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The new, automated scorecard is driving self-accountability for performance and supporting a cultural shift to best practice sharing at NewDay. It’s easy to access, less complex and makes performance very visible. As a result, front line associates review their own performance, support colleagues and challenge themselves. This raises the bar on aspirations, working alongside a career development programme called Aspire. Crucially, the small MI Team frees up time with automation. This is used for engagement with stakeholders, establishing credibility and trust in the data they provide. A collaborative approach has led to the team being seen as part of the operation, offering guidance beyond just building reports – adding value and becoming a trusted partner.

Key results

• Scorecard Usage up 50%
• Highest ever NPS in October
• NPS up from 63 to 65 in H2 2018
• ASAT up from 9.0 to 9.2 (3% increase) in H2 2018
• AHT is 30 seconds lower
• 92% say: I am clear about what I’m expected to achieve in my job

First Published in the 2019 Best Practice Guide