Case Study: 24Seven fills 70% of roles internally and streamlines hiring with Mercer Mettl

How Mercer | Mettl helped 24Seven stores to find and develop employees who offered superlative customer service round-the-clock

24Seven, India’s first 24-hour retail chain with 100+ stores, was scaling rapidly and faced inconsistent recruitment, high attrition, subjective promotion decisions, and the need for employees with unique round‑the‑clock skills. To address this, Mercer Mettl was engaged to deliver a high‑potential identification program and standardized hiring assessments via a virtual assessment and development center (VADC), with multi‑language support and secure proctoring.

Mercer Mettl implemented objective assessments for hiring and development, streamlined recruitment across geographies, and ran scalable high‑potential identification to feed internal promotions. As a result, 24Seven now fills 70% of positions internally, reduced store manager attrition from 55% to 20% and average store attrition from 40% to 18%, improved candidate quality and Employee NPS, faster time‑to‑hire, and stronger retention and customer metrics—outcomes driven by Mercer Mettl’s assessment solutions.

24Seven

Gautam Saraf

Head HR