Customer delight

Case studies

Employee survey with British Arab Commercial Bank

British Arab Commercial Bank (BACB) is a wholesale bank and a leading provider of trade and project finance for Arab markets.

BACB first appointed ETS in 2001 to handle its employee engagement survey, which has since been carried out every two years.

The survey covers major organisational themes and its primary objective is as a business improvement tool. It allows management to learn of current employee views on a number of issues affecting the employee experience at BACB, to monitor any changes in opinions since the last survey and to measure levels of employee engagement. The survey is paper-based and the latest one carried out had a well above average 79% response rate.

David Crew, Head of Human Resources at BACB, explains what ETS offers as a survey provider:

The fact that ETS takes a tailored approach to surveys was a big factor in BACB appointing them. They were very thorough in understanding our business and identifying drivers of engagement for our employees. We were impressed by the quality of the team at ETS and from the outset and we’ve gone on to build an exceptionally strong working relationship and rapport with them over the years.

David continues:

The project team at ETS are always very responsive to our business needs and the level of service we have is of a consistently high standard, which is why we’ve continued to work with them over the last decade.

ETS works collaboratively with BACB throughout the devising and delivery of its employee survey to ensure all requirements were met. After the completion of surveys, our business psychologists facilitate focus groups to gain additional context from employees and suggestions for improvement, to assist BACB in interpreting the results and determining appropriate action plans.