HOW SCORES HAVE CHANGED SINCE 2016
HOW SCORES CHANGED IN 2020
- Scores (averaged across all firms) rose in 2020 on each question in the BSB Survey.
- In a year dominated by Covid-19 and changing workplace arrangements and different ways of communicating using different technology, the largest improvements related to feedback, leadership and wellbeing.
- 73% of respondents said that their firm responded effectively to staff feedback, compared with 63% in 2019.
- 72% said that leaders at their firm took responsibility, from 66% in 2019.
- 20% said that working at the firm had a negative impact on health and wellbeing, from 25% in 2019.
Large firms, smaller banks and smaller building societies
- As well as the overall picture, we were able in 2020 to separate firms into three groups: large complex (systemically important) firms; smaller (non-systemically important) banks; and smaller (non-systemically important) building societies.
- Within each group there was a wide range of scores.
- By group, Survey scores were slightly higher on average in 2020 for larger firms than for smaller banks or building societies, in particular on competence, respect and responsiveness.
- Employees at smaller building societies tended on average to be more positive than those in other groups on questions relating to customer focus.
- Employees who worked in Retail Banking (and in particular, in the Retail Branch area) tended to be more positive across the core 36 questions than those who worked in other business areas. Those working in IT tended to be least positive.
- The improvement in scores in 2020 was evident across all main business areas.
- Over the period since 2016, Retail Banking has seen the largest cumulative improvement (compared with Commercial Banking, Investment Banking and Functions).