In 2010, Southern Railway launched their employee survey with some negative feedback. Of the 51 percent responded, there was a lack of understanding behind company services, a poor attitude towards their line manager’s behaviours and a strong feeling of being under-valued with little recognition. The organisation set about to make changes to enable their people, listen to their employees and customers, act on feedback and find new ways of working. An internal communications strategy ran in parallel to these changes to ensure its success.
Various new initiatives were launched including several face to face team briefs to communicate company vision and ‘Time with your Manager’ scheme.
As a result Southern Railway is now IIP bronze accredited, engagement is up by 33 percent since 2010, staff turnover has gone down and they are delivering 82% passenger satisfaction with Customer Service rated 3 percent above company target.
A compelling story which tells of real co-operation and good communication practices.
