Employee Listening

Stores Talk

Objective: To create a feedback culture which is reliable, efficient and consistent - making frontline colleagues feel heard about their concerns and challenges.

Audience: Frontline retail colleagues at Currys

Execution: I created a circular feedback model, Stores Talk, which established a single, joined‑up way for stores to share feedback and receive updates on actions taken. It brought together a squad of Store Managers and support centre colleagues from marketing, communications, trading, operations and systems to identify what was working well and address the operational challenges stores were facing.

Results: Operational issues were consistently resolved within the same day or week they were raised, which strengthened response times and boosted store colleagues’ confidence that their concerns would be acted on. Colleagues also began proactively raising issues through Stores Talk rather than the internal social media channel, demonstrating strong trust in the Stores Talk operational listening programme.

Listen to Currys Store Manager, Adele, talk about her experience of Stores Talk: