Virgin Incentives and Virgin Incentive Days are celebrating after winning Gold at the recent Employee Experience Awards with Awards International.
After introducing a new feedback platform to better understand the team, the first employee engagement survey showed there was work to be done with a score of just 54%. The objective was clear – establish and sustain a culture which was reflective of the business it was, the business that they aspired to be and the people they needed to create it.
A new peer-to-peer recognition system was introduced, working groups were developed to delve into each department’s purpose and a clear vision for growth was set out, with five clear areas of focus: Clear Vision, Wellbeing & Social, Communication, Personal Growth and Recognition.
By listening to what their teams really wanted and needed, they achieved their best ever peak trading period, growing revenue upon the previous year by 40%. Staff turnover was reduced by almost 20%, CSAT scores were improved by 16% and this was underpinned by a business-wide engagement score of 73%, a huge 19% improvement in one year.
Chief Customer Officer, Danni Rush said “We’re firm believers that our people are the experts and we nurture and support them to drive our culture and improvements throughout our business. Building a more fulfilled team and supporting them to create and perform has seen us continue to thrive as a business, even throughout the toughest of years.
Over the last two years, both our Virgin Experience Days and Virgin Incentives team have been on a cultural change journey. Working with defined purpose and team involvement at the heart of everything we do and has resulted in dramatic improvements in both team engagement and customer satisfaction”.
Virgin Experience Days is an online business that sells experience vouchers, primarily as gifts. Originally launched with flying days there are now over 3,000 experiences, with everything from llama treks and virtual reality to luxury spas and Michelin-starred menus. Virgin Incentives is the corporate arm of the business and the corporate team partners with hundreds of companies across all verticals to help HR leaders with their employee engagement and corporate rewarding programmes.