NATWEST GROUP · WORKPLACE EXPERIENCE

A better workplace starts with a
better question.

NatWest wanted to understand what sat behind colleagues’ workplace scores.
Listening to their experiences helped the team decide where to act.

250 Bishopsgate, London

The scores told
part of the story.

But what sits behind the
score?

NatWest already measured workplace experience. The next question was how to turn that information into useful changes.

Working with Audiem, the team explored colleagues’ own words, bringing more context to decisions about their workplaces.

PAUL URMSTON

Area Workplace Manager
NatWest

“The benefit Audiem gives youis in terms of ‘why’ staff are feelingthe way that they are in your organisation.”

HOW THE WORK GREW

Start small.
Learn. Expand.

A ‘test and learn’ mindset

1

Explore the evidence

A team workshop opened up the question of workplace experience. Early trials explored helpdesk and catering feedback.

2

Put it to work

Three local office refurbishments provided an opportunity to test the approach and inform design decisions.

3

Widen the conversation

The work expanded to offices across the UK and India, and to colleagues in the retail branch network.

FROM UNDERSTANDING TO DECISIONS

Colleague experience
became part of the design brief.

DECISIONS GROUNDED IN FEEDBACK

Colleague feedback informed refurbishment projects, helping the team bring experience into workplace design.

ROOM FOR LOCAL DIFFERENCES

The analysis supported changes that responded to the needs of individual locations.

Data from the previous
project informed the next,
as a wider body of data was
developed.

A BROADER VIEW OF THE ESTATE

A local beginning.
A much bigger
conversation.

One estate.
Many experiences.

23

corporate offices
across the UK and India

500+

retail
branches

Feedback collected over the 18-month case-study period.

“It’s allowed us to speak a common language across the bank that everyone can understand”

FIONA WALMSLEY · HEAD OF PROPERTY, AT THE TIME OF THE STORY

Property, HR and IT came together around a shared understanding of workplace experience.

Work that earned
recognition.

Two projects informed by Audiem’s analysis achieved workplace benchmark awards. The recognition followed the work of understanding colleagues and using that evidence in refurbishment decisions.

Leesman+ x 2
BCO Customer Experience Award
IWFM Workplace Experience Award

See what your employees
are really telling you.

Let’s show you around. We’ll walk you through Audiem and talk about how it could help you make sense of your employee feedback.

Book a call