Customer delight

Case studies

Land Securities engagement survey

Land Securities is the UK's largest Real Estate Investment Trust with a commercial property portfolio worth over £10 billion.

Land Securities has partnered with ETS for five years on the survey, during which time it has changed from being an opinion survey to being an engagement survey of the company’s 700 employees.

The survey’s value comes from what is done with the results. At a group level, HR presents the results to the Management Board who take group actions. Action planning does not stop there, however. Management reports are published at a team and manager level so that actions can be identified and owned locally. In this instance, Land Securities runs action planning through the HR function, which is a key to the success of the initiative.