Objective: To stimulate sales and reward excellent customer service achievement.

Participation: 3,000 call centre staff, located in Bishopbriggs near Glasgow, Perth, Worthing Sheffield, Norwich and Southampton.

Mechanic: P&MM, one of the UK’s most respected motivation and performance improvement agencies, devised and launched a points based reward programme for Norwich Union staff who were targeted with achieving policy sales and renewals, or providing customers with excellent levels of customer service.  Each member of staff has a ‘points bank account’, with points added every month.  Staff have the option of spending their points on a range of gift vouchers and merchandise, although 97% of points have historically been redeemed for vouchers.  To drive awareness of the Kingfisher Gift Voucher, the KGV team devised and implemented a voucher vortex roadshow – creating theatre and drama.  For a four week period Kingfisher Gift Vouchers’ vortex machines became a permanent fixture at Bishopbriggs, Perth, Sheffield and Norwich and everyday at 2.30 p.m. each office prepared for the daily recognition of sales or customer experience performance and the vortex was activated.  Every member of staff who had, the day before, redeemed points for a Kingfisher Gift Voucher were invited to stick their hand into the whirling mass or prize-winning slips in the vortex to grab a prize.  Participants had a 1 in 3 chance of wining anything from an iPod; PSP, £1, £5, £20 or £25 Kingfisher Gift Voucher; through to sweets and chocolates or even a novel Wooly or Worth stuffed toy!

Results: Sales performances were increased, and Kingfisher Gift Vouchers became and still remain one of the most popular vouchers in the whole scheme. 

Comment: Lyn Gurner, Account Manager at P&MM: “The whole thing was driven and funded by Kingfisher Gift Vouchers – they delivered and set up the vortex at each site; sourced and packaged up prizes; worked out prize ratios; prepared the slips for each day’s play; briefed the centre managers and generally guaranteed the success of the roadshow.  It worked like a dream!”