In 2015, we embarked on our Good to Great journey. We established our mission statement, to “Realise our potential”, and set out our goal to be “Great”. This timeless goal, which applies equally to our shareholders, staff and clients, means that we are constantly striving to improve our financial results, grow the skills and employability of our staff and to deliver an outstanding customer service experience to our clients.


As of March 2020, our Key Performance Indicators (KPIs) are:


Average staff tenure (in years)


Customer service


Net Promoter Score (NPS)


Calls answered within four rings


Emails responded to under four hours

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