Case Study

How Petco increased employee engagement by creating a culture of continuous listening

Petco is a health and wellness company focused on improving the lives of pets, pet parents and employees, known internally as "partners." Petco's people-first approach is fundamental to how Petco leaders make decisions and how frontline partners contribute to their mission to take care of pets and pet parents. 

When Petco launched their employee experience program with Medallia, named "Petco Listens", their goal was to launch an always-on listening program to ensure they were continuously hearing from team members. The leadership team is responsible for driving partner culture and guest experience --- and it all starts with feedback. "Petco Listens" help their teams identify opportunities for improvement within the business by ensuring frontline partners can surface issues and ideas as they happen, enabling leaders to take action.

"We know that employees who feel like they belong, who feel like they can be their full authentic self, ultimately are going to provide even better customer service to all of our guests," says Michael Spinella, VP of Employee Experience at Petco. 

Watch the customer testimonial and find out how Petco has increased employee engagement and provides a better service for their guests by making feedback a key part of their culture.