Communication with our people
Experian is committed to communicating with its people, which includes having effective two-way communication channels to ensure its people not only feel communicated with, but also listened to. The business hosts divisional conferences allowing the cascade of information relating to financial results, organic growth and strategic objectives to all people. There are also a number of specialist internal committees which canvass opinion on charitable donations, environmental procedures, information security, the introduction and implementation of new software etc.
Experian International has a UK People’s Forum, where representatives meet with senior management to hear about business performance and to discuss any potential developments. The meetings are interactive and encourage representatives to share their views, and those canvassed from colleagues and to support this, representatives have received tailored training in consultation and communication skills.
Experian International conducted a survey of its businesses to measure levels of employee commitment. With an 88% response rate, and over 3,300 people providing their feedback, employees scored significantly higher than other similar businesses on job satisfaction and the wish to build a career within the business.
Experian Americas operates an ‘Open Door’ policy indicating that all members of management are encouraged to create relationships with employees that foster discussions of issues in a direct and open manner. No employee will be penalised, formally or informally, for voicing concerns in a reasonable, business-like way or for using the steps outlined in these guidelines. It also commissions periodic research into employee opinions with a recent example being a survey regarding employees understanding and perception of the company’s benefit programs. Customer (both internal and external) satisfaction surveys are commissioned by various departments for their own metrics, so for example an internal help desk might send out an on-line survey to collect feedback from the users on the services received.