360 Feedback Products and Services

Quilter, a leading British wealth management company, partnered with Lumus360 to establish a purpose-built 360 degree feedback system that would support both immediate development needs and long-term organisational growth.

Quilter, a leading British wealth management company, partnered with Lumus360 to establish a purpose-built 360 degree feedback system that would support both immediate development needs and long-term organisational growth.

The project began with a pilot delivered through our fully managed 360 feedback service. Using this pay-as-you-go, no-contract service enabled Quilter to pilot the entire process at no financial risk or longer term commitment and meant the Lumus360 team managed the complete end-to-end 360 process, allowing Quilter to focus on communication and stakeholder buying.

With the pilot successfully completed, Quilter then moved towards a more scalable approach by adopting our self-managed 360 feedback product.

Challenge & Requirements

Keen to introduce 360 feedback across their management population, Quilter wanted a provider that could develop a bespoke 360 software solution, offer multiple implementation and reporting options and provide training and coaching support as required.

Their key requirements were:

• To develop the software around their brand, user journey preferences, automated workflows, and leadership behaviour framework
• The ability to test the approach before wider rollout, ensuring that both the 360 Feedback Services and the supporting 360 Feedback Products met their quality, usability, and scalability expectations
• To be able to provide both individual and group-level 360 reports
• To support internal staff to become 360 feedback coaches and provide an external coaching service for senior leaders

Solution:

To deliver a system tailored to Quilter’s needs, Lumus360 first developed a fully branded and customised 360 platform. This included designing the questionnaire, configuring user journeys, setting up automated communications, and creating a question set directly aligned with Quilter’s leadership behaviour framework.

Once the platform was built, we piloted the entire process with 12 managers using our fully managed 360 degree feedback survey service. This meant the L&D team could focus on the bigger picture: ensuring participant and respondent engagement and feeding user experience insights into continuous improvement.

Alongside the feedback collection, we provided developmental support in the form of a “Train the Coach” workshop to equip Quilter’s internal cadre of coaches with the skills and confidence needed to help participants convert their feedback into ongoing personal development. For the more senior leaders involved in the trial, Lumus360 also delivered our one-to-one 360 feedback coaching package.

With the pilot completed and the process proven, we trained selected members of the L&D team to use the 360 degree feedback software and handed it over to them as a self-managed solution, supported by ongoing technical assistance from Lumus360.

Outcome:

Following the successful pilot, Quilter transitioned to a fully self-managed approach. Confident in the platform and supported by out other 360 feedback products, which gave them total control over:

• Who went through the 360 process and when
• 100% oversight and set up control
• The quality and allocation of feedback coaches

Lumus360 continues to provide technical support, updates and access to additional 360 feedback products, ensuring Quilter can run their 360 programme smoothly and independently.