The level of employee engagement, compliance with our policies and people management standards are monitored at divisional level through employee and customer feedback and internal human resource management systems.
The views of our employees matter. To gauge engagement in the business, we conduct separate employee surveys. The examine employee opinion on a variety of aspects of our business including issues such as safety, employee morale, working environment and manager relations.
Highlights of our latest surveys are recorded below.
The 2012 UK Bus survey had a response rate of 55% (up 6% on 2011). Particularly positive scores were noted in the following areas.
- Understanding of personal obligations regarding safety (95%)
- Role played in helping the business achieve its objectives (89%)
- Safety is taken seriously by the business (87%)
UK Coach targeted an increase in response rates to its 2012 employee surveys which are undertaken twice annually. This led to an increase in participation from 49% to 88% and overall employee satisfaction increased slightly during a challenging year to 75%.
Each area of the business has nominated one of their team as an engagement champion and this team of 25 champions have been instrumental in raising the profile of the survey, encouraging responses, communicating the results and holding focus groups to ensure the resulting action plans achieved the desired results. Local action plans are in place in all areas of the business as well as a business-wide action plan which addresses the key areas of communication and recognition.
Highlights from the fourth quarter 2012 employee survey in North America included the following statistics.
- Employees clearly understand what is expected of them at work (95.7%)
- Feedback from employees to managers is acted upon (92.8%)
- Employees understand the goals and priorities of the company (90.7%)
The overall level of employee satisfaction in 2012 was 86%, the third consecutive year of improvement.