BSB Survey scores by characteristic 2016 – 2019
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, 2017, 2018 and 2019 results alongside each other to allow for direct comparison.
RELIABILITY
Consistently meeting external and internal commitments
Q23 ‘When my organisation says it will do something for customers, it gets done’
Q24 ‘I see the people I work with go the extra mile in order to meet the needs of our customers’
Q25 ‘When people in my organisation say they will do something, I can rely on them getting it done’
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