I was very pleased that a number of important scores relating to colleague engagement increased.  Confidence in the future of Lloyds Banking Group increased by x%, trust in the leadership is up x% and feeling that there is a promising future within the Group rose by x%. That resulted in an Employee Engagement Index (EEI) of xx% for WAFI, which is the same as last year and slightly better than Group averages. But whilst I am encouraged by the upward trend in some of these scores, I recognise that we have much more to do to improve engagement further if we want to be best in class within the Group or – more importantly – when compared with external companies. 

Another measure is the Performance Excellence Index (PEI) – which shows how strongly you feel we are focusing on delivering for our customers.  We maintained our score at xx% on this measure, which is above average for other UK companies.  A key factor influencing this was your rating of how quickly we correct customer problems, which was up x%.  Also worth a mention is how far ahead we are of UK companies on how we use customer feedback to improve our processes (+x%) and on training colleagues to keep up with customer demands (+x%).  All of that tells me that you think we have a strong focus on customers across WAFI. 

The final index – the Line Manager Index (LMI) saw a slight fall to xx%.  Again, underlying factors such as how much colleagues feel they are treated with respect by managers, recognition for a job well done and getting feedback on performance, far outperform scores staff give at other UK companies on average. 

There are scores that fell since the last full survey; in particular how we treat new starters.  Having the right technology and tools in place for instance – something we should take for granted – saw a fall of x% to xx%.  Support from Line Managers in the first few months fell by x% to xx%. 

So there are things we need to focus on, but these results tell me that we have the right strategy, a real customer-focus that our colleagues feel is working, and strong teams in place to deliver our objectives going forward. 

There are two other scores that I’d like to draw your attention to.  Firstly, overall satisfaction with Lloyds Banking Group within WAFI saw an increase of x% this time around.  This is a modest improvement – but encouraging nevertheless.  And, probably the most important score – your belief that action will be taken as a result of your feedback went up x%.  

This survey is a really important temperature gauge for the WAFI Executive team and I promise that action will be taken as a result of your feedback.  As well as the responses to individual questions, we will be looking through the comments you made.  In all xx% - more than x,000 of you - took the time to tell us something additional and we’ll be reviewing these comments just as closely as your scores. I will be communicating what our WAFI action plan will be in early December. 

Thank you once again for your responses.  Your manager will share your local reports with you over the next week or so.