Customer case study
How Best&Less boosted employee retention and engagement
reduction in employee turnover rates
increase to employee engagement scores
in savings to the company's bottom line.
About Best&Less
Best&Less is a leading Australian retail chain specialising in affordable clothing and everyday essentials for families, with a network of ~200 physical stores and an expanding online presence. Known for its wide range of products, including apparel, home goods, and footwear, Best&Less aims to provide quality at competitive prices. Family is at the heart of Best&Less and this translates to every aspect of their business and the relationships they create with their customers, employees, suppliers and partners.
The challenge
With approximately 3,800 employees nationwide (affectionately known as ‘Besties’), Best&Less recognised the importance of creating a supportive and safe environment for their team members. The rise of anti-social behaviour and customer aggression in retail has presented significant challenges. Employees, particularly those on the frontline, often face heightened risks due to increased incidents of hostility from customers. This environment not only affects staff morale but also raises concerns about their safety and wellbeing. The company sought to implement a solution that not only addresses workplace safety but also enhances overall employee engagement.
The solution
Best&Less partnered with Sonder, aiming to enhance the safety and wellbeing of their Besties.
“Sonder has become an essential toolkit for keeping our Best&Less ‘Besties’ safe and well, not only in the workplace but also at home. The personal safety tools such as smart check-ins and journey tracking are particularly vital for our frontline workers, especially given the rise in anti-social behaviour. We strongly encourage our Besties to utilise these functions when travelling to and from work.”
Fadia Nassif, Best&Less WHS and Injury Manager
Following the success of the partnership, Best&Less remains committed to driving further activation.
“Our focus now is on empowering our people leaders to proactively initiate wellbeing check-ins with Sonder, especially in high-risk areas. We view Sonder’s safety features as integral to our ongoing risk mitigation strategy. Additionally, the articles and resources within the app are invaluable, and we urge our leaders to leverage these tools when navigating difficult conversations, managing behaviour, or seeking guidance on mental health issues. I am a firm believer that as a business, we must recognise, refer, and assist in recovery for our Besties who may need mental health support.”
Fadia Nassif, Best&Less WHS and Injury Manager
Rosie Aloi, Risk and Audit Coordinator at Best&Less said she uses the safety features often.
"As the Internal Auditor for Best&Less, I travel alone frequently, often to remote locations. Sonder has become my essential safety net. I rely on its personal safety features (smart check-ins and journey tracking) to give me peace of mind, knowing that someone is always looking out for me in the background. There was a time when I was driving through a remote national park, and because I didn’t respond to a check-in text while driving, Sonder actually called to make sure I was safe. That’s when I knew this app would be a constant companion on my travels.”
Rosie Aloi, Best&Less Risk and Audit Coordinator
The results
The investment in employee health and safety has yielded impressive results for Best&Less. Engaging with Sonder has led to:
- A 6% reduction in turnover rates among employees who engage with Sonder compared to those who do not.
- Employee engagement scores have increased by 8% (including the “Organisational Fit” score, which reflects an increased perception among employees that we genuinely care about their mental wellbeing).
- These improvements have resulted in approximately $1.1 million in savings to the company's bottom line, emphasising the business case for all organisations to prioritise the health, safety, and wellbeing of their people.
The average Bestie engages with Sonder 10 times per month, accessing support for mental health, medical issues, safety, and more. This frequent interaction has fostered a culture of care and engagement, resulting in happier, more productive employees who feel supported in all aspects of their lives.
“Sonder is more than just a resource; it’s an integral part of our workplace health and safety strategy. We’ve embedded it into our business as a key component of our early intervention approach, ensuring that it is top of mind for all Besties when dealing with any challenging situation.”
Rose Makhoul, Best&Less Head of People & Culture
Conclusion
Best&Less’ commitment to employee health and safety underscores a vital message for organisations across sectors: investing in the wellbeing of your team is not just a compassionate act; it is a strategic investment that enhances company culture and drives business performance. By embracing tools like Sonder, Best&Less has reinforced a culture of care, demonstrating that prioritising employee safety and wellbeing ultimately benefits everyone involved.
“I always encourage my colleagues, especially those who travel for work, to use Sonder. It’s reassuring to know that if something happens while you're on the road, someone knows where you are and can help. The location-based alerts are also incredibly useful—I've received notifications about local incidents while travelling that have kept me informed and safe. It's not just about safety—it's about peace of mind, and that's something I believe everyone deserves, whether they're travelling for work or just heading home after a late shift"
Rosie Aloi, Best&Less Risk and Audit Coordinator
Company Info
Industry
Retail
Geographies
Australia
Workforce Composition
3,800 employees
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