The power of listening

At British Transport Police (BTP) we believe our greatest asset is our people and to ensure we're continuously growing and improving; we rely heavily on feedback from our colleagues. That's why our All People Survey is so important.  

We have just launched this year’s survey. We have a unique set up at BTP, as the only national Police Force spread over three countries, we work hard to make sure as many of our people as possible are able to take time out to give us their feedback and share their views. Last year we achieved a 65% response rate which was fantastic, and I’m keen to make sure we exceed that level of engagement this year.  

Over the last 32 years I feel there have been times where policing, which includes me, has undervalued the power of feedback. The last three years in BTP has unequivocally shown me that the more you are willing to take yourself out of your comfort zone and hear from your staff the richer you will become in your ability to identify strengths and areas for growth.

Our survey responses are anonymous to help encourage colleague candour. As well as supporting increased participation, offering anonymity demonstrates we’re committed to listening without bias or judgment, it also helps aids diversity of opinion and supports a culture of open communication. 

Last year we received thousands of comments and I read every one so I could understand what we’re doing well and where we needed to improve. It is tough reading at times but my overwhelming feeling is always one which assures me that BTP cares about what it does and is always wanting to better itself. The insights we get are integral to delivering our strategy and people plans and they allow us to make data-driven decisions that enhance our workplace and the experience of our people and importantly how we can better protect the public and provide an outstanding service. We can also identify where we cannot make change and explain why.

Many of the positive changes we've made over the last three years across our estate, uniform, fleet, occupational health and wellbeing have come about because of feedback from our people. Our promotion processes have also become more streamlined and we’ve introduced initiatives to support talent development and career aspirations. 

Understanding what drives engagement across BTP allows us to create an environment where everyone feels motivated and connected to our vision. Colleague feedback is the cornerstone of our efforts and really does help to shape the future. 

We strive to be better every day and without honest and constructive challenge we'll never be able to improve and be a world-leading police force, which is what we aspire to be.