Opportunity National Express wanted to improve business performance and profitability by increasing engagement amongst its staff.
Approach MSB's consultants facilitated focus groups with employees from all parts of the business - including those involved with bus, coach, train and tram services - using a discussion guide agreed with senior management in advance to ensure that the focus groups explored issues that both managers and staff wished to raise.
Following the focus groups, MSB prepared in-depth reports on the feedback received from employees. These included direct quotations (on a 'no names' basis) from staff in order to provide clear, honest feedback about what they believe is done well, and what they feel needs to be improved.
Once the reports were written, our experienced consultants met with local managers to discuss the findings and how to respond to them. Our recommendations covered a range of issues - from management style and training to communication and customer service.
Impact MSB’s research and recommendations transformed levels of employee engagement within the business. Local managers’ action plans became more sophisticated, managers became more engaged with and responsive to the research, and positive feedback has been received from all levels of the organisation, from staff who participate in the focus groups to the company’s executive team.