By working closely with HR, communications and marketing, our creative team designed a unique programme of one-day staff events. 8,000 staff took part over six months, with up to 80 participants taking part each day.

The event's mix of presentations, seminars, syndicate work, management Q&As, humour and honest opinions meant that even the most cynical, anti-company participant left willing to help the company help them achieve better standards of customer service across the group.

As the day was piloted, it became clear to us that participants wanted their ideas and criticism to be heard. By developing instant feedback routes, right up to Board level, ideas turned into proposals that turned into operational improvements which customers noticed and applauded.