Case study: Boots targets feel-good factor

A key part of Boots UK’s business strategy is to create a good place to work. Stephen Lehane, HR director at Boots UK, says: “Our purpose is to champion everyone’s right to feel good, which we take seriously, not just for our customers, but also our colleagues.”

Boots’ annual Great place to work survey, first introduced in 2005, is used to measure staff happiness. It quizzes employees about their job and their manager, as well as about customers. It also measures employee engagement and invites written feedback from staff about changes they would make to improve their workplace experience.

In 2011, over 95% of employees took part in the survey. The results were sent to all Boots store managers, who used them to review how their teams feel and identify the role they can play in boosting happiness.

Employee engagement is achieved through e-learning and internal recognition awards. Lehane says Boots’ sickness and absence rates are better than average across the retail sector, thanks to its success in engaging employees.

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