1. “We can give great service — if the systems allow us to.”
Operational blockers — unreliable systems, lack of stock visibility, unclear processes and no quick support during peak hours — drain more energy than motivation issues.
2. “The manager shapes the culture of the day.”
The shift manager is the single strongest cultural influence. Employees told us their day depends on who is managing the shift; fairness and support vary widely.
3. “We hear updates too late — or differently in every store.”
Communication degrades as it travels through layers. Delayed or inconsistent messages create misalignment and inconsistent customer experience.
Why leaders should care
Store employees deliver your customer experience, brand promise, culture and operational results. Their voice is an early warning system — which is exactly why we built Pulse of the Field.