Currys

Learn how efforts in employee personal career development earned Currys the highest reported customer service in 20 years.

Challenge:
Currys, a major UK retailer, needed to retain motivation, sustain performance and reduce voluntary turnover, all while reducing the number of roles by 40%.

Solution:
At the heart of the solution was putting people back in charge of their future. The leaders of the Logistics Division were offered a series of 90-minute Workouts that focused on personal career development:

  • Create your own luck
  • Me, me, me
  • Cresting the curve

These were promoted in the style of a tabloid newspaper, which is what most of the employees read, and were available at times to suit shift workers.

Results:
Customer service was transformed to the best reported in over 20 years; the project was delivered under budget; voluntary employee turnover reduced by over 30%. In addition to:

  • 71% of session participants feeling good about their futures
  • 144% increase in the belief that the company cared about its employees

Related Results

Energy
British Gas
Challenge: Prior to the formation of “One British Gas”, many of the business areas operated in a decentralized way. A lack of engaging internal communication had left employees confused and misaligned and engagement scores were flat-lining. The leadership team was...
Finance
Santander
Challenge: Santander had a customer service problem: where 62% of their customers were describing their experience as ‘poor’. Despite having many of the best products, customers wouldn’t buy them and for every 10 new primary account customers, they would lose...
Utilities
Thames Water
Challenge: One of the UK’s largest utility companies was languishing towards the bottom of its industry’s customer service rankings. Mind Gym’s action research revealed that people were twice as likely to blame the organisation (aka “everyone else”) than take responsibility...