A commitment to team member engagement
We believe increased team member engagement leads to enhanced individual, team and corporate performance. Since 2001, we have measured engagement using the Aon Hewitt web-based engagement survey, called Pulsecheck.
Each year, all team members are invited to participate in the voluntary and confidential survey. Survey results help us identify areas that we need to focus on to continue being a great place to work. After the survey results have been published on our company intranet, teams develop and implement action plans to address areas of improvement. Importantly, engagement results are included on our corporate scorecards with status reports and updates provided during regular business unit reviews.
Team members in TELUS International Philippines complete the same Pulsecheck survey as their Canadian colleagues, although it is run as a separate survey. For the first time, team members in Guatemala and El Salvador could complete the survey in English or Spanish.
We experienced high participation levels at the completion of every survey – domestic and international. In voluntary engagement surveys, it is rare and suggests many TELUS team members continue to be interested in expressing opinions about engagement and see evidence of action based on their feedback.
TELUS in Canada
In 2011, overall engagement has increased from 57 per cent to 70 per cent. This remarkable 13 percentage point increase from 2010 elevates TELUS into the highest engagement, best employer zone of organizations with engagement scores of 65 per cent or higher. Our third-party engagement partner, Aon Hewitt, has congratulated the TELUS team as they cite four or more percentage points as a significant one-year increase. Furthermore, they have confirmed “TELUS is the only company, of its size and percentage of team members covered by a collective agreement in Canada to achieve an engagement result of 70 per cent within their highest zone.”
13% to 70%
In 2011, TELUS domestic team member participation in the Pulsecheck survey was 82 per cent, up six per cent from the 2010 and 2009 levels.
TELUS International Philippines
Results from the 2011 Pulsecheck survey yielded an engagement score of 70 per cent, a decrease of four per cent from 2010. Participation in the survey was 69 per cent, up 11 per cent from 2010.
TELUS International Central America
Results of this initial survey showed an engagement score of 65 per cent and a high participation rate of 86 per cent.
All other TELUS International entities, except our South Korean joint venture, rolled up under the overall TELUS 2011 Pulsecheck domestic survey.
Engagement results and targets
| 2012 Target | 2011 Results | 2011 Target | 2010 Results | 2010 Target | 2009 Results | 2009 Target | |
|---|---|---|---|---|---|---|---|
| TELUS in Canada | 76% |
 70% |
59% | 57% | 56% | 54% | 62% |
| TELUS International Philippines | 73% | 70% | 76% | 74% | 73% | 71% | n/a |
| TELUS International Central America | 68% | 65% | n/a | n/a | n/a | n/a | n/a |
Engagement levels are aligned with our success in the marketplace across all segments of our business.
Based on survey feedback, we will maintain our focus on the areas where we have the most potential for improvement in engagement over the next year: work processes, career opportunities, performance development and compensation.
Not satisfied with the status quo, we are looking at increasing targets for 2012, in all areas of our business. The TELUS domestic target increase of six per cent focuses on our desire to reposition our ‘nearly engaged’ team members to the fully engaged category by fall 2012. Internationally, we have chosen to increase our target by four per cent for 2012, based on the relative newness of the survey and recent focus on engagement improvement in this area of our business.