AS18: How the BSB assesses ‘fuzzy’ human behaviour and culture concepts at banks

Abstract

The Banking Standards Board (BSB) exists to help raise standards of behaviour and competence across the UK banking sector, to the benefit of customers, clients, the economy and society as a whole. Over 2016 and 2017 the BSB conducted the largest ever assessment of behaviour, competence and culture in UK banking, involving 64,000 responses from those working within banks to a newly developed survey tool, with a further 1500+ people participating in detailed focus groups and interviews. This has allowed us to build a unique (and growing) data set. This session will cover our experience of: attempting to assess firms on ‘fuzzy’ human behaviour and culture concepts; analysing our data through mixed methods; visualising results in a novel manner to more easily observe and display patterns; translating this information to action at banks; and, a look towards where this leads us in terms of future work.