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FSCB Employee Survey Results 2022

Overview of the 2022 FSCB Survey

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Employee Survey
Assessment Results 2022
Overview of the 2022 FSCB Survey

Key Findings

Overview of the 2022 FSCB Survey

bsb-survey-scores-characteristic-2016-2022a

2022 FSCB Survey statistics

employees sent the Survey

responses received

firms surveyed

DESCRIPTIVE STATISTICS

BREAKDOWN OF 2022 SURVEY RESPONSES BY BUSINESS AREA

Figure 1: Results to Q19

‘I feel comfortable challenging a decision made by my manager’ (2022)

Figure 2: Consumer Duty question results, by detailed business areas

At my organisation it is as easy for customers to cancel a product or service as it is to obtain it

In my team we routinely consider analysis of customer feedback and complaints to improve how we do things

I believe the products and services designed by my organisation take into account the different circumstances and needs of our customers

At my organisation we are equipped to assist vulnerable customers with their different needs

Figure 3: Results to health and wellbeing questions

FSCB Survey questions on health and wellbeing, 2016 to 2022

% agreeing (in 2022)

Q37: ‘What three words would you use to describe your firm?’

2022 Rank	Rank change from 2021	Word	% of respondents
1	+1	supportive	9.7%
2	+4	inclusive	8.3%
3	-2	customer	7.9%
4	-1	ethical	6.3%
5	-1	caring	6.2%
6	+6	large	6.1%
7	+1	focused	5.5%
8	+1	bureaucratic	5.5%
9	-4	flexible	5.1%
10	=	fair	5.1%

Figure 5: Consumer duty question results, overall and by business areas

‘At my organisation it is as easy for customers to cancel a product or service as it is to obtain it’

‘In my team we routinely consider analysis of customer feedback and complaints to improve how we do things’

‘I believe the products and services designed by my organisation take into account the different circumstances and needs of our customers’

‘At my organisation we are equipped to assist vulnerable customers with their different needs’

Figure 6: FSCB Survey Results

Over time, percentage of respondents answering favourably

*Note: Q2, Q4, Q14, Q17, Q18, Q27, Q28, Q29 and Q31 are negatively phrased statements. For these questions, the charts show the proportion of respondents disagreeing with the statement as this indicates a more favourable response. For all charts therefore, an upward sloping line from left to right indicates an improvement in the proportion of positive responses received to the FSCB Survey over time.

Interpreting these charts: Each chart tracks the percentage of favourable responses (i.e. overall agreement for positively phrased questions, disagreement for negatively phrased questions) for one of the 36 core questions in the FSCB Survey over time. The questions are arranged into nine columns, according to which characteristic of the FSCB framework they fall under.

Example chart with scaling:

fig6a

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