Customer Experience Management Solutions and Consultants

Targets are established and performance is measured across this portfolio using a balanced scorecard approach. Of primary importance are:

• Employee engagement – as measured using Hewitt with a focus on career development and ensuring people are valued for their contribution
• Customer satisfaction – as measured monthly through external customer interviews and mystery shopping exercises with closed loop processes in place to ensure a culture of continuous improvement
• Commercial returns – ensuring operational costs are well managed and are within constraints set largely through regulatory processes; this includes improving productivity and ensuring governance processes are in place to manage business risk
• Growth – meeting sales targets and building capacity to meet new product and market opportunities leveraged off core business process and resources
• Community – ensuring our approach to business is sensitive to the wider community and ensuring our people can participate in community support activities.