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The Retailer – Aligning people with process
The Challenge
A medium sized retailer with some 100 outlets had identified that its consumer brand was tired and needed refreshing. Their business plan called for a slight reduction in the number of outlets to concentrate on the most profitable together with a 'softly, softly' launch of a new brand encompassing new services. This required staff to understand the need for change and to commit to new ways of working. The company made a commitment to support staff through the process by putting into place a listening process, a training package and new terms and conditions.
The Solution
The retailer lacked any formal upward communication process to allow them to gather feedback from staff. Perfect Circle developed a questionnaire to allow the organisation to benchmark attitudes and measure changes over time. Using the results, we were able to identify those areas where applying resources (whether that be management time, training, improved pay) would support the change process. Changes in staff attitudes were tracked over a three year period.
The Outcome
Key indicators of success included:
- a better understanding among staff of where the company was going
- a perception among staff that the organisation valued them
- increases in the value that staff put on training
- higher morale
- increases in staff satisfaction.
These positive indices correlated with an increase in customer service levels measured by mystery shopping surveys (the retailer is now best in class) and a reduction in staff turnover of 25%.
If you would like help in conducting an employee survey,
or have carried out your research and need advice on what to do next, please
contact us on: 0117 915 4552, or click
here to email us now.
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