WORKPLACE TRUST FOUND TO
SIGNIFICANTLY IMPACT KEY
BUSINESS RESULTS IN RETAIL
A recent research study by Great Place
to Work® (GPTW) Canada has iden-tified
highly significant relationships
between trust in the workplace and key
performance indicators (KPIs), includ-ing
retail sales performance, customer
service, employee turnover and work-place
illness. Correlating the results of
its Trust Index© (TI) employee survey
with KPIs at a large Canadian retailer,
GPTW found several relationships.
The top 25 per cent of retail stores
on the TI achieve seven percentage ba-sis
points greater sales performance than
the bottom quartile “low trust” retail
stores. On a $100 MM annual revenue
base, this translates to $7 MM greater
sales. Employee perceptions of trust in
the workplace alone account for 25 per
cent of the variance in annual retail sales.
The research findings go well beyond
this, having numerous implications for
other KPIs as well. For example:
■■ If you want to reduce employee
illness, create a workplace that is not
only physically safe, but which also
fosters work/life balance, straight
and honest feedback and a reasonable
work pace
■■ If you want to increase unit sales
per transaction, develop a culture
that trusts employees and delegates
responsibility
■■ If you want to reduce employee
turnover, develop flexible work
practices – for example, support to
take off work when necessary
“How employees perceive and experi-ence
their corporate culture, particularly
around relationships and trust, great-ly
influences business performance,” said
Dr. Ron Grey, senior vice president at
GPTW. “This study provides empirical
data and rich insights into which aspects
of trust and underlying culture manage-ment
practices drive different KPIs.” ■
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12 ❚ OCTOBER 2014 ❚ HR PROFESSIONAL