Our thinking

Cutting the keys to happiness

23 February, 2024

In our relentless pursuit of happiness, both personally and for those around us, the question looms: why do so many companies falter in prioritising employee happiness? 

Timpson, known for key cutting and repair services, and including brands like Snappy Snaps and Johnson Cleaners, stands out as a beacon of workplace joy, under the visionary leadership of James Timpson. Notably, Timpson has made headlines for its innovative approach to hiring ex-offenders, who now constitute 10% of its workforce. 

 Timpson sets a gold standard in measuring employee happiness and addressing unhappiness. Their approach is refreshingly simple: a single survey question asking, “On a scale of 1 to 10, how happy are you with the support you get from your team?” This simplicity, combined with room for open-ended feedback, allows Timpson to pinpoint both strengths and areas for improvement. With an impressive 86% response rate and an average happiness score of 9.1/10 in 2023, Timpson’s strategy of listening, adapting, and learning from both successes and mistakes is evident. 

But what’s the secret behind one of the happiest workforces in the industry? Embedding the company’s core values of trust and compassion into every aspect of its operations. Timpson believes in empowering employees, offering freedom to deliver outstanding customer service. This environment supports meaningful work, complemented by an approachable management and unique benefits such as driving lessons and free holiday homes (and even use of a company limousine for employees’ weddings). The outcome? A direct correlation between employee happiness and superior sales performance. 

For those intrigued by Timpson’s unique management and happiness-centric approach, James Timpson’s new book, ‘The Happy Index: Lessons in Upside-Down Management,’ offers deeper insights. All proceeds from the book benefit the Prison Reform Trust, underscoring Timpson’s commitment to making a positive impact beyond its business. 

By Alice Railton