Royal_london_size

Royal London

Royal London

Inspiring change through insight

Inspiring change through insight

#creating-winning-workplaces

#employee-experience-impact-analysis

#customer-experience-design

#research-and-insights

#research-and-insights

RoyalLondon
Brief

We partnered with Royal London, the UK’s largest mutual life insurance and pensions company, to navigate an extensive period of change through holistic employee insight. In order to become one of the most trusted and recommended financial service providers, recognising the importance of engaged employees on customer service was essential.

Approach

We first uncovered what mattered most to customers, with our insights defining seven important customer outcomes. These were communicated under a branded initiative, along with training sessions, bespoke knowledge-sharing sessions, and competitions, to ensure the customer is at the heart of every action. Employees were charged with implementingthese actions, sharing knowledge and driving improvements based on insights. We then turned to the teams themselves to understand what drives their engagement and success at the company.

We first uncovered what mattered most to customers, with our insights defining seven important customer outcomes. These were communicated under a branded initiative, along with training sessions, bespoke knowledge-sharing sessions, and competitions, to ensure the customer is at the heart of every action. Employees were charged with implementingthese actions, sharing knowledge and driving improvements based on insights. We then turned to the teams themselves to understand what drives their engagement and success at the company.

Outcome

Since the customer programme launched there has been a steady increase in employee engagementand employees’ perceptions of customer-centricity. A clear link has also been shown between engagement, NPS, and resolution scores; employees are happier now that they are better enabled to make the customer happy and the brand has seen a 12% increase in employee engagement.

Since the customer programme launched there has been a steady increase in employee engagementand employees’ perceptions of customer-centricity. A clear link has also been shown between engagement, NPS, and resolution scores; employees are happier now that they are better enabled to make the customer happy and the brand has seen a 12% increase in employee engagement.

12% increase in employee engagement

12% increase in employee engagement