Following an initial physiological assessment of over 300 staff at 40 of Honda’s UK car dealers, it was identified that their ‘resilience index’ was some 20% below the norm and 30% below the target benchmark for general wellbeing in a high-performing organization.
The benchmarking exercise and issues raised by the staff during their feedback sessions provided the evidence and information for the design and delivery of the Retail Experience Programme. This linked emotional, motivational and physiological factors to individual ‘performance’ (both at work and home) and formed part of an ambitious coaching programme that was delivered across Honda’s dealer network in the UK.
Over a three-year period, the dealerships taking part in the programme recorded:
- 62% rise in staff retention in an industry notorious for high rates of churn
- 13% increase in staff ‘positivity’
- 16% rise in customer satisfaction
- 30% improvement in sales
Staff taking part in the programme rated it 92 out of 100 and it won the ‘Delivering Customer Experience’ category of the UK Employee Experience Awards in 2017.