Abstract:

In 1976, Woolworth's management were given a clear indication that a problem existed when MORI presented the findings of a major study they had carried out on the attitudes of Woolworth employees to the company. Although the main objective of the survey was not to probe staff-customer relations, the survey did demonstrate that many sales staff had an unfortunate "them and us" attitude towards customers. In total, MORI interviewed just over 9,000 employees throughout the company, and it became clear that, although there was a considerable amount of loyalty to the company, there was also a certain amount of dissatisfaction.