The RBX Index Blog: February 2019

The RBX Index data collected in the last 3 months show service sectors scoring poorly because of poor trust levels.  In the cases where trust scores were higher, it is empathy - or the lack of it – which tends to be responsible for restricting overall scores.   

Companies that operate in every sector are well established brands and have been around for quite sometime. When it comes to customer experience, customers trust these brands and their ability to deliver.  

However, when it comes to employee experience, the brand image has no impact on trust levels and it directly is a result of the leader or manager who manages that team or individuals. When we look at healthcare in particular, the trust score is low - be it NHS or a private hospital.  

It would be natural to presume that patients would trust hospitals to treat them with care and sort their ailments with minimal disruption. However, looking at the comments and how that is impacting health care professionals there are a few themes that seem to be emerging.  

1. The proliferation of no-win no fee lawyers advertising seems to have an impact on patient expectations as patients seem to be less tolerant and seek guarantees about the procedure.  

2. When cash is tight and Brexit uncertainty looms over the horizon, people expect more value. These coupled with readily available information via Google has widened the trust gap between the providers and patients.  

Experience of healthcare workers has also been impacted significantly and the reasons they cite is the increase in the volume of paperwork, processes etc to avoid getting sued. This in turn has created a toxic culture and has impacted well being of health care workers.  

Another significant trend we observed was that leaders who were constantly achieving their goals and moving the organisation were extremely self-critical. When we spoke with them to understand why that was the case, they almost invariably suggested that it helps them constantly improve and look for newer and better ways to enhance the experience they create to their teams.  

And we also observed that women leaders/ managers were more self-aware and were more critical of themselves. They were not sure of their abilities whilst they were in fact more than ready to take on bigger and better challenges. Male leaders and managers on the other hand were less critical of themselves and in many cases overrated their ability to create and provide superior experiences for their team members. It demonstrates that organisations need to do more to encourage more women leaders come on board. 

RiddleBox’s RBX Index measures the experience leaders create for their teams. Using the Index develops managers into leaders who care, creating an inspiring, safe and fulfilling working environment. To find out more about RiddleBox, explore the rest of our site.