Sovereign

A strategic goal that states, “1st in Service” is one example of Sovereign’s ongoing commitment to excellence. Building on their already strong service culture, Sovereign lead the way in ensuring service excellence by measuring both external and internal service. Internal service measurement creates an awareness amongst staff of the importance of focusing on service at all times, and with this in mind Sovereign set about finding a survey tool that would assist them with measuring existing internal service levels. JRA’ online survey tool survey-online.com was selected to assist with this process.

Sovereign’s Internal Service Survey, called “1st in Service,” comprises 12 questions and is sent via email to a random selection of staff. With measurement occurring 3 times a year, a key factor in selecting survey-online.com was automation of data collection, ease of reporting and the ability to trend results online from one period to the next.

Following the survey, performance improvement begins with managers accessing their department results online, and a follow up process initiated. This process is consistent across Sovereign, with the end result being the development of performance improvement goals at the team level. Teams are encouraged to achieve these goals through a number of reward and recognition programmes.

With survey-online.com providing the measurement tool and Sovereign staff the commitment, there is assurance that a culture strong in service ethic will continue.

"We have been working JRA for a few years now and their service is second to none. We started with the basics and over the years JRA have refined and developed the survey software to provide us with flexibility and a tailored solution that works specifically for us the client. As a customer we are demanding and we change our minds frequently but this never fazes Iain, Amy or Heather and they always deliver on time, on cost and on quality!"

Rachel Stotter, Learning and Development Manager, Sovereign