Case Study: Retail

Case Study

This employee reward and recognition system helped this retailer increase employee satisfaction and store sales.

Results

Twelve months after pilot launch:

  • The pilot audience had higher satisfaction with statistical significance on 24/25 employee satisfaction survey questions.
  • Seven strategic metrics – 5 Regional Organizations (Pilot Group ranked #1 on 6 metrics; #2 on the 7th metric).
  • 80% of store associates recognized or rewarded.
  • 100,000+ measurable recognition/reward interactions among approximately 12,000 employees.

This retailer had run numerous recognition and incentive programs, but few of them included tracking and reporting tied to employee engagement and results.

Issues

The company wanted to:

  • Increase employee engagement in understanding the business and how each role contributes to results.
  • Focus efforts on reinforcing employee behaviors that contribute to great employee and customer experiences, to drive improvement in overall business metrics.
  • Allow store management flexibility in running local initiatives to meet the specific needs of their store.
  • Improve employee satisfaction as a driver of employee retention.

Solution

  • Conducted an employee survey via Interactive Voice Response to establish baseline measures for employee satisfaction.
  • Provided store management with turnkey launch kit: training DVD, manager launch guide and promotional collateral.
  • Created elements for each employee to keep program top of mind in each store(English, Spanish and French Canadian).
  • Utilized BI’s Performance Exchange™ platform to operate corporatesponsored contests and recognition programs and field and store leaders manager discretionary recognition programs.