROSS THE DEPARTMENTS HAVE READ EVERY SINGLE COMMENT."
“THE SHOUT OUTS WERE JUST WHAT WE NEEDED SO THAT WE COULD GET CLARITY AS TO WHAT WE'RE DOING WELL AND AREAS WE CAN WORK ON TO IMPROVE. PLUS THE 'STIGMA' OF THE LEADER'S SCORE RATING WAS REMOVED.”
