Radian has transformed its business performance in the past five years by improving the engagement levels of its employees. Through working with the market research company Orc International since 2009, the housing provider has demonstrated that there is a significant relationship between customer satisfaction and employee engagement, staff turnover and sickness absence.
Between 2010 and 2013, Radian boosted its employee engagement levels from 58 per cent to 80 per cent, with individual team scores up to 98 per cent. This has had significant knock-on effects throughout the business with sickness levels down two points to three per cent and staff turnover reduced from 17 per cent to five per cent.
Radian’s customer satisfaction has also improved, with consumers stating they now have increased trust in the organisation. They also believe Radian has a good reputation and that it acts and listens to their views.
Peter Wakefield, head of organisational development, Radian, said, “Orc’s analysis of our engagement data really helps us to identify what’s important and what’s not. The research has given us information we simply wouldn’t have if we didn’t measure our engagement levels.
“These results feed into our business plan and we now use employee engagement as a key performance indicator and as a prominent measure of how the business is doing. Without it we wouldn’t have been able to prioritise so efficiently and progress as quickly as we have done. We have proven the link between employee engagement and business performance for the first time in the housing sector, and as a result, have completely transformed our business.”