Colleague Feedback Survey 2023: You Said, We Did - Leadership Team

Following your feedback in our 2023 Colleague Feedback Survey, here are the commitments for the year ahead from our Leadership Team (Susan Deighan, Chief Executive; Jan Buchanan, Director of Finance and Corporate Services; Billy Garrett, Director of Culture, Tourism and Events; and Andrew Olney, Director of Libraries, Sport and Communities):

To celebrate: that 93% of you told us you regularly look for ways to serve our customers better. We will continue to acknowledge and celebrate examples of great customer service through our communication channels and by supporting actions proposed by the listening group looking at colleague recognition. We encourage everyone to actively use the Ask Susan mailbox to share ideas and provide feedback if you spot any opportunities where we could drive our customer service even higher.

To improve: Our lowest scoring question, that many of you believe the results of this survey will not be acted upon. We will provide monthly 'You Said, We Did' updates from each service area through our communication channels, including Behind the Kettle, so you can see the action we are taking in response to your feedback.

To start doing: You told us you feel the Leadership Team is not doing the right things to ensure Glasgow Life is successful. We are committed to understanding why this is. We will find ways to meet you and listen to your feedback by joining existing groups such as team briefings. Please use the Ask Susan mailbox to tell us the best ways to do this in your area or team.

Our progress: From January to June this year, the members of the Leadership Team have visited 73 venues, meeting teams across our service areas to talk to colleagues and gather feedback. This has been across areas and themes such as recruitment; audience development and new localised initiatives; extending opening hours; and increasing capacity to support volunteer programmes. In some instances this has led to new, additional or amended resource and processes to better support services and teams across Glasgow Life, and this rolling programme of visits to capture feedback that can help identify and inform new approaches and ways of working will continue across the rest of the operational year.

Additionally, we have and continue to use Glasgow Life's internal communication channels, including our Weekly Bulletin emails, monthly Behind the Kettle posters and our intranet and the Colleague Information section of our website, to showcase and celebrate the great projects, campaigns, initiatives, achievements and customer service being delivered across our charity. These channels have also featured wider 'You Said, We Did' updates from all service teams, showing how your feedback has resulted in actions and improvements across Glasgow Life.   

And the Ask Susan mailbox continues to be used by colleagues on a regular basis, with the Leadership Team receiving some great suggestions on a variety of topics, including operational efficiencies; HR policies and processes; increasing charitable donations; new product offers; our museum collections; and marketing opportunities.

Our Colleague Feedback Survey 2024 is now open. Please take a couple of minutes to complete this short, anonymous survey here:

https://surveys.glasgowlife.org.uk/s/USYDEQ/

The survey will remain open until Monday 7 October 2024.