Employee resistance to change costs more than money

Superdrug approached Senseia after introducing a new customer process that ultimately led to a deterioration in satisfaction. We worked with the high street giant to complete a cultural audit which identified a disconnect between policy and people. Internal resistance directly impacted the success of policy application. By identifying a lack of satisfaction, we were able to support key influencers with an experiential intervention that co-created a new narrative around customer service. The result? A more than 23% increase in customer satisfaction.