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Engaging our staff and occupiers

Engaging our staff and occupiers

Engaging our staff and occupiers

Our staff and occupiers are key stakeholders in our business, and their wellbeing and satisfaction is vital to the long-term success of our company. We aim to engage these groups through maintaining an ongoing dialogue to understand and act upon their changing needs.

Occupier satisfaction survey

We have over 800 unique occupiers across our retail assets and are committed to continually improving the service we provide to these key stakeholders in the business. As part of our engagement programme, we conducted an occupier satisfaction survey in June 2018 across our shopping centre portfolio. The aim of the exercise was to gain a better understanding of occupier’s views on topics including:
  • Facility and maintenance services;
  • Centre manager communication and responsiveness;
  • Cleanliness, safety and security;
  • Factors impacting ease of doing business, and staff retention and morale; and
  • Energy, water and waste management.
NewRiver sent out surveys to 33 shopping centres and received over 650 responses, equating to a nearly 60% response rate. Over 80% of occupiers were ‘satisfied’ or ‘very satisfied’ with the responsiveness of their centre manager and the majority provided a Net Promoter Score (‘NPS’) of 8 or above for the shopping centres they operate in. Over three-quarters of respondents expressing a view were ‘satisfied’ or ‘very satisfied’ with the provision of security personnel and over 85% were ‘satisfied’ or ‘very satisfied’ with the cleaning and management of waste in common areas. The survey also revealed areas for further development, which we will look to address in our centre manager plans for the coming year. These include improving parking provision for centre staff, providing more natural light and greenery into our centres, and raising awareness of initiatives  to promote sustainability at a centre-level. 
of occupiers were either 'satisfied' or 'very
satisfied' with their centre manager

Staff wellbeing survey

NewRiver’s 120 head office staff play an integral role in our business, and their wellbeing is a top priority for us. In FY18 NewRiver launched a staff wellbeing programme which includes aspects such as encouraging physical activities, supporting flexible working and providing healthy food options. Our flexible working practices enable our staff to work in a way that is smart, focused and tailored to their individual needs. The effect of this is visible through our low absentee rates of less than 0.5%.

Our aim in FY20 is to implement more activities which will help to foster a healthier working environment. We are participating in “Thrive at Work”, a programme seeking the highest level of accreditation to demonstrate our commitment to employee health and wellbeing.

We have also enrolled in a campaign called “This is Me”, a business-led campaign to support organisations and their employees, to talk about mental health. It encourages people with experience of a mental health problem, whether their own or a loved one, to share their stories and end the stigma around mental health issues.

In June 2018, NewRiver conducted its first staff wellbeing survey, which covered topics including:
  • Physical health, levels of exercise and diet;
  • Mental health, levels and drivers of stress;
  • Work-life balance; and
  • Personal and career development.
The survey was sent to all NewRiver and Hawthorn Leisure staff, and had an almost 80% response rate. The findings were very favourable, with the majority of staff considering their levels of physical and mental health to be ‘good’ or ‘very good’, and it also identified some important areas for improvement, such as making it easier and cheaper for staff to exercise, and encouraging more breaks during the working day.

Following the survey, an internal working group has been established to review the survey results and assess how the company’s wellbeing programme can be further enhanced.
response rate to staff wellbeing survey