The reviews involved both on-site and off-site assessments in order to ensure the necessary breadth and depth. We undertook 1,400 hours of desk-based review, ran more than 500 surveys and conducted 75 interviews, in addition to observing meetings and assessing decisions in each bank.
Our assessment focused on the executive committee of each bank, since the senior leadership is responsible for driving the behaviour and culture in an organisation, under the direction of the board. An effective consumer-focused organisational culture is one in which consumer needs are adequately identified, discussed and taken into account.