PRIDE is the acronym for the behaviours all Nationwide staff should adopt when dealing with customers. PRIDE is the way they deliver their brand promise of being ‘On Your Side’. A deliberately emotional was designed to launch and imprint the meaning of the acronym.
Shown to all 15,000 Nationwide staff in groups of 60-300 over a one week cascade event then posted on intranet accompanied by expanded digital content.
MEASURES OF IMPACT AND EFFECTIVENESS
The PRIDE programme, of which the film is the launch element, is measured against previous year recalls, departmental appraisals and staff feedback in July 2014. Ultimate measure will be end of year customer satisfaction scores from employee performance.