Recognise the value of staff at all levels, appreciate the impact
of a motivated frontline on customer satisfaction, and employ well
trained staff who can empathise with customers.
| Factors which need to be addressed or where greater progress is needed | Signs of success |
|---|---|
| 1.
Recognise the value of staff |
Positive results from
staff surveys compared with results for similar organisations |
| 2.
Recruits staff with the expertise that the organisation lacks |
Evaluations of
recruitment competitions confirm that over the majority of staff
are performing well at the posts both immediately and 6 months
after taking on the work. |
| 3.
Energises the staff engaging with customers to deliver high
quality service |
Staff focused on
improving own performance, and improving customer satisfaction
with the service |
| 4.
Ensure that staff are appropriately trained and motivated |
Staff performance
levels are high and identified skills gaps are remedied |
| 5.
Reward staff to motivate staff and retain high performance |
Evaluations of pay and
reward systems show that they are comparable with those offered
by competitors Staff turnover rates are at the target levels. |
Please click on a factor to go to a checklist and linked guidance/cases.
