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CASE STUDY

Costa: Channel audit transforms internal communication strategy for coffee shop brand

Costa’s UK internal communications team asked Sequel to devise an audit to review the channel landscape and propose a new comms mix capable of meeting the needs of Costa’s growing business.

The challenge
Our solution
The impact
The challenge

Voted the nation’s favourite coffee shop brand for 12 years in a row, Costa employs more than 12,000 people across 2,300 stores in the UK. But Support Centre (HQ) employees had no way to communicate directly with the baristas engaging with customers and serving their products.

Instead, internal communication depended on a cascade process that relied on area and store managers to pass communications along. Employees described this approach as being “right out of the 1990s”.

Costa’s UK internal communications team asked Sequel to devise an audit to review the channel landscape and propose a new comms mix capable of meeting the needs of Costa’s growing business.

Our solution

After meeting with the core IC team to agree objectives and a plan of action, we gathered qualitative and quantitative feedback from Costa employees.

From Bradford to Bristol, we travelled around the UK to ask store employees about communication at Costa. Which messages were getting through and what were they missing?

We also gathered feedback through interviews with 30 Support Centre employees and through an online, all-company survey – as part of which employees rated each channel individually, giving us a clear picture of their preferences.

The impact

We created a detailed report outlining emerging themes and making a number of recommendations based on the data and our best practice experience. It proposed a new channel mix using a powerful combination of employee engagement tools from the Microsoft Office 365 suite.

We presented our findings to IC stakeholders; first to the core team and then to their leadership. Afterwards, we helped our client prepare a business case by condensing our findings into a presentation for the Board.

The IC team took on board the recommendations, confident that the new platform for employee engagement and digital workplace transformation will revolutionise its communication.

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    Sequel Group Ltd
    9 Appold Street
    London
    EC2A 2AP
    What we do
    • Internal communications agency
    • Employee engagement content
    • Data-led communication solutions
    • Employee engagement measurement
    • Digital transformation agency
    • Digital workplace services and consulting
    • Intranet solutions
    • Line manager communications training
    About us
    Resources
    Sequel Group Ltd
    9 Appold Street
    London
    EC2A 2AP

    Do you want to increase 
employee engagement?

    hello@sequelgroup.co.uk
    Tel: +44(0)20 7354 5577
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