We know that to remain a successful business we must reflect the customers we serve on a daily basis. We are proud of our diversity and actively encourage people to celebrate the different personalities, skills and experiences that make up the Group. It is central to our values and our identity.
It is one of the reasons why we have such an engaged and motivated workforce with 88% of employees taking part in our employee opinion survey this year.
Yet again we have seen positive results, maintaining an engagement score of 78% – 33 points higher than when we first ran the survey in 2014. The percentage of employees who are proud to work for the Group also remains at an impressive 91% while 85% tell others that the Group is a great place to work.
91% of peopleare proud to work for the Group
We have an open culture of dialogue between management and staff at all levels. This is underpinned by an Employee Representative Body (ERB) which is made up of colleagues elected by their peers to represent their views at divisional and Company-wide level. All of our employees are also free to join a trade union and we have good relationships with those union representatives with which we come into contact. Our gross turnover rate for 2018 has increased to 17.0%.
The Group runs ‘Idea Lab’ rewarding employees who generate solutions to improve our customers’ experience and make the business more efficient. This has empowered people to think differently and share their creativity.
Some of the highlights include:
- Providing customers with a simple how to claim guide at point of sale will help customers understand our claim process from the beginning of their relationship with DLG
- Notifications to remind colleagues of closing dates for each sites’ Chief Exec Award nominations now go to everyone across the organisation to make sure all colleagues have the opportunity to have their submissions considered by local teams. There is now an banner on the home page of our intranet sharing this information.
- Altering the wording on chase letters to advise customer to ignore if they have already renewed their policy will reduce the number of incoming calls to our contact centres.