Templar Downie helps Tube scoop two awards

The London Underground has received two awards for excellence in staff motivation following a communications campaign by Templar Downie.

A campaign by Templar Downie and London Underground to motivate staff to provide excellent customer service has walked off with two coveted prizes at this year’s Motivation Awards.

The campaign played a critical role in delivering record levels of customer satisfaction, according to independent research. It also succeeded in raising staff morale and increasing motivation levels amongst the 6,000 London Underground
station staff.

Richard Carlisle, Chairman of Templar Downie, commented, “Employee communications is too often neglected and treated as a secondary area of marketing
activity. In fact it is just as important as marketing to consumers. We were amazed by London Underground’s commitment. Working with an enlightened and courageous client makes all the difference to a programme such as this.”

Joel Harrison, Event Co-ordinator at The Motivation Awards, commented, “The judges were impressed with the way this campaign dealt with what was an extremely important issue in such an effective way. It was highly targeted to the audience and communicated with them in a non-patronising way.”

Richard Smith, Head of Marketing, Customer Environment and Revenue at Transport for London, said, “This programme has been a breath of fresh air. Previously we were preaching to our staff about how they ought to behave. The winning campaign has allowed us to speak to them like human beings. It has been more successful than anyone anticipated.”

The Motivation Awards is aimed at recognising excellence in all areas of staff motivation and performance improvement, and is in its third year. Other winners at the Motivation Awards 2004 include Britannia, Jaguar, BSkyB, The AA, Bank of Scotland and Toyota.