Survey on how NZ businesses reacted to the Hanmer earthquake

“We know where to take our business.”

A Flash Survey on how New Zealand businesses reacted to the Hanmer earthquake in November 2016.

A flash survey is a swift and nifty tool to capture what's happening during real- time events and in this case to gauge corporate leadership during this turbulent period after the Hamner earthquake and areas affected.

This has been the third flash survey after a major earthquake in New Zealand by The Stanley East Company since the devastating quake on February 22nd 2011 in Christchurch.

We saw then a number of major businesses had taken leadership in conveying not just business details of open/closed shops or offices but showed great compassion and provided resources for communities struck by the damage. We also mentioned those that had shown empathy in their messaging, after all we are all people.

Alas back then, one business had no mention of assisting people via their media during the terrible times that Christchurch and beyond had suffered.

We spoke to them afterwards to convey our dismay, their response was “there was an intranet for their staff”, however family, friends and customers would not have been impressed. And worst of all their main message on their website was their share market value that day!

In 2013 we conducted another flash survey and again we wanted to see evidence of good corporate social responsibility after this earthquake in Wellington. Improvements in social media should have ensured better messaging for what information was needed and yet we found dire examples of poor communication.

Despite public quake information that advised those working in Wellington CBD to stay away until at least the midday (later extended until the next day) we found out that one employer expected their employees to turn up for work in a CBD high rise building that morning leaving 3 people to walk up 14 stories and be left alone in an unsafe environment.

What of this most recent event in Hanmer and nearby areas?

Overall we were disappointed to see the majority of the 50 major businesses we surveyed using very ‘clinical’ words, and some customers seen on social media were struggling to get questions answered.

We wondered whether some companies had missed the awful event altogether or maybe they considered they were not affected/or not local enough to respond and in some cases we felt we were in a long dark passage of links to other links, just to find any basic information.

Our expectation is that this is an opportunity to show leadership in corporate social responsibility in New Zealand, this is not a chance to brag as to how a business has ‘given’ because most of what we saw was normal business anyway and it’s not about playing the ‘modesty card’ either, as we’re only interested in how a company is informing and supporting its community at this particular time.

Companies that want to sell products and services ensure good customer engagement and are savvy enough to know how important that connection must be when selling, so we were surprised in some cases to see this engagement lacking when times get tough.

We used the same criteria in our searches as with the previous two surveys on this subject. Was there clear messaging for staff and whether they should be staying at home for example?

What was there for customers who needed information immediately and how it was presented? Was there some way they could contact the business if necessary?

How did family and friends seeking for missing whanau navigate the labyrinth of corporate networks?

This is compassion folks, not hard to do, but a value that lifts each business out of the stuck–in-the-old-ways of Milton Friedman who called social responsibility programmes as ‘hypocritical window-dressing’ and that the social responsibility of business is to only increase its profits.

And yet Mr Friedman our response is “we know where to take our business.”

We shall present this information to the BACS Good Business Egg Award 2017 panels for their consideration and below are the businesses that have shown as ‘good eggs’ in this survey with a small selection of quotes added.

In alphabetical order

ANZ: Plenty of very clear directions for staff and information for customers.

“Staff should return to work subject to personal circumstances. Only essential staff should return to our Featherston Street buildings with everyone else flexi working where possible. The safety of our staff and customers is of the utmost importance and will never be compromised.”

Good examples of caring and a nice comment on Facebook, “your the only bank Ive seen posting all day with updates of closures and help Good on you ANZ no mucking around. (sic).

ASB: Good advice to help our neighbours, friends and fellow Kiwis.

And then in good intent went on to ask to donate to New Zealand Red Cross.

Looking after staff: “We're checking on all our staff & we'll have an update soon for ASB customers & staff about any building closures or disruptions.

BNZ: Great messaging to staff and customers with clear information readily available.

“Our thoughts are with all who have been impacted. Please take care of yourself and others and check with your local authority, civil defence and Radio NZ for important updates.”

Personable and kindly comments for their staff: “Our first concern is the welfare of you and your family. If you’re in an affected area please get in touch with your People Leader to let them know you are okay and check with the advice sources above for the latest information. Act according to advice about travel when deciding about coming to work and chat with your People Leader if you are unsure.”

Contact Energy: Provided wise words.

“That was a rough night for many New Zealanders; we hope you are all safe and looking after each other.”

Plenty of information forthcoming to customers. “We hope you are all safe, well and looking after each other in this difficult time. Our contact centres are fully operational and here to help however, we are experiencing high call volumes so we ask that you be patient during this time. If there is an emergency, please contact emergency services immediately.”

For our employees: “Our Brandon Street, Wellington office will be closed tomorrow given the uncertainty around public safety, transport and the severe weather that is making clean up a longer process than normal. Other sites are open and operational tomorrow but please put the safety of yourselves and your families first.”

New World: Good news as the New World supermarket re-opened under considerable difficulties.

Steve Anderson, CEO, Foodstuffs South Island Limited says, “The team worked round the clock yesterday to get access to Kaikoura and assist the owners in re-opening the store this morning. They are facing significant challenges with key services such as power and water having been out in the town for a period of time yesterday.”

New Zealand Post: Excellent information.

“Hi everyone, hope you're staying safe after the quakes last night. We have some updates about services today as a result of the quakes.” Lists of NZ Post and Kiwibank sites affected were kept updated. And several words to stay safe for all.

A Flash Survey “We know where to take our business.” J. Donvin-Irons. The Stanley East Company circa Nov 2016

Flash Surveys are provided for BACS: Business and Community Shares.

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