Nationwide to learn from staff surveys

Nationwide is to analyse its employee and customer surveys and business
performance figures to find which factors affecting staff satisfaction have the
biggest impact on the bottom line.

Tony Houchen, senior manager for personnel planning at the building society,
said it plans to link the findings of employee satisfaction survey to customer
satisfaction and bottom-line performance to find out where to concentrate
resources.

"If we can focus our efforts as an HR function on those areas which are
most important for our employees but also benefit our membership and business
performance, that is going to give us the pay-back," he said.

John Wrighthouse, head of personnel planning and development for Nationwide,
said it also wants to establish a database with survey specialist ORC
International to compare its staff satisfaction surveys with other ORC clients.

Last year, Nationwide analysed five years’ worth of staff surveys, and found
that base pay is more important to them than benefits. As a result, it altered
pay structure so staff could move from the minimum to maximum level in three
years, rather than seven to nine.

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