Case Study: GO Outdoors achieves higher customer satisfaction and employee engagement with Reward Gateway

Retail organization uses platform to drive business strategy, increase customer satisfaction and improve employee recognition

GO Outdoors, a retail organisation with 2,434 employees across 67 locations, faced new ownership and a new MD intent on making the business “a great place to work and a great place to shop.” With 98% of colleagues offline, limited IT infrastructure and little budget for recognition, GO needed a low-cost way to improve internal communications, employee recognition and customer service. In 2016 GO launched its GOforit! employee engagement platform with Reward Gateway to drive the new people-first strategy.

Reward Gateway delivered an integrated engagement solution—peer-to-peer eCards, employee discounts, internal communications, manager resources and a wellbeing hub—through GOforit!. The programme helped lift engagement to the highest scores to date, generated nearly 3,000 eCards (including 170 sent by the MD), produced a 4% overall increase in “My Customer” satisfaction scores and saw 25+ stores exceed the 70% customer satisfaction target, supporting stronger customer loyalty and improved business performance.

GO Outdoors