Cover Story
Andrew Stephenson, HR director for furniture retailer DFS www.dfs.co.uk
“Many companies use NPS but I’ve not come across anyone that has it as integrated into their operations as we do. It’s part of the language internally and it means we need to constantly strive to exceed expectations in order for our customers to become promoters”
After two years I was promoted to be the company’s first HR Director. This was, and continues to be, a fantastic opportunity that allows me to ensure our people, who are undoubtedly one of our strongest assets, can receive the benefits of working for a company with a mission to be a world-class organisation.
DFS's objective is to take the Company from being a great British business to a world class business. To achieve this objective, the Group has a number of proven and developing levers of growth. A key component of our overall strategy is to deliver “outstanding customer care and expertise”.
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I understand that the DFS strategy is underpinned by your employee and customer centric policies could you tell us about these please?
ISSUE EIGHTEEN • FEBRUARY 2015