ETS was first selected by South East Water following a tender for a new employee survey provider late in 2015. Since then, we’ve continued to work in close partnership with them.
In light of recent change in their industry, which gives customers greater freedom of choice over their water supplier, South East Water identified the need to make a customer-focused approach an even more integral part of their business strategy.
Against this backdrop, South East Water wanted to look at performance management at an organisational level as well as supporting their leaders and managers to do this too. From their employee survey results they concluded that they needed to:
ETS has since worked with South East Water to:
We did this through providing:
The programme has had a great impact on both managers and the organisation as a whole with key successes including:
Naturally the programme is an on-going process, and South East Water is continuing to add to and refine various parts of it. Having said that, they’re very pleased with the progress being made.
Katie Cox, Talent and Organisational Development Specialist at South East Water, explains:
“The feedback from leaders and managers taking part in sessions has been really positive and, by acting on their feedback, we’re able to continually hone the programme and keep it moving forward in line with business needs.”
Furthermore, South East Water’s latest engagement survey showed a very positive picture, which they hope to improve upon again this year. And, where performance appraisal completion used to be around the 37% mark, it is now at 90% with the new system. This demonstrates the markedly improved employee confidence in the programme.
Katie Cox comments on how they find the experience of partnering with ETS:
“We have formed a great and collaborative relationship with the team at ETS, which is based on mutual trust and understanding. They are always enthusiastic and knowledgeable and we continue to value their support.”