Reinventing the feedback platform
We managed the delivery of Nationwide’s new feedback platform and development of the surveys in two phases.
The first phase saw delivery of the platform. At around the same time, Nationwide’s in-house experts drafted a new ‘Leadership Principles’ survey. Our collaborative approach to the programme can be seen in the fact that they then asked our business psychologists to review the survey to advise on any tweaks needed.
We also added the questionnaire builder functionality to Nationwide’s platform so that, in future, they can create and roll out their own surveys. During this initial phase the ETS project team that supports Nationwide oversaw the build and testing cycles as well as providing training and support to their admin users.
The second phase, recently completed, has involved the design of a survey to support the new Nationwide Development Framework. This behavioural framework containing 15 competencies is due to launch at the start of November and the ETS feedback survey will form an integral part of the ongoing support material for it.
Supporting different business needs
Nationwide’s first use of the new ETS feedback platform was to support their ‘Leading for Mutual Good’ (LMG) programme. This development initiative focuses on the leadership culture within Nationwide and aims to equip leaders and join together the organisation’s mutual values and heritage along with running a successful business. Having initially rolled this out to their leadership 200 group, Nationwide has since widened this to include all of their leadership 1000.
Julie Foster comments:
“We wanted a way to measure how frequently the behaviours we’re looking for were being displayed both before attending the programme and at a period of time afterwards. The feedback tool that ETS has created does exactly that for us and is a definite upgrade on the previous and cumbersome paper-based process.”
So far over 450 have been invited to take part and, by the end of the year, it is expected that 1,000 people will have participated.
Updating the system
Together with the team at Nationwide, we implemented a number of other changes to help leaders and their feedback providers to get the most from the 360 degree feedback programme. This included halving the completion time of the questionnaire in response to feedback.
The 360 tool that ETS devised for Nationwide offers a broad range of reporting functions. Like the rest of the system, we made changes to the 360 reports to ensure they better fit the business needs.
Nationwide was keen that the reports reflected situational leadership and moved away from ‘good’ and ‘bad’ language to something more meaningful and relevant to peoples’ roles. For example, how visibly certain behaviour is displayed and how effective this is for roles.
Individual reports now offer a high level view of self and others’ ratings aligned to each behaviour; each behaviour having three questions associated to it, thus helping to focus development actions.