Survey Period: 1st November – 25th November 2018
Employee Survey 2018
Overall Company Results
Specific Store Results issued separately
42 Survey Questions:
rate on a scale of 1-7 with 1 being strongly
disagree to 7 strongly agree.
Organised into 10 Themes (see left)
1 question: Employee Net Promoter
Score rate on a scale of 1-10
“I would recommend this organisation as a place to
work to a friend or relative.”
Response rate Survey average %favourable
67% 4.9 64%
1581 people responded and 2363 Questions could be scored on a range of 1-7 (strongly disagree to
people were invited. A 67% response strongly agree). The employee Net Promoter Score question ‘How likely are
rate. you to recommend HRL as a place to work….” was out of 10 and excluded
from this survey average figure.
Average Score was 4.9 and the % favourable average score was 64%. This
indicates that of all ratings provided, 64% of these ratings fell within the range
of 5 to 7.
Area Participation & Theme Average Scores
Area Participation Rates
How did each Theme Score?
% Favourable i.e. % of ratings falling
within the range of 5-7
Overall question Average Scores
Question % Favourable Average Question % Average
score Favourable score
My role enables me to work well with others 85% 5.6 My manager helps me to improve my performance 65% 4.9
I have the right level of responsibility to do my job well 79% 5.6 4.9
The Company makes a valuable contribution to the community and worthy 78% My manager motivates me to achieve my best 64% 4.9
causes 5.5 4.8
I am encouraged to use my initiative in my role 76% 5.4 The physical working conditions at my location of work are good 64% 4.9
My manager trusts me to make decisions in my role 75% 5.4 63% 4.9
My skills are well used in my role 74% 5.2 My manager thanks me when I d.o a great job 4.7
I enjoy my job 72% 5.4 4.7
My manager helps me to understand what is expected of me in my role … 72% 5.3 Management communicates the company's ambition/future plans 62% 4.7
My team works well together to get things done 71% 5.2 4.7
I have all the resources I need to do my job well 69% 5.2 The Company embraces change 61% 4.7
I believe there are opportunities to progress within the Company 68% 5.1 4.7
The company has clear values to guide the way we work 68% 5.1 My manager thinks it is important that I develop my skills 61% 4.6
I feel encouraged to perform to the best of my abilities 68% 5.1
The Company has a plan for the future 67% 5.1 I challenge situations where I see others not living our company values 60% 4.5
I believe in my company's values and can put them into practice in my day-to- 67% 4.4
day work 5.1 The Company is a great place to work 59% 4.5
We have the right skills and abilities in our team 66% 5.0 4.1
I trust the leaders in our company 66% 5.1 My manager gives me regular feedback on my performance 59% 4.0
Our team works well with other teams in the Company 66% 5.0 54.0
My manager role models our company values in their day-to-day work 66% 5.0 I feel able to balance my work and personal life 59% 4.0
I am able to develop the skills I need to progress 65% 5.0
I have the opportunity to learn and develop in work 65% The company is focused on developing great leaders 58%
I am trusted to try new things to improve the way we work 58%
My manager encourages discussion in our team by asking for feedback 57%
I am encouraged to come up with ideas to improve the way we do things 55%
I have a say in decisions that affect my role 55%
The Company encourages the health and wellbeing of employees 55%
I feel appreciated for the work I do 46%
The benefits I receive are fair for the work I do 45%
I feel fairly rewarded for the work I do 44%
The company recognises employees who exceed expectations 43%
Manager index Question % Average
score I am encouraged to use my initiative in my role favourable score
4.9 76% 5.5
Manager index My manager trusts me to make decisions in my role 75% 5.4
My manager helps me to understand what is expected of me… 72% 5.4
I feel encouraged to perform to the best of my abilities 68% 5.1
My manager role models our company values in their day-to-day work 66% 5.0
My manager helps me to improve my performance 65% 5.0
My manager motivates me to achieve my best 64% 4.9
My manager thanks me when I do a great job 63% 4.9
My manager thinks it is important that I develop my skills 61% 4.9
My manager gives me regular feedback on my performance 59% 4.7
My manager encourages discussion in our team by asking for feedback and opinions 57% 4.6
I am encouraged to come up with ideas to improve the way we do things 55% 4.5
I feel appreciated for the work I do 46% 4.1
What line managers do greatly affects employee engagement and these questions are centred around what good leadership looks like. This table 6
displays the average scores and % favourable ratings for those statements that were part of the management index. This indicates that of all ratings provided,
64% of these ratings fell within the range of 5 to 7. Recognition also features as an area of improvement within the management index, with the lowest
scoring question being ‘I feel appreciated for the work I do’..
eNPS –Employee Net Promoter score.
Current eNPS score eNPS Score Spread
-13 10 128 314
9 300 350
8 107 172 234
7 176 250
Type Number of scores Percentage 6 79
Promoters (9-10) 442 30% 5 76 200
406 27% 4 67
Passives (7-8) 638 43% 3
Detractors (0-6) 2 102
0 31 100 150
Employee Net Promoter Score (eNPS) examines the question ‘How likely are you to recommend Henderson Retail as a place to
work to a friend or relative?’ It also gives an indication of levels of engagement within the workforce. The score is obtained by
subtracting the percentage of ‘detractors’ from the percentage of ‘promoters’. The maximum score is +100 and minimum is -100. The
Company eNPS is -13 and this is above the Global Retail Benchmark of -18 however our aim is to get a positive score (target +5)
Highlights & Areas of Focus
▪ Teamworking – many described good levels of teamwork and cooperation within immediate teams.
▪ Many said they enjoy their role, understood what was expected of them, are encouraged to use their initiative and trusted to
▪ Colleagues feel encouraged to perform to their best
▪ Company has a strong focus for the future and many believed there are lots of opportunities to progress in the Company.
▪ Colleagues enjoy working for an organisation that is committed to positive relationships with the community & good causes.
Areas of Focus
• Reward & Recognition - how do we help colleagues feel valued and recognised through financial and non-financial ways?
• Are all colleagues aware of all the benefits available to them?
• Lots of people saying there’s lots of opportunity to simply say thank you to each other more often and seeing behaviours/actions
that make them feel appreciated, get feedback on how they’re doing and encouragement to progress.
• What does going the extra mile look like and are we communicating the ways you can be recognised for this? There are award
systems currently place but perhaps they’re not widely seen/known?
• Colleagues feel less convinced that managers encourage discussion, seek ideas and give feedback.
• Wellbeing- many colleagues suggested that shift patterns, resourcing issues, sometimes unfair allocation of shifts/rotas across
teams and not knowing rotas in advance had a negative impact on their wellbeing and work-life balance.
• Some environmental issues were identified e.g. stores/work spaces, heating, toilet facilities etc.
We received almost 2000 anonymous free text comments which gave us deeper insight into the ratings provided on the
survey. Great to see lots of positive feedback and in the areas for review/action - key themes coming out from the
comments are summarised below:
• Unsatisfactory • Working hours: • The role: • Resourcing issues
Leadership/Management perceived unfairness around the variety of tasks – time spent on impacts on teams, barriers to
style: allocation of hours/rotas across tills/floor – the need to make providing quality service and
teams, favouritism, insufficient work variable and interesting. keeping standards high.
Good Leadership = communication, notice of rota, shifts
support, supporting learning and
development, effective & fair
resource allocation, performance
conversations, encouraging ideas,
• Reward and Recognition: • Communication: • Teamwork: • Facilities/Physical working
Pay and benefits, working hours, understanding the bigger picture, Although the majority of conditions:
shift schedules/patterns. company plans/awareness of career colleagues described good levels
pathways, opportunities for of teamwork some mentioned a staff facilities, toilets,, eating areas
Management style – verbal training etc (the KiT App should sense of unfairness in relation to & probably linked to timing of
recognition/giving praise/positive help here with the right content the amount of work some survey – heating in stores.
feedback highlighted as an area for provided) undertook relative to others.
Good Leadership is one of the biggest employee engagement drivers
Extracts of Positive & Negative Statements from our colleagues (anonymous free text comments)
• My manager is one of a kind, helpful, supportive, praises a good job and gives me encouragement
• My manager has really encouraged me to develop in my role and learn a range of new skills.
• Our team is well run. My manager ensures everyone is on the same page
• If there is a problem the management team are there at hand to help you and it isn’t a problem.
They are family.
• We have a great team. Everyone works hard and pulls their weight.
• Ideas are welcome in the store and implemented if agreed they are good.
• A thank you goes a long way but I’ve never heard that.
• I have never received a performance review or been encouraged to develop in my CA role.
• Only receive feedback when something is wrong. Praise and encouragement are hard to come
• My manager rarely thanks me when I do a good job or step up and help out others.
• Only feedback received is issues raised from Head Office.
Listen to your own Store Team for ideas/action points but here’s a few key essentials…..
Involving, Rewarding & Recognising Wellbeing Leadership
• Remember to say thank you, give praise and celebrate individual • Ensure fair allocation of shift-patterns e.g. • We’re continually investing in Leadership Development
and team successes evening/days/weekends across your teams programmes for store management teams. Use the
tools and learnings gained from these in your store
• Acknowledge, meet and listen to the team to find out their • Ensure shift patterns are scheduled to allow for team setting.
individual concerns, ideas or suggestions. Always give feedback appropriate breaks.
to ensure they know there’s action being taken. • Use your store Leadership Index to help you
• Give your team plenty of notice in advance of develop/sustain good leadership.
• Highlight examples of great work and behaviour by colleague, their rotas.
recognising their efforts and showing the team what good looks • Schedule regular follow-ups/reviews on your
like. • Let your team members know when they can talk Leadership index to ensure you’re making the right
to you in confidence about anything affecting changes to support your team.
• Use the various store/company recognition schemes in place to them.
reward behaviours which ‘go the extra mile’ • Work closely with your manager, HR and any other
• Raise awareness of the EAP Grocery Aid, Support Centre teams who are there to coach and guide
• Although pay and benefits issues can only be resolved at healthcare benefits such as BHSF and all the you to success.
organisational level, sometimes concerns are due to a lack of resources available to them and their family
understanding. Point your teams to the ‘My Benefits’ section of through our dedicated Well Aware Wellbeing
the KiT App to ensure they know their ‘Total Reward’ package. Website (all accessed through the KiT App)
Learning & Development Communication Team Roles/Work Environment
• Ensure you’re meeting with your team regularly through • Always share important information with your • Keep work interesting and motivate the team by carefully
huddles and holding 1-to-1s where people can discuss their team and help them understand what it means to considering the time spent on different tasks, upskilling
performance and aspirations. them. and finding out what they’re interested in.
• Review your team training needs on a regular basis and use the • Ensure your colleagues are aware of the KiT App • Ensure new joiners to the team are buddied up with
support available to you from Head Office to bridge any gaps. to keep updated on Group and other company experienced colleagues to help them settle in – people
• Give you team opportunities to challenge themselves and grow news. make up their mind on whether to stay in those first few
with different responsibilities. days – so good first impressions count!
• Any planned changes, see if there’s a way you can
• Ensure your team know about the different career involve your team in gaining ideas/suggestions. • Work environment issues – log maintenance calls on a
pathways/opportunities in HRL. Look at the KiT App for ideas. timely basis & link in with Support Team on issues/ideas.
Next Steps – Give Feedback to Teams Using your own Store/Dept Results +
Example Store Action Plan - Template
(Full excel template will be issued to the store)
Situation / Opportunity Score Task – what are we going How are we going to improve? Results Time frame Notes – Any Support/Training/Coaching
- Target for required from others?
for Improvement to improve? for next
Store Action Plans to be submitted ideally by 28th February.