Industry: Hospitality
About Gretna Green: Gretna Green, renowned as the wedding capital of the UK, hosts the Famous Blacksmiths Shop. With a history spanning over 260 years, it has been uniting couples since 1754. Today, it stands as a world-class, award-winning wedding destination featuring a 5-star visitor attraction, retail spaces, and three hotels. Owned and operated by the same family since 1885, this business has been a central part of Gretna Green and Dumfries and Galloway's local history for more than 130 years.
The challenge
The hospitality sector in the UK faces significant challenges in recruitment and retention, recently prompting a Parliamentary inquiry to understand the underlying causes. Keen to tackle this issue head-on, Gretna Green is determined to cultivate a world-class people experience. Zoe Adamson, HR lead at Gretna Green, partnered with New Possible to deliver a platform that facilitates real-time feedback and provides continuous, meaningful insight into employee engagement.
Results at a glance
- Launched a benchmarkable bi-annual survey with an 80%+ response rate, offering a 360° view of the people experience.
- Established an always-on feedback channel (TrustChat) accessible via QR code, which attracted suggestions from 10%+ of the workforce within the first six weeks.
- Worked with New Possible to create an Employee Voice group, granting employees direct access to the board and a chance to influence broader business strategy.
Launching always-on feedback
Eager to foster a culture of continuous improvement, New Possible helped Gretna Green develop and promote an always-on feedback channel tailored to a predominantly mobile workforce:
1. Creation of a virtual suggestion channel
Custom-branded and adapted for Gretna Green, the always-on feedback channel can be easily accessed via QR code. New Possible designed promotional graphics that were displayed on clocking machines and shared across internal social channels.
2. Actioning feedback and encouraging dialogue
The HR team is instantly notified of new suggestions. If an employee opts in, Gretna Green can also engage in an anonymous dialogue via the platform. Suggestions can be assigned to others within the organisation, internal notes added, and permission levels adjusted. Managers then receive these comments and communicate the actions taken.
Suggestions are received almost daily, at all hours – with 10%+ of the workforce engaging within the first 6 weeks.
Working with New Possible
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“Our partnership with New Possible has been instrumental in getting true data to base robust and positive decisions on and in supporting and developing a positive and productive work environment.
Here are some of the aspects we particularly love about working with New Possible:
Proactive and Responsive Service: Their team is incredibly reactive to our needs, ensuring that we receive timely and effective support. This level of responsiveness has made a significant difference in how we address and act on employee feedback.
Confidential Data Insights: They provide us with comprehensive, completely confidential data that helps us reassure of employees and understand their thoughts and feelings in depth. This data is invaluable for identifying areas of improvement and recognising our strengths.
Benchmarking and NPS Scores: One of the key benefits of their service is the breakdown of our feedback into a Net Promoter Score (NPS). This allows us to gauge our performance against other businesses in similar industries, providing a clear benchmark for our business.
Continuous Improvement: The always-on feedback mechanism via a simple QR code means we are able to continuously receive input from our employees. This ongoing dialogue helps us stay attuned to our team's wants needs and preferences, facilitating a culture of continuous improvement.
Overall, New possible has been a fantastic partner in helping us maintain a pulse on our key resource, our people. Their insights and support have been crucial in our efforts to enhance employee engagement and satisfaction.
We highly recommend considering a partnership with New Possible for your survey and feedback needs. They are a forward thinking accessible and innovative team that can provide the quality data and analysis required to drive meaningful improvements at work.”
About New Possible
New Possible is the people insight platform that’s committed to your success. We work with a range of sectors to provide clear, actionable, and benchmarkable insights across the employee lifecycle. Read about our mission, or book a demo to learn more.
If you’d like to discuss this case study further, please email hello@newpossible.io or call 0161 706 0618.
