How we monitor and boost Goodlordian engagement and wellbeing by asking the right questions
11 August 2021
When Goodlord moved to remote working in 2020, engagement and productivity were front of mind as Goodlord has always had a strong company culture and we didn't want to lose that. Feedback from Goodlordians is the key - and here's how we gather it and use it to make relevant changes.
Understanding how we can help our employees feel engaged with their job and the company is no mean feat, but an important task to undertake, especially with everyone working from home as a company for the first time. We found that the best way to gain this understanding is by asking the right questions in the right way.
Discovering what a good day looks like to employees
Firstly, we realised that it's important for managers to fully understand how a good day at work compares with any other day for the team, so senior staff can recognise how to try to make every day meet their team's expectations of a good day. This includes understanding what tasks made a difference, which add the most value, and how time is used productively; a busy day caused by a poor way of working, for example, will continue week after week and never resolve itself unless actively addressed.
To gain this understanding, we met with as many people as possible across all teams to get an honest impression of how everyone felt. Often this was on a 1:1 basis, away from the team meetings and group sessions, which helped build trust and a good working relationship through a more personal chat.
We asked about:
Their thoughts on what they thought worked and what didn't work in their department
What they enjoyed about the role and why
What they didn’t enjoy and why
How they were able to interact with the management team and each other
What development they wanted vs. what they got
What they thought of the team huddles, the weekly team meeting, and morning check ins
Once we had gathered this information, we used it to decide on the actions that we needed to take, including:
Encouraging discussion around performance statistics and how these were communicated
Tweaking how we recognise team-based anniversaries, birthdays, and other well done messages in meetings, to boost motivation
Introducing training on how to deliver feedback, including creating a development plan with resources and web links to use when needed
Going over Officevibe results and feedback with the team every week - without fail
Taking on board anonymous feedback through Officevibe
Having those personal conversations is one way to gain feedback to see where to improve. Another way is by gathering anonymous feedback, digitally and we use Officevibe to send out regular surveys, continuously analysing the feedback we receive.
Although this is a great tool, we realised that it wasn't being used to its full potential, as many employees thought that if they're generally happy, they didn't need to complete it or some didn't take the time to add additional comments.
To improve engagement with the questions, we communicated more to Goodlordians on why we use tools like Officevibe, why it’s anonymous, and the mutual benefit for all concerned, highlighting actions that we'd taken in the past based on feedback provided. For example, based on the "Happiness", "Health" and "Personal Growth" sections, we improved breakout sessions to encourage team building and development plus suggested structured Open University courses, guided meditation Yoga and so on.
These actions helped encourage Goodlordians to engage with the questions and comment when the survey was distributed. We could then share the increase in positive comments - which in itself helped to boost positivity across the teams - and ensure we had plenty of feedback on what we could improve upon going forwards.
Keeping employees engaged will always be an ongoing process with regular changes to our approach, but with this structure in place, we're in a good position to take the right decisions for all Goodlordians across all teams.
Oh Goodlord Limited is an Appointed Representative of Goodlord Protect Limited for general insurance products and credit broking. Goodlord Protect Limited is directly authorised by the Financial Conduct Authority, registration number 836727. You can check this information on the Financial Services Register by visiting www.fca.org.uk/register or by telephoning 0800 111 6768 (Freephone) or 0300 500 8082 from the UK. The FCA is the independent watchdog that regulates financial services.