Westminster Abbey

Introduction

Westminster Abbey is one of the world’s great churches, with a history stretching back over a thousand years. It is also a medieval architectural masterpiece at the heart of a World Heritage Centre and a leading international tourist attraction. As a place of worship, celebration and ceremony, many of the most significant moments of British history have happened at Westminster Abbey. It has been the Coronation church since 1066, and is the final resting place for many of the great kings, queens, poets, musicians, scientists and politicians of our past. The Abbey is primarily a working church but also a tourist attraction – since they receive no funding from the Church, the Government or the Crown they rely on visitors and donors for support.

The Challenge
Westminster Abbey wanted to understand employee views and enhance employee engagement by ensuring staff had a genuine voice and a platform to express their views. While gathering feedback was a priority, the key focus was on ensuring employees saw meaningful action taken in response to their insights.

Partnering for Insight
Nicky Birch, Learning and Development Manager at Westminster Abbey, was introduced to The Survey Initiative through a recommendation from a colleague who had worked with us in a previous role. They were looking for support in designing and delivering an employee survey that would lead to practical outcomes. Additionally, they required a provider capable of incorporating previous survey results for comparison, offering valuable insights into trends and areas of progress.

Survey Findings
Westminster Abbey achieved a strong percentage positive score of 89%, demonstrating a high level of motivation and commitment from employees. In fact, 96% said they are proud to work at the Abbey. The survey results revealed both areas for improvement and notable progress in key areas compared to previous results. They provided clear insights into where positive changes were taking effect and where further focus could drive even greater impact.

Actions Taken
Based on our presentation of the survey results, observations, and recommended actions, several initiatives are being introduced to enrich the workplace experience:

• Internal Communications Overhaul – Appointment of a new internal communications manager, introduction of a new intranet, and engagement events to improve information sharing.
• Wellbeing Initiatives and a comprehensive Benefits Review – A full review of the various support packages, such as; annual leave, other leave types, medical etc. including a focus on enhancements to work-life balance support
• Estate Review – Vitality areas, and additional wellbeing benefits.

The Impact
The changes already feel meaningful, with employees recognising that their voices are being heard. There is a stronger sense that feedback is taken seriously, helping to build trust in the process. As Nicky put it:

“It felt very personal – like you knew us and understood us. Our people feel heard, and we’re already seeing positive change as a result. The experience has given us valuable insights that will help shape our approach in the future.”