Changing and Improving EO Example Statement (250 Words)
At EO level, assessors expect more than openness: they want you to have suggested a practical improvement and helped implement it. Show a small piece of analysis (what was wrong, how you knew), your personal actions during the change, and a measured result. Feedback you acted on should appear naturally in the story.
Example statement
SI worked as a receptionist at a 120-room hotel. Check-in involved long registration cards filled in at the desk, and queues built up every afternoon, especially when tour groups arrived together.
TI wanted to redesign the check-in steps so guests waited less, without losing any of the details we legally needed to collect from them.
AI timed the process over three days and found guests were repeating details they had already given us when booking. I suggested pre-printing registration cards before arrivals and trialled this for one week with the early shift. I asked guests and porters for feedback; the porters told me room keys were the real bottleneck, so I prepared key wallets in booking order each morning. My supervisor liked the idea but worried about errors, so I introduced a quick double-check where the guest confirmed their details at the desk. I also proposed a sign and a separate queue point for tour groups, which the front-office manager agreed to test on busy Saturdays. I wrote up the new steps as a short guide and trained two new starters on it. I reviewed the timings again after a month and suggested one further tweak, moving the tourism leaflets away from the desk so guests did not stop to browse.
RAverage check-in time fell from six minutes to under three, guest satisfaction scores for arrival rose by 12 points over the season, and the changes soon became standard practice across all shifts at the hotel.
Use this as a model, not a script. This is an original example written for this site. Adapt the structure to your own experience — copying it word for word risks plagiarism and will not reflect your evidence.
Why this scores well
- You analysed the process yourself before suggesting change, which is what separates a considered improvement from a complaint at EO level.
- The actions show you responding to feedback from guests, porters and your supervisor, and adapting your idea each time.
- Results cover time, satisfaction and adoption across all shifts, giving assessors the measurable evidence they score highly at EO.
What EO level requires
| Grade | What assessors expect |
|---|---|
| AO | At AO, Changing and Improving means being open to new ways of working, suggesting simple ideas to improve your own tasks, and responding positively when someone gives you feedback. |
| EO ← this page | At EO, Changing and Improving means suggesting workable improvements to team processes, helping put them in place, and adapting your own approach when feedback or circumstances change. |
| HEO | At HEO, Changing and Improving means reviewing working practices, leading small-scale change with a clear method, involving the people affected, and measuring whether the change worked. |
Common mistakes at this level
- No feedback or adaptation moment anywhere in the Action
- A result that is asserted ('it worked much better') rather than measured
- Choosing an example far above your level, like a company-wide system, with no credible personal role
Frequently asked questions
Yes, and it often strengthens the example, because it shows you look beyond your own task list. The rules stay the same: be clear about your personal role, keep the scope credible for EO, and show the result. Improving a shared process is exactly the initiative assessors want at this grade.
Most departments ask for 250 words per behaviour at EO, though some ask for 500. Check the job advert every time. At 250 words, aim for roughly 35 on context, 25 on your task, 150 on your actions and 35 on the result, so the evidence sits where assessors score it.
Time saved, errors reduced, queues shortened, money saved, complaints reduced — anything honest you can count or reasonably estimate. 'Roughly' and 'around' are fine. One solid number beats three soft claims, and it gives the assessor a concrete justification for a higher score.
Next step
Get the free EO statement template pack — the same STAR structure used in this example.
Download the template pack