Case Study: Potbelly improves frontline leadership and reduces turnover with WorkStep

Potbelly cuts frontline turnover by 30+ points with WorkStep

Potbelly, a national sandwich shop chain, faced significant challenges in rebuilding its people processes and measuring frontline employee sentiment after the pandemic. They lacked leading indicators to gauge their work environment and had no structured way to measure or develop the effectiveness of their critical General Manager roles. To address this, they partnered with WorkStep to implement a modern continuous listening program.

The solution, the Potbelly Pulse program powered by WorkStep, provided a systematic feedback loop for General Managers. This initiative led to a dramatic over 30-point reduction in frontline turnover and integrated real-time feedback into core business processes. WorkStep helped Potbelly develop stronger leaders, create accountability, and correlate employee feedback with business outcomes, saving hundreds of thousands in turnover costs and improving the work environment.

Potbelly