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Building human capital investment at Nationwide

Nationwide Building Society's measurement model clearly demonstrates the return on its human capital investment by improving customer commitment to boost business performance.

Key points

  • Nationwide Building Society has developed its "Genome" human capital measurement model to quantify the impact that employee commitment has on customer satisfaction and business performance.
  • The society's "employee commitment index" measures the key satisfaction factors and is based on the results of its annual employee opinion survey.
  • As the Genome model has become more finely honed, employee retention has emerged as a major influence affecting both employee and customer commitment.
  • Internal reporting and demonstrating the model's business relevance to line managers is viewed as a prerequisite for its effective implementation.