“Implementation with Murray has been the easiest of all the categories we’ve changed supplier for this year”
Retail Project Manager at B&Q
Driving colleague wellbeing and customer experience with the UK’s largest home improvement retailer
Introduction
An Uncomfortable Workday
Frustrated with reactive service from their previous supplier and a poor-quality uniform that left staff disengaged and uncomfortable, B&Q reached out to Murray to evolve their retail uniform.
Keen to maintain their signature black and orange look, B&Q needed a proactive supplier to craft a bespoke range to improve colleague and customer experience.
The Science of Uniform®
We took B&Q through our Science of Uniform® process, enabling us to truly understand the factors that enable their employees to ‘Work Smarter®.’
Initially, the project focused on the wearer but quickly grew as we discovered opportunities with the customer experience and stricter budgetary controls to reduce unnecessary overspend.
Fabric was quickly identified as one of the major factors. We trialed a variety of options in-store before recommending the perfect fabric composition for B&Q’s working environment. The result is a softer, easier to care for and menopause friendly uniform.
”“Uniform is more complex than I realised, but the implementation with Murray has been the easiest of all the categories we’ve changed supplier for this year.”
Retail Project ManagerB&Q
To assist with their diversity and inclusion goals, we have expanded their uniform offering to include a female fit stretch trouser alongside an additional maternity option with an elasticated band ensuring female colleagues feel comfortable and confident when serving customers.
As part of the transition to the new Murray uniform range, we adopted over 100,000 pieces of existing uniform stock, creating a frictionless transition to the new Murray range without disruption to colleagues.
Take a Look!
We provide uniforms for B&Q’s stores, Tradepoint and distribution centres.
Uniform End of Life
To help meet B&Q’s sustainability goals, Murray implemented an innovative recycling solution to ensure no uniform returned to us goes to landfill. We have proactively driven internal communications across the business to encourage uptake of recycling. Since the start of the contract, we’ve seen a 12-fold increase in recycling compared to previously.
ESG is a key priority for B&Q, who have a long heritage in sustainability as a founding member of the Forest Stewardship Council in 1993. They have built on this work by offering refurbished tools at affordable prices and circularity initiatives such as a take back programme for old plant pots, which get recycled and turned into new planters.
Driving Employee Wellbeing
A key driver for the project was improving employee comfort and wellbeing. Our extensive research into fit and fabric via the Science of Uniform® helped lift wearer satisfaction to a world class +84.2 NPS… an improvement of over 150 points.
The increase in employee confidence has led to a significant improvement in customer engagement, directly impacting revenue for B&Q.
Reducing Overspend
”"Something I am really proud of is we've been able to save B&Q over £100,000 since the start of the contract"
Kirsty WorthingtonAccount Manager
Due to our state-of-the-art portal’s additional controls, innovations in fabric composition, and improvements in manufacturing, B&Q have had tighter control over their budget resulting in over £100,000 in savings over the past three years. We’re also seeing a vast improvement in garment lifespan, further reducing costs.
”“Working with Murray has been fantastic. They’re always coming to us with fresh ideas, style boards showing what we can do next, and raising anything that could arise as an issue and getting ahead of it. Now when you’re going in the stores and seeing everyone in the new uniform, it just makes me really proud that we have such a great partnership.”
Retail Transformation Project Manager
”"The trousers are great. We’ve got loads of pockets. We’ve got pens, phones, keys, and you can store everything in the trousers. The new gilet is fantastic. It’s a fleece material, really warm and great for the autumn when you don’t want a full jacket"
Health and Safety Advisor
”“You feel really smart. You’re not just working stock, you’re there to represent the business and to help customers.”
Store Operation Partner
