Greggs identified issues with working hours as a key motivator for employees leaving the business, so the bakery chain introduced employee ‘health checks’, to gain a better understanding of employee needs. The company believes this could have a big impact on employee satisfaction and retention leading to better customer service.
As a customer-facing business, Greggs has an imperative to ensure that colleagues across its 1,800 shops are happy and engaged. Each year the company conducts an opinion survey of its staff; which has revealed a clear correlation between high levels of employee engagement and the best sales and customer service.
To improve employee satisfaction levels, Greggs did some analysis to understand why shop colleagues leave the business. Though Greggs has never used zero-hours contracts, many of its staff are part-time, generally contracted for 16 hours. However, Greggs’ analysis revealed that one of the most common reason employees leave the business is a need for more hours or greater predictability of hours.
To address this challenge, Greggs has introduced employee ‘health checks’ – where Shop Managers will meet with direct reports twice a year to understand whether they are happy with their number and frequency of hours. Every decision about shifts and hours needs to be a balance of staff preferences and the needs of the shop; but Greggs hopes that these check-ups will help to identify where there might be small adjustments which could have a big impact on employee satisfaction, and retention.
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