In the quest for revenue and EBITDA growth, Vodafone wanted their face-to-face experience to be the best on the high-street. They needed clarity and control on how people impact performance. Specifically, they wanted the silver bullet to fix attrition.
We worked with a cross functional team drawn from Retail and HR to deliver an insight discovery project into attrition and retail performance.

Attrition is about value not cost
Target the biggest impact
Time-to-competence matters
We revealed that:
- Attrition is about value not cost – While it can marginally lower costs, the greater benefit in a low cost-to-hire environment lies in improving productivity and customer experience
- High attrition was a myth – Our People Profit Management® analysis showed attrition wasn’t a pervasive issue, instead identifying specific stores and staff groups where the biggest impact could be made
- Time-to-competence matters – Given that there was a peak in attrition within the first 12 months and it can take several months to be fully competent, a major productivity gain could be made by focusing on reducing time to competence or extending length of service.