Refreshing Culture to Shift from Customer Service to Customer Experience, enabling Innovation and Growth

We applied our award-winning 3-stage culture change methodology as a foundation. We tailored the methodology to the client’s needs throughout the process to ensure we could deliver a unique future-proof culture for Lovell.

Insight

Cultural Audit to understand & assess the existing culture, challenges & opportunities

• Reviewed customer journeys, Voice of customer insights, customer satisfaction, brand research and identifying the opportunities for improving customer experience.
• Reviewed a range of ‘people’ data – employee engagement surveys, HR data, IIP assessments and diversity & inclusion insights.
• Interviews and focus groups to gather qualitative insight from a cross section of leaders, managers, and colleagues.

Design

Designing the future culture

• Facilitated sessions with a mix of colleagues, on different sites, across different regions.
• Explored ideas with customers for improving their ‘Service First’ approach.
• Used these learnings to define ‘The Lovell Way’ – 3 culture principles which would guide everyday actions, behaviours, decisions, and ways of working.
• Created new internal branding to bring ‘The Lovell Way’ (TLW) to life – with comprehensive iconography and artwork.
• Developed a 12-month, phased internal communications/engagement plan to launch nationwide – using a blend of channels, styles, and messaging.
• TLW was embedded into internal campaigns including Suicide Prevention Week, Menopause Awareness Month, National Walking Month, and they now have a 12-month calendar of TLW-underpinned campaigns.

Embed

To ensure The Lovell Way became an every day, lived reality

• TLW is being embedded into the end-to-end employee experience on a phased basis, starting with recruitment and new joiners who experience the same immersion as part of their induction.
• A new quarterly employee survey, measuring both engagement and culture, has been Implemented.
• Using TLW to establish aligned and collaborative working relationships with key partners e.g. housing associations.

Results

The nationwide events received excellent feedback

• 97% would recommend the workshops to their colleagues.
• 97% rated the workshop as ‘good’ or ‘excellent.’
• 99% ‘agreed’ or ‘strongly agreed’ that the facilitator was engaging and knowledgeable.
• Trustpilot rating improved from ‘bad’ to ‘Great’ over an 18-month period, and Lovell expect to see improvements in customer satisfaction results/NPS in the National New Homes Survey.
• The Lovell Incident Frequency Rate (adverse health, safety, and environment events per 100 employees) reduced over from 3.58 to 3 over a 12 month period. The Accident Frequency Rate (RIDDOR) reduced from 0.07 to 0.04 over the same period.