Customer delight

Case studies

Bupa employee survey

Bupa, a global health and care organisation with customers in 192 countries and 50,000 employees, chose ETS as their employee research partner. The annual employee survey gives an insight into topics at all levels of the organisation and informs the people strategy. Bupa sees a clear relationship between employees' views, the performance of the business and customer satisfaction.

The current survey of 18,000 people in six languages across 10 countries is designed to help the organisation understand employees’ issues and their views on the performance of the business. Barry Dyer, Group Organisation Development Director, has run the employee survey for a number of years.

The organisation works hard to involve as many people as possible because their views inform the changes needed to improve the organisation and delivery of our services to the customer.

ETS has worked with Bupa over four years, developing and administering tools that makes it as simple as possible for people to give feedback. This has proved successful with a response rate of 85% for the online and paper-based survey.

The survey is used to drive positive change throughout the organisation. At the organisational level, the results identify big, common issues that are prioritised for action. Business units, teams and individual managers (with more than four respondents) are tasked with building action plans to address issues at their level. Managers also use the results to feed into development plans.

In ETS, Bupa found a supplier with experience in online and paper-based administration. ETS was also brought on board because it could build a solution that met Bupa's needs rather than offering something on the basis that it worked in another organisation.

I would describe ETS through the relationship of those who work there. I have found them responsive, flexible and focused on getting the right results. They are very friendly and there is a sense of pace and purpose. Certainly, I enjoy it.

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