Responsiveness
FSCB Survey scores by characteristic 2016 – 2021
Interpreting our charts
Presented above is the distribution of overall firm scores for each of the nine characteristics being assessed. We have presented the 2016 to 2021 results alongside each other to allow for direct comparison.
RESPONSIVENESS
Ability to adapt and innovate
Certain data presented for 2020 and earlier years is not presented for 2021 due to changes to the participating firms/benchmark in 2021.
Q30 ‘I believe that my organisation responds effectively to staff feedback’
Q31 ‘Our internal processes and practices are a barrier to our continuous improvement’
Q32 ‘I believe that my organisation responds effectively to customer feedback’
Q33 ‘I believe that my organisation encourages innovation in the best interests of our customers’
Q34 ‘I have observed improvements in the way we do things based on lesson learnt’
PREVIOUS SECTION: RESILIENCE
NEXT SECTION: SHARED PURPOSE
