Related posts:No related photos. Global media firm Reuters has dramatically improved customer service andstaff motivation by developing leadership skills and encouraging greateremployee involvement in the business. The company reduced staff turnover from 49 per cent to 5 per cent in threeyears after introducing a new team climate system, which measured staff’smotivation and satisfaction. Managers were then able to use the scores from the system, based onconfidential staff surveys, to implement interventions including flexiblehours, training and mentoring. Staff were asked to design their own office environment to ensure they werefully involved in a major corporate reorganisation. Reuters also focused on its managers to improve the standard of leadershipby introducing training events, one-to-one coaching and focus groups. Staff satisfaction and engagement levels are regularly measured throughfeedback surveys with the results used to benchmark progress and compare teams.Martin Yates, customer services director at Reuters for the EMEA region,said the initiative had a direct affect on the bottom line, as customersatisfaction has risen by 10 per cent since its launch. “These measures are saving us money. It has allowed us to be moreeffective and a better performing organisation. The scores have enabled us toexpand the department,” he said. Reuters acts on employee concernsOn 1 Dec 2003 in Personnel Today Previous Article Next Article Comments are closed.