Identifying Our Values
Focus groups took place in all divisions and in a variety of locations including Nottingham, Camberley, Harlow and London in the UK, Chicago and Reading, Pennsylvania, in the USA as well as in Hong Kong, Johannesburg, Sydney, Paris, Amsterdam and Lisbon. The independent facilitators reported that they had rarely seen such passion for customer service.
The response was very clear and has given the company an important set of guiding principles. Three values – Service, Relationship and Teamwork and their associated behaviours were identified. The values have been adopted by every business and fully aligned to the performance review and colleague engagement research programmes.