One of the paradoxes of British American Tobacco is that while to outsiders it may have an unenviable reputation, its employees by and large enjoy working for the company and are more satisfied than is the case in many other large organizations.

Pollsters have found much higher than average levels of ‘staff satisfaction’ among British American Tobacco workers compared with the majority of large international organizations, although such surveys are paid for by the company and so open to challenge.

However, in the UK, the most influential independent survey of the best firms to work for is compiled by the country’s biggest-selling Sunday broadsheet. Any company at least seven years old and with more than 250 employees is eligible for inclusion in The Sunday Times 100 Best Companies to Work For ranking, which evaluates issues such as trust in management, pride in work and the company, staff satisfaction and employee benefits. According to The Sunday Times, ‘companies can make it on to the list of the 100 Best Companies to Work For only if their employees put them there. No amount of corporate PR is an adequate substitute for the voice of the workers.’

British American Tobacco was one of only a handful of FTSE100 businesses to make it onto the list. It ranked 58th, above the Co-operative Bank (61st), which is well known for its commitment to corporate social responsibility, and Friends Provident (65th), the UK’s biggest manager of socially responsible funds.

One obvious possible explanation for this is that British American Tobacco staff appear content with their lot because they decided to work in the manufacture, distribution or promotion of a product harmful to health in return for a fat pay cheque. Yet the company’s regular employee opinion surveys show that while remuneration is an important factor in staff satisfaction in the group – as in all commercial organizations – it is far from the only one. The opportunity for personal development and working in teams also rank highly.

International Survey Research, an independent research body that has surveyed more than 40 million employees in over 2000 organizations worldwide, including British American Tobacco, says that ‘general levels of employee satisfaction are significantly more positive throughout British American Tobacco as a whole than would be expected in most organizations globally.’

Below management level, more than half of the employees outside China are represented by affiliates of the IUF, a Geneva-based international trade union federation speaking for workers in the tobacco and other industries. IUF general secretary Ron Oswald says: ‘British American Tobacco appears to generally respect workers’ rights and their rights to collective bargaining.’

Whatever the external arguments about tobacco, the company’s responsible attitude to its staff has been recognized in various arenas, and it outperforms many companies associated with responsible business practices in the eyes of the public. Critics may question its commitment to responsible behaviour, but one key stakeholder group – employees – needs no convincing. Given the nature of its business, this is no mean feat – and represents a tangible business benefit.