Feedback
At Routes To Work, we believe that listening to our staff is essential to improving what we do. Feedback helps us understand what’s working, where we can improve, and how we can adapt as we continue to grow the Routes To Work Way.
Staff feedback
Our annual staff satisfaction survey was completed by 81% of employees in December 2024 – with 70 colleagues sharing their views on work, wellbeing and workplace culture.
This is the third consecutive year we’ve asked the same questions, aligned to the five dimensions of the Scottish Government’s Fair Work Framework: Effective Voice, Opportunity, Security, Fulfilment, and Respect.
Here are some of the standout results from our Staff Feedback Survey:
94%
Proud to work for Routes To Work: 94% of colleagues feel proud and committed to RTW, up from 91% last year
81%
Would you recommend RTW as an employer? 81% of staff would recommend us as an employer
91%
Effective Voice: One-to-one meetings with managers were rated 91% effective – the most effective communication route across the organisation. Employee Forum rep visibility and influence also increased across every measure
81%
Opportunities to develop: 81% say their job offers good opportunities to develop their skills
Among the positives, the impact of Intent-Based Leadership training has been noted in stronger relationships and more effective communication across teams. Line management relationships are a major strength, with 94% rating their manager relationship positively. Generally, there is a great deal of positivity among staff and we are grateful for their ongoing hard work as we continue to provide the best service possible for our clients.
Acting on what we’ve heard
We are proud that our culture allows space for these honest conversations. This year’s survey feedback led directly to staff consultations and proposed improvements, including:
Client feedback
Listening to our clients is a vital part of how we measure impact and improve what we do. Each year, Routes To Work surveys those who have used our services to understand their experiences and outcomes.
In 2024–25, we gathered 686 responses from across North Lanarkshire and our new delivery areas including Clackmannanshire, West Lothian and West Dunbartonshire.
Here are some of the highlights of the Client Feedback:
96%
96% said staff were helpful and respectful
92%
92% said staff took time to understand their needs
90%
90% said their confidence and motivation increased
85%
85% said they now feel more job-ready
82%
82% said they had a better understanding of the labour market
This feedback reflects the same core values we’ve had since day one: relational support, respect, and a relentless belief in people’s potential.
“I have mental health issues and sometimes I find it hard to communicate with people. But they were very helpful and understanding with me. They made me feel better and more confident.”
Client
“I’ve been in and out of work for a long time and started to lose hope. But the support and encouragement I got helped me believe in myself again.”
Client
Our delivery model is highly personalised, and the feedback we’ve received affirms that this person-centred approach is still making a difference – even as we grow.
In our newest areas of delivery, satisfaction also remains high:
West Lothian:
100% found staff helpful/respectful; 95% felt more confident and motivated
Clackmannanshire:
98% said RTW helped them become more job-ready
West Dunbartonshire:
100% said we helped them feel more confident and motivated
Where we can improve
While the results are overwhelmingly positive, we’re also acting on areas where feedback shows room to improve:
While 82% felt they understood the local labour market better, this dropped to 75% in West Dunbartonshire – we’re reviewing how we share this information with clarity and confidence
We also trialled some questions around digital engagement, and the feedback here was mixed. While many users were comfortable with email/text comms, some expressed a preference for face-to-face support or more help with digital tools.
Moving forward
Listening to our clients helps us make our services stronger, more accessible and more impactful. The positive results across our new and established areas are a sign that we are growing in the right way – staying true to the Routes To Work approach, wherever we go.
As one respondent summed it up:
“Everyone was great with me. They treated me like a person and helped me believe I could do something better with my life.”
Recognising excellence - the Different & Better Awards
Once again this year we held the Different & Better Awards for Routes To Work staff, awarding those who had gone over and above in the workplace and celebrating them!
Here are your award winners for 2024/25:
Liam Burke & Scot Smith
Excellent Customer Service
For representing Routes To Work while delivering in new local authority areas – offering reassurance to external partners and clients by demonstrating our person-centred approach in every conversation.
We want to take this opportunity to thank all our staff for their continued hard work in delivering the highest quality service for our clients - in North Lanarkshire and now beyond too!
