Listening to employees pays off for Radian
Published by Brian Church for 24dash.com in Housing
Listening to its staff has paid off for Radian.
The housing association boosted its employee engagement levels from 58% to 80% between 2010 and 2013, with individual team scores up to 98%, according to market research firm ORC International.
ORC said the results proved "a significant relationship between employee engagement, staff turnover, sickness absence and customer satisfaction".
The business side of operations gained with sickness levels down two points to 3% and staff turnover hugely reduced from 17% to 5%.
Radian says that "customer satisfaction has also improved, with consumers stating they have increased trust in the organisation".
Peter Wakefield, head of organisational development at Radian, said: "These results feed into our business plan and we now use employee engagement as a key performance indicator and prominent measure of how the business is performing. Without it we wouldn’t have been able to prioritise so efficiently and progress as quickly as we have done.
"We have proven the link between employee engagement and business performance for the first time in the housing sector and, as a result, have completely transformed our business.”
Radian employs 1,400 staff and provides nearly 21,000 affordable homes as well as care and support services to over 1,000 people across the South East, through Radian Support.