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.
RESPONSIVENESS
Ability to adapt and innovate
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’
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