How a 4-day week can benefit our customers

In the last couple of weeks, we have started our 4-day week pilot. Here, Unji M. , our Executive Director of People, Change and Technology, talks about how a 4-day week can benefit our customers as well as our colleagues.

We’re almost a couple of weeks into our 4-day week pilot and I’ve already heard many stories about how colleagues have used their non-working day to catch up on life admin, go to a son's football match, spend some time gardening, enjoy a long walk with the dogs, tidy the house, work on a tapestry - the list goes on. It’s great to hear these stories and to see how colleagues are already starting to experience a better work-life balance.?

But, you might be wondering, “What does this mean for our customers?”

The short answer is that a happier, healthier, and more engaged workforce translates into better customer experiences. And I want to share some research and real-world case studies to show that a 4-day week can lead to better service outcomes.

The link between employee wellbeing and customer satisfaction

One of the primary drivers for us piloting the 4-day week is improving wellbeing. Studies consistently show that happier employees are more productive, more engaged and better equipped to deliver high-quality service. When employees feel supported, they’re able to bring their best selves to work each day - making a real difference in their interactions with customers.

The correlation between wellbeing and customer satisfaction is well documented. A study by Gallup found that engaged employees can improve customer relations by up to 10%, and organisations with higher employee engagement see 20% higher customer ratings. By adopting a 4-day week, we’re actively investing in creating an environment where colleagues feel motivated and valued, which means better service for our customers.

Real-world evidence of the 4-day week’s impact on customer service

Many companies all around the world have already trialled or implemented a 4-day week with impressive results. We are now becoming part of that global movement. Here are few notable examples:

Iceland’s Public Sector Trial?

The Icelandic government conducted an extensive trial of the 4-day week, involving over 2,500 employees across various public sector services. Even with reduced hours, productivity remained stable or improved, and customer satisfaction was either maintained or increased. The trial demonstrated that with better time management and a focus on efficiency, employees were able to maintain high standards of service delivery.

Perpetual Guardian, New Zealand

Perpetual Guardian, a financial services company, implemented a 4-day week on a permanent basis after a successful trial. The results were overwhelmingly positive: employees reported lower stress levels, improved work-life balance, and better focus. This translated directly into better customer outcomes, with the company reporting fewer customer complaints and increased client satisfaction levels. It’s a clear example of how enhancing employee wellbeing can lead to tangible benefits for customers.

Microsoft Japan?

Microsoft’s Japanese offices trialled a 4-day week for a month, giving employees a day off while maintaining pay levels. The result? A 40% increase in productivity and happier, more engaged employees. While this initiative didn’t focus explicitly on customer service, the improved mood and satisfaction among employees had a positive knock-on effect, creating a more positive and energetic environment for both internal and external stakeholders.

Spain 4-day week trial

Spain launched a government-supported pilot programme involving a 4-day week to see its' impact on productivity, wellbeing and business outcomes. Findings showed that in sectors involving direct customer interaction, such as retail and hospitality, employees reported higher energy levels and improved interactions with customers.

So, what can our customers expect as we settle into this new rhythm?

1. More focused service delivery:?With a shorter working week, we are more focused and energised during our time at work.?This means that when we're available, we are present, delivering high-quality interactions?and faster response times.

2.Better rested = Better service quality:?Fatigue can impact our ability to perform well. With an?additional day to rest and recharge, we?are more refreshed and ready to tackle challenges with a positive mindset. This directly influences the quality of our customer service.

3.Innovation and efficiency gains:?The 4-day week encourages teams to think creatively about how we use our time.? By eliminating inefficiencies and focusing on core activities, we're able to streamline processes and dedicate more time to strategic initiatives that benefit our customers.

4. Consistency in customer experience: Our commitment to maintaining consistent service hours remains unchanged. We’ve carefully planned staffing levels to ensure our availability and responsiveness remain the same, so our customers continue to receive seamless services throughout the week.

Looking ahead

Our 4-day week trial is more than just a shift in hours - it’s a statement about how we value our people and our customers. As we continue to optimise this new way of working, we look forward to seeing even greater benefits for our colleagues and the customers we serve.