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SA Brains, a regional brewer with over 250 pubs across Wales and England, was on a mission to improve internal communication within its Retail sector and invited CW to gather feedback from staff and make recommendations based on the findings.
CW devised and facilitated a series of focus groups with five different grades of staff, as well as a one-to-one interview with the Retail Director, with the objective of establishing how effective each level of staff found the current channels, what preferences they had and what improvements could be made.
CW’s research and chairing of the groups independently of any senior management involvement led to candid and impassioned discussions about current processes, offering plenty of constructive feedback and suggestions for improvements.
Analysis of the findings identified many common themes and concerns, which were presented to senior management in a comprehensive report, along with recommended courses of action. Brains subsequently broadened the scope and asked CW to produce and manage an online survey to gather quantitative feedback from all staff to further canvass opinion prior to implementing changes