OHO has been exceptionally successful, resulting in significant improvements in relationships between front- and back-office staff. Qualitative research showed that 97% of staff were extremely positive about the programme and its effect. The OHO feedback sessions raised many issues – which were addressed by management and improvements implemented. After just 6 months OHO has already had a marked effect on FNB internal measurements of staff’s “average happiness scores”, reaching a record high of 75%. Most significantly, FNB has deemed Operation Hands On to be so successful that it will be extended into 2007 – along with substantially bigger backing from the bank.