Customer delight

Case studies

Bupa 360-degree feedback tool

Bupa chose ETS as its partner for a 360-degree feedback tool that is a critical part of the organisation’s leadership development programme. Bupa is a global health and care organisation with customers in 192 countries and 50,000 employees.

The feedback programme has focused the attention of managers and their teams on the critical leadership behaviours. Its success lies in the continual nature of the improvement seen in managers’ behaviour.

Barry Dyer, Group Organisation Development Director, is responsible for the programme:

The 360-degree feedback tool focuses on those behaviours that Bupa sees as most important for every leader in the organisation. It forms part of a continual development process for our managers, who can use it at any time after completing the development programme.

ETS was chosen above a number of suppliers on account of their flexibility and willingness to find out what Bupa wanted from the process. They built a solution around our requirements rather than offer an off-the-shelf solution for us to shoe-horn our requirements into.

Part of ETS’ role was to help define a tool for use in English that could be easily used by managers and teams all over the globe for whom English is not a first language. This need informed everything from how team members provide feedback through to the way that managers receive that feedback so that they could use it to develop.

We had three requirements for ETS: being clear in terms of cost, outcomes and the project plan. They delivered against those criteria and it’s worked particularly well.

Bupa had a solution in mind before selecting ETS as a partner. However, the Bupa tool is better than the original concept as it had input from two perspectives: that of the solution designer (ETS) and also the client in terms of their requirements.


    The Bupa logo and trade mark are the property of Bupa and are used here under licence from Bupa.