Respecting and ‘valuing every voice’ is one of our core values and essential to the growth and success of our business. We believe that motivated, engaged and knowledgeable employees will provide the best service for our customers and contribute to the long term success of our company.
We listen and act on employee feedback and constantly find new ways to improve our culture and environment so that ANZ is a truly great place to work.
Our annual My Voice employee survey tracks our people’s perceptions of our customer focus, leadership, teamwork and collaboration, quality focus and general working environment. The results identify specific areas where we can take action to improve our products and service, further inspire and engage our people.
The independently administered confidential survey measures employee engagement and commitment, perceptions of actions taken to address feedback in previous years and engagement amongst different demographic groups such as gender, age, ethnicity, cultural background, disability, religion, sexual orientation, marital status and caring responsibilities.
Following the survey, actions plans are developed at Group, Divisional and local levels to address survey feedback, and progress is reported regularly to ANZ’s Management Board.
All figures reported are accurate as at end September 2013
We encourage high participation in the annual 'My Voice' employee survey - 40,507 people (71%) provided their ideas and feedback in the 2012 survey. The survey was completed by employees from across 32 countries - every country in which ANZ operates had their say.
Our results showed Employee engagement levels steady at around 70% - consistent with the banking sector average, but short of our goal to be best in class. Importantly, the survey showed our people's assessment of our commitment to customer excellence, measured through the Performance Excellence Index, is up from 73% to 75%. Other key findings include:
Engagement of women overall is equal to men; while engagement among our most senior women increased from 75% to 82%.
Our CEO, Mike Smith shared Management Board's three priorities for action in response to our My Voice results with all employees in July. These are:
ANZ's people strategy focuses on building the 'best connected, most respected people in banking'.
A new People Strategy was developed and introduced in 2011 to ensure we are building the employee foundations necessary for the long term success of our business and brand. The strategy describes the skills, capabilities and culture we need to deliver our super regional aspiration. The engagement survey (and specific questions within it) are among the metrics that will be used to monitor and measure progress in building a customer-centric and super regional culture; inspiring leaders; and a vibrant, diverse and inclusive workforce.
We set a target to increase overall Employee Engagement from 64% in 2010 to 68% in 2011, and we exceeded that target reaching 70%.
We encouraged high participation in the My Voice survey and some 40,000 employees globally completed it in May 2011.
This year's survey results have shown that our employee's experience working for ANZ has improved across almost every measure. Importantly, the survey showed our people's assessment of our commitment to customer excellence, measured through the Performance Excellence Index, is up from 68% to 73%.
We act on employee feedback. Through our 2010 My Voice survey, our people told us they wanted to better understand their role in achieving our super regional goals and how they can further develop their career at ANZ. In response we:
A new People Strategy was also developed and introduced in 2011 to ensure we are building the employee foundations necessary for the long term success of our business and brand strategy.
The People Strategy describes the skills, capabilities and culture we need to deliver our super regional aspiration. The engagement survey (and specific questions within it) are among the metrics that will be used to monitor and measure progress in building a customer-centric and super regional culture; inspiring leaders; and a vibrant, diverse and inclusive workforce.
While we've made real progress to improve employee engagement, we still have more to do. Our goal is to continue to improve both these measures to meet global 'best in class' standards. We will do this by focusing on the most important issues for our employees. These include:
More than 29,000 employees globally participated in the 2010 My Voice employee survey. Employee engagement (how employees feel about working at ANZ) is 64% favourable a slight decline on our employee engagement score of 66% in 2009. For the first time in 2010 we measured 'performance excellence' (our level of commitment to product and service quality) and recorded a 68% favourable score.
Recognising the strong links between employee engagement, customer satisfaction and business performance, our focus in 2011 is to improve our group-wide employee engagement performance from 64% to 68%. Senior leaders and line managers are responsible for owning and actioning their My Voice survey results. This means actions will be tailored to address local issues so they can really make a difference.
More than 23,000 employees globally participated in the 2009 My Voice employee survey (or 52% of all staff) which revealed employee engagement at 66%. While we cannot directly compare our results with those from the previous survey, due to a change in the service provider and new survey format, we are able to compare our results to the industry average.
At 66% employee engagement, our result comes in slightly below the average score for other global financial services companies (71%) and below the benchmark for the sector's high performers (75%).
The survey measured the four key components of employee engagement and found that 64% of staff are satisfied with ANZ as a place to work (satisfaction); 54% rarely think about looking for a new job with another company (commitment), 71% would gladly refer a good friend or family member to ANZ for employment (advocacy) and 75% are proud to say they work for ANZ (pride).
The survey also took a measure of staff opinion about how well we are performing as an organisation (performance excellence). 63% of ANZ staff strongly agreed or agreed with the statement, "As a customer of ANZ, I would be extremely satisfied with the quality of the products and services I receive."
ANZ's My Voice engagement survey will be conducted for the second time in its new format in 2010, allowing a year-on-year comparison of results, and an expansion of the issues surveyed. The results will help identify specific actions that can be taken both at an organisation-wide and local level to address opportunities and issues. Progress reports on these actions will be reported quarterly to ANZ's Management Board.