Case studies

Our case studies demonstrate the impact on both the individuals and the organisation

female car buyer
A case study from Honda UK

Linking stress to wellbeing and commercial performance

Following an initial physiological assessment of over 300 staff at 40 of Honda’s UK car dealers, it was identified that, the resilience index was some 20% below the norm and 30% below the target benchmark for general wellbeing in a high-performing organisation.

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).

We carried out our unique three stage BIO programme

Benchmark

  • Unique biometric benchmark of workplace stress

  • Individual report and dashboards of stress
  • One to one session with Occupational Therapist and specialist in workplace stress
  • Organisational workplace stress benchmark report and dashboard

Improve

  • Personalised stress management and wellbeing plan
  • Personalised goal setting
  • World leading stress management and wellbeing content.
  • Regular check-ins to help reach the goals
  • Regular behavioural nudges to stay on track
  • Organisational recommendations and improvement plan

Optimise

  • Annual biometric assessment of workplace stress
  • Individual report and dashboards of stress
  • Organisational workplace stress report and dashboard
  • Recommendations for optimising the programme

Commercial results

An ambitious coaching programme was then 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
  • 14% 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.

BIOStress dashboard

Results

  • 62% rise in staff retention in an industry notorious for high rates of churn

  • 13% increase in staff ‘positivity’

  • 16% rise in customer satisfaction

  • 14% improvement in sales

Feedback from Honda dealerships

We have been able to build a strong business foundation and culture with the help of the REP, with consistent uplifts in performance, customer satisfaction and colleague retention levels at multiple sites throughout our group.

Chris Taylor, Managing Director, Vertu Honda

I have seen real, positive improvements in sales, profit, customer satisfaction and the attitude of our staff. Importantly the team love it and it delivers commercial success as well.

Stephen Scott, Franchise Director, Holdcroft Honda

REP is the best training we’ve ever run here. It works on every level, improving our business and developing our people.

Ian Gibb, Franchise Principal, Yeomans Honda

I’m a supporter of the REP because the programme delivers, simple as that. It’s coaching that improves sales by developing our understanding of both our customers and our colleagues.

Warwick Humphries, Managing Director, HSH Motor Co Ltd
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