This is the fourth edition of this report from the BSA, and it seeks to investigate current practices in member engagement at building societies and to share innovations and ideas that have been successful.

The report presents the progress building societies have made over the last two years in engaging their members, getting their feedback, and acting on their comments so that the members have more influence over the society that they own.

As mutually owned organisations, member engagement and corporate governance are closely linked. Whereas for plcs, such as banks, customer satisfaction is a means to maximise profits, for building societies listening to customers feeds into strategic decisions and the accountability of managers.

To download the full report, follow the link below -

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