THUS plc

Case study

THUS plc

A part of the Cable & Wireless Worldwide family, THUS provides business telecommunications, including data, hosting, Internet, security and voice services. The company has been working with Gary Cattermole of The Survey Initiative for over a year, and its management are very happy with the way things are going.

Barbara Anne Nimmo, Head of Communications at THUS, commented: “We have been running The Survey Initiative’s quarterly surveys for some time now. The same six questions go to all colleagues within our organisation. The questions are straightforward and easy to answer, giving us invaluable feedback on how we’re doing – and on any areas that need attention.

“Gary is great to deal with. He manages everything really well, including setting up the questionnaire, emailing invitations and displaying the findings on a website which lets us see the responses and results as they come in. He also sends out reminders to prompt people to respond. At the end of the survey, he provides any types of report we want, from top-line summaries to more detailed breakdowns. He’s an exceptionally helpful guy!

“We share the findings with everyone in the company and pick out any highlights and lowlights. We then put together an action plan for each business area which the managers work through, putting particular emphasis on any aspects of our operation that the survey revealed as lacking in any way.

“In October 2009, the survey found a 72 per cent satisfaction level. This was somewhat down on the previous survey; not surprisingly because the recession had led to some changes and redundancies. However, it was still a very positive result.

“Our most recent survey was in February 2010, and this showed that 85 per cent of respondents enjoyed working for THUS. This is partly due to the improved economic conditions, but also to the changes that we’ve made as a result of the survey findings, including reshaping the organisation into smaller teams. Also, people clearly like the fact that their opinions count and that they’re listened to in terms of shaping policy. People often tell me that they’re looking forward to the next survey!”

 
The questions are straightforward and easy to answer, giving us invaluable feedback on how we’re doing – and on any areas that need attention.

Barbara Anne Nimmo, Head of Corporate Communications,  THUS plc
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