Meetings with young people help us understand our customers better

15-04-10 10:00 | Society

For us, it is important to understand the impact of our community involvement activities. From our work with enhancing financial education of young people, we have found out that it is not only them who benefit.  Our employees who volunteer in these activities benefit as least as much, if not even more.

One of our partners, the Economic Skills Project in Finland, found that meetings with young people on the brink of social exclusion help the bank’s employees understand the young better and vice versa. By participating in the Economic Skills project volunteers see how different young people are.

Tools for daily work

"I was surprised that it is impossible to see on the outside what kind of life situation the young have. I feel I now understand better how different the young can be and what kind of help I can offer them, Sofia Hopeavuo from the branch at Mannerheimintie 7 in Helsinki says. She has already met with three youth groups in the project.

Meetings with the young in the Economic Skills project also gave tools for the daily work: “I think I can understand young people who come to the branch regardless of their life situation", Sofia says.

Volunteers’ impression of young people became more positive

Two thirds of the bank volunteers said in the feedback survey that their impression of the young became more positive. Sofia would recommend participating in the project to her colleagues, as would almost all other participants as well. The bank employees' experiences from being a volunteer were measured with a Net Promoter Score (NPS). The score describes how satisfied a person was with the experiences from the project and how likely he/she would be to recommend participation to others. The Net Promoter Score of the volunteers in the Economic Skills project is +95, which means exceptionally high satisfaction. Youth workers have in their feedback complimented the bank employees' group steering skills. Special thanks were given to the positive attitude and to encouraging the young to dream.

Clear correlation to employee motivation & satisfaction

We also measure the impact of volunteer work with our Annual Employee Satisfaction Survey. The correlation is clear: the index for all the key areas which are measured was 1-2 points higher among those employees who took part in such activities. 

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