Brewing a passion.
The back story
‘Serving customers with excellence’ is the business belief of one of the UK’s high quality, historical brewers.
To achieve this belief, the brewery understand that happy and engaged staff will help to create happy customers.
Therefore back in 2011, Ixia were selected to:
- measure the level of engagement across the retail estate
- give employees an opportunity to say how they feel about working for the Brewery
- understand the key influences of engagement within the pub environment
- understand how the pubs compare to each other as well as against an external benchmark.
First and foremost we engaged with staff across the retail estate to understand what engaged them and what disengaged them at work. We gained valuable insights into what was most important to bar and hotel staff, what made the biggest impact on how they felt about working in their hotel and for the Brewery. We used the insights to build a short and highly relevant survey which was provided online and via paper survey to all the staff across the estate. of the bar staff completed the survey on their mobiles and we kept in touch with the managers to let them know their response rates throughout the survey period. Then came the analysis and the distribution of The results. The key to engaging the managers was to provide The results in an easy to understand format and involve them in a discussion about the concept of engagement. We brought them all together to discuss The results and explore the influence on customer experience.
We’ve been running pulse surveys twice a year and are also surveying their brewing, distribution and head office staff too. In the retail estate we have designed and run a development programme for their retail managers. The programme will provide a fun and engaging way for managers to gain some personal insights, reflect on their role and style as managers and on what they will do to create more positive customer and team member experiences. We know they work well after 6pm so our programme will keep them busy when they are at their best after dark!