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B&Q

Delivering Design-Led Custom Uniforms for the UK's Largest Home Improvement Retailer

Sector
Retail
Colleagues uniformed
26,000
Year of rollout
2023
Six colleagues in black polo shirts, orange aprons and a fleece standing in a bright office atrium

Evolving a Retail Icon’s Uniform Without Losing What Works

B&Q needed to move on from a disengaged, uncomfortable uniform and a reactive supplier relationship, while preserving their instantly recognisable black-and-orange identity.

Murray was asked to design a bespoke range that improved colleague comfort and customer experience, without a disruptive large-scale colleague rollout.

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Eight colleagues in orange aprons and black workwear waving at the camera in a bright atrium
Savings Delivered
£100,000+
Increase in Uniform Recycling
12x
NPS Wearer satisfaction
+84.2
A store colleague in an orange apron and black polo shirt carrying two tubs of tile grout along a tiling aisle

Key Outcomes

B&Q's redesign delivered a bespoke black-and-orange uniform that kept the brand's recognisable identity intact. Colleague wellbeing and inclusion shaped the range. After in-store trials, a menopause-friendly fabric that is easier to care for was introduced. The fit range was also expanded to include more female options and maternity wear, supporting B&Q's diversity and inclusion goals.

The rollout caused no disruption. More than 100,000 pieces of existing stock were adopted into the new programme, so the transition was frictionless. Sustainability improved too, with a 12-fold increase in uniform recycling and zero landfill.

The results were clear. Wearer NPS rose to +84.2, a 150-point improvement. The programme also saved over £100,000 in costs across three years.

A smiling older colleague in a black polo shirt and orange apron in front of a tile display

"Implementation with Murray has been the easiest of all the categories we've changed supplier for this year."

Retail Project Manager, B&Q
A smiling colleague in a black long-sleeve polo and orange apron standing in a garden aisle

A Uniform Colleagues are Proud to Wear

Research Murray carried out with Coventry University found that 96% of employees believe customers judge a company by its uniform. 91% say what they wear affects their own confidence. That helps explain why B&Q's NPS gain showed up in customer engagement, not just as an internal metric.

The fabric trials produced a uniform suited to B&Q's working environment. It is softer, easier to care for and menopause-friendly. Small practical details like these change how colleagues feel during a shift.

The wellbeing research lifted wearer satisfaction to a world-class +84.2 NPS. That rise in confidence has translated into stronger customer engagement and a measurable impact on revenue.

The range now includes a female fit stretch trouser and a maternity option with an elasticated band. Female colleagues have options that fit properly and feel comfortable while serving customers, supporting B&Q's diversity and inclusion goals.

A smiling colleague in a grey fleece showing a tube of caulk to a customer at a trade counter

Delivering More, With Less Waste

With the Murray recycling solution, no returned uniform goes to landfill. Proactive internal communication has driven a 12-fold increase in recycling uptake since the contract began. A logistical add-on became a measurable sustainability win, in line with B&Q's own environmental commitments.

Rather than discarding existing stock, Murray adopted over 100,000 pieces of B&Q's current uniform into the transition. Colleagues moved into the new range without disruption, and nothing usable went to waste.

Tighter portal-level budget controls, better fabric composition and improved manufacturing have saved B&Q more than £100,000 over three years. Longer garment lifespans continue to reduce costs further.

"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."

Retail Transformation Project Manager, B&Q
A smiling colleague in a black fleece gilet standing in a garden aisle
A colleague in an orange apron helping a customer choose a floor tile sample
A B&Q garden centre colleague in a black short-sleeve polo carries two trays of potted daffodils along the plant aisle.
Two colleagues in grey workwear talking over a handheld scanner at a trade counter
A smiling man in a yellow hi-vis jacket and trousers driving a forklift truck in a warehouse
Close-up of black cargo trousers with a flap side pocket, the wearer's hand in the front pocket
A smiling colleague in a black long-sleeve polo and orange apron standing in a garden aisle

Frequently asked questions

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