NEWS RESULTS SPECIAL COLLEAGUE SURVEY. Message from the CEO. Star. chelmsfordstar.coop ISSUE 08/18. at the heart of our community

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1 Star NEWS chelmsfordstar.coop ISSUE 08/18 at the heart of our community COLLEAGUE SURVEY RESULTS SPECIAL Message from the CEO Dear Colleagues, The retail landscape is changing at the fastest pace that I have known in my career, driven by the rise of online retailing, the constant growth of the discount retailers, both in the food industry and in the area of general merchandise. These combined with the economic environment and the uncertainty around the Brexit deal are making trading tough. I believe that with retailing changing so fast, for retailers to survive and prosper retailers also need to adapt to the new environment. To be able to execute effective change, we need our colleagues to be engaged with the business and understand our strategies and objectives. While understanding these areas is important, it is also important for colleagues to be happy with their working conditions. To enable us to understand the areas that our colleagues are happy with and indeed unhappy with, late last year we asked you for your views on a wide range of issues in respect of the working environment and how the Society interacts with colleagues. I am pleased to say that we had the best response that we have ever had from a colleague survey and this has enabled us to get an excellent view of what colleagues think about the Society. I would like to thank all of you who participated for taking the time to complete the survey, as without your views we would be working blind, and I would encourage as many of you as possible to participate in future surveys. In this special edition of the colleague newsletter we have produced the findings of the survey and give you an insight into how we are planning to address the findings of the survey, to make the Society a better place to work. Yours sincerely, Barry Wood MCMI CIRM - CHIEF EXECUTIVE OFFICER 1

2 WHAT YOU SAID: In late-2017 we asked YOU what you thought of Chelmsford Star Co-op, and 48% of you responded (300 more colleagues than the previous year). Here s what you told us; 63.07% from 77.33% for of you would actively encourage family and friends to buy products and services Chelmsford Star of you actively enjoy working Chelmsford Star 67.15% Star would recommend Chelmsford as a great place to work 56.34% work 56.34% belonging would proudly tell others they for Chelmsford Star have a strong sense of to Chelmsford Star Each of these values have dipped slightly since 2016, however results may be skewed due to the earlier survey only being completed by 151 colleagues, compared to 2017 s 457. It is fair to assume that the recent survey results provide a far better representation of our work-force as a whole. This survey indicated an average colleague engagement score of 64.05%. We aspire to achieve 82% next time. 2

3 I am kept informed of my department s performance I am kept informed about the Society s performance 62.01% 55.50% It seems our managers have mixed success when it comes to communicating a store s performance to their team. We are looking into new ways to assist those responsible to simply and concisely update you all on how your store is performing. Currently, Society performance is discussed every 4 weeks with the Exec Managers and a Management Report is written by the CEO for our Board and the banks. This information allows the Exec team to keep their teams updated on performance, however there could be merit in compiling a simple concise document that details an overview of our business and making it available to all. I have a clear understanding of the Society s strategy and overall goals I can see a clear career path for me with Chelmsford Star Co-operative 73.24% 39.65% Our 3 year strategic plan for 2018 to 2021 is now complete and approved by the Board, and this gives us the basis for communicating our objectives to colleagues for the next 3 years. We will look into communicating this simply to all colleagues, whilst ensuring there is enough detail for everyone to understand how their contributions help the business achieve its goals. The biggest frustration for our colleagues is that we are a relatively small business, with limited progression opportunities, but they are out there and we must highlight them better perhaps alongside case studies of colleagues who have progressed recently. It is also worth noting, in relation to the low result, that a significant portion of our colleagues are students still to decide on a career path, and others are the second earner of a household looking for additional top-up income. I am encouraged to take initiative and suggest changes to make 61.12% This is seen as a positive response, however there is still room to improve. An obvious way may be to introduce a suggestion scheme and encouraging colleagues to leave their input and ideas there. Where I work the facilities such as toilet, fridge and staff room meet my needs 63.24% Common issues being raised included general cleanliness, maintenance issues with toilets and staff rooms being used to store stock. These are frustrating to see, as all stores have a daily cleaner, and there is an established process for reporting all maintenance issues. Stock in staff rooms is a common issue, and one that in the main there is no excuse for. An audit of requirements is now being conducted so we can begin resolving them. 3

4 I believe that I am fairly paid 51.86% Disappointingly low, despite general assistants having received an increase in their wages of 4% and 5% in the last two years, with a further 5% coming imminently. Colleagues I attend members meetings The Society has always strived to improve attendance at members meetings, specifically the AGM and Interim, but the reality is that they will never appeal to the masses. In the survey, colleagues told us the main reasons they didn t attend were lack of awareness, lack of interest, and the time and location of the events. The area most easily improved upon is lack of awareness and, though all stores already display notices with this information on in the weeks running up to the events, a save the date campaign targeting colleagues may increase awareness further. Note: The next members meeting is our AGM on 14th May at the Civic Centre in Chelmsford. What additional benefits would colleagues like to see as part of the employment package? Frequently suggested answers were: greater discount, healthcare, gym membership, free meals, pension scheme, pay rise, Christmas bonus. There may be opportunities for us to develop colleague discount, healthcare and gym membership, and these can be looked at in more detail. Free meals when working is not an option, and I m not aware of other companies offering this. Subsidised meals are more commonplace, and arguably this is already done through colleague discount. It is no surprise to see Christmas Bonus raised, but we are all aware that a bonus must be paid out of profits and must be sustainable. tend to look at hourly rate of pay, rather than other conditions that tend to be superior to other retailers such as sick pay, holiday pay, paid breaks, etc, but ultimately 99% of colleagues get a pay rise every year. Those that don t is on the basis their salary is above the rate laid out in the National Agreement. I believe there is merit in communicating the bargaining that the USDAW union does on colleagues behalf better as many don t understand their role. General Issues A number of colleagues cited the slowness and reliability of the tills. This is an area being actively pursued, and has been for some time. Vast improvements have already been made in the months since the survey was carried out, but we know we are still not where we need to be. Conclusions Responses were enlightening and have given management a good insight into what colleagues think about the Society. The results have given us some clear areas to focus on in the coming months, in order to improve views of the Society come the next survey. Actions arising from this survey are as follows: Introduce the Colleague Net Promoter Score Communicate Society performance more regularly Communicate strategy more clearly Publicise Members meetings more to colleagues Explain the collective bargaining arrangements Publicise the colleague benefits better Consider extra double discount days Carry out an audit of welfare facilities and take action to resolve issues. In addition to the issues highlighted through the survey, we need to look at the recognition package for long service as well as general acknowledgement of colleagues everyday lives. 4

5 Colleague Net Promoter Score Experts recommend that colleagues are surveyed regularly to assess whether opinions improve, and this is best performed using a measure known as the Colleague Net Promoter Score. Visit the website (right) to answer it through the training portal, thus keeping your answer anonymous on a scale of 1-10, how likely are you to recommend working at the Society to a friend, where 1 is not likely and 10 very likely. Leave your answer on survey.chelmsfordstar.coop Annual Pay Rise... Did you know you get a pay rise every April? Your next increase is just around the corner! The amount is negotiated every year between the Co-operative Employers Association and USDAW, the retail workers union. The negotiations are divided into 2 categories: General Assistants and Supervisors In 2015, this group negotiated a 2 year deal, with a 5% increase in the first year and a 3.5% increase in the 2nd year. In exchange, there were changes to their terms and conditions with the introduction of a 3 day waiting period for Society sick pay. This decision was put out to ballot to all union members and the deal was accepted. All other colleagues This second group negotiated a 2% increase in October 2015, and 1% increase in April No waiting days were introduced to this group s sick pay. For the ballot this year 327 ballot papers were sent out to USDAW members in the Society but only 86 completed ballot papers were returned. Further increases were negotiated for both categories. 5 At a glance: Since 2015, the following pay rises have been implemented; 2016 G/A /Supervisors 5% All others 1% 2017 G/A /Supervisors 3.5% All Others 2% 2018* G/A /Supervisors 5.1% All others 2% *with you from 1st April!

6 Your Benefits Many colleagues aren t aware of some of the fantastic extra benefits they have through employment with the Society. In addition to flexible working hours, training and apprenticeships, paternity and maternity leave, here s a list of what s available to you. Colleague Discount: Food: 10% off Quadrant: 20% off Brambles restaurant 20% off housewares, furniture, luggage and soft furnishings Between 10% and 20% off concessions 15% off carpets 10% off small electrical Travel: How many are you taking advantage of? 5% off (excludes flight only bookings) Funerals: 10% off professional fees Long Service Awards celebrating those reaching milestone lengths of service. We are currently looking at ways to develop it. Self Contributory Health Scheme We can provide affordable health cover from just 1.20 a week, which would allow you to claim up to 100% cashback on treatments such as optical, dental, physiotherapy or more. Pension Schemes The Society has two pension schemes to offer flexibility to colleagues. 1. The Now Pension scheme is the auto enrolment scheme and the Society currently contributes at double the rate of your contributions. 2. Society Pension Scheme This scheme requires you to contribute a higher percentage of your wages each week for an d pension based on your average level of salary. For more information, contact lisaw@chelmsfordstar.coop Death In Service a nominated contact of a qualifying employee who dies whilst in our employment may be eligible to receive a lump sum to the value of one year s salary. Access to Union Membership speak to your line manager to find out how to get in touch with your local Union rep. 6