We continue to help make things easier for members, so you can get on and enjoy life.
Our online members' forum, TalkingPoint, now has more than 2,700 actively engaged members. This is your chance to tell us what really matters to you, knowledge we then use to make our products and services even better. Over two thirds of registered members actively took part in research over the last three months alone, helping the Society to better understand the needs of our members.
Providing extra support
Some of our members need different types of help. Whether you are dealing with a health issue or are facing difficult circumstances, we have had a specialist team for over a year, ready to help and provide guidance. Colleagues in the team have received specialised training aimed at supporting our members in difficult situations, such as helping members with disabilities. We’ve developed a new partnership that helps us provide large print, braille and audio CDs for the hard of hearing. We’ve also installed member care kits into the branches to provide members with help if visually impaired.
Helping with your loss
Coping with the loss of a loved one isn’t easy, especially if you need to make lots of financial decisions. To help, last year we introduced a new guide for our colleagues to support you at this difficult time. This includes helpful advice for executors and useful sources of practical information.
Keeping members happy
In terms of our relationships with you, our members, for the second consecutive year, our overall customer satisfaction score was over 91%1.
Helping us to help you
We’ve been delighted with the results of our annual colleague survey. The happier and more engaged our colleagues are, the more this helps us provide you with the great service you expect. The results of last year’s survey shows colleague engagement has increased for a third year running to 80%2 – up from 78% in 2016. By focusing on being an employer of choice, we are attracting more outstanding colleagues to join our teams. This has been recognised by the retention of our 1* Best Companies rating and our Investors in People accreditation. In 2017, we also launched our Diversity & Inclusion Strategy, with an ambition to have an inclusive culture, which enables colleagues with a diverse range of skills, experiences, backgrounds and opinions to flourish, without barriers‘. Having achieved Investors in Diversity in 2016, we are working to achieve Leaders in Diversity status.
1. Overall customer satisfaction is 91% in a survey of 7,288 members from January – December 2017.
2. According to the Your Voice survey completed by colleagues in May 2017.