Timpson Employs Large Number of Ex-Convicts and Achieves High Customer Satisfaction Ratings
The company known for key cutting and shoe repairs has taken on hundreds of former prisoners as part of its initiative to provide individuals with a second chance.
Timpson has achieved the highest level of customer satisfaction among UK companies, standing tall amidst a decline in satisfaction across nearly half of sectors this year.
Renowned for their shoe and watch repairs, key cutting, dry cleaning, and photo processing services, Timpson has made significant strides, jumping from 13th place in the previous year. The UKCSI highlighted Timpson’s growth, with a turnover increase from £297.5 million to £332.2 million for the year ending Sept. 30, 2023, far surpassing the company’s expectations.
“Timpsons also emphasizes the advantages of its unique recruitment approach: 12% of its current workforce were previously incarcerated, with many of them climbing the ranks to senior positions,” the report stated.
The ICS conducted a survey involving over 15,000 adult consumers, unveiling a general decrease in customer satisfaction levels. The index now sits at 75.8 out of 100, a drop of 0.8 points compared to the previous year and representing the lowest level in over a decade. Six out of the 13 UKCSI sectors experienced a drop of at least one point from July 2023.
Jo Causon, the CEO of the ICS, noted in the report’s foreword: “The latest UKCSI results reveal a continued decline in average customer satisfaction across most sectors.”
“The overall decline in satisfaction compared to a year ago may be modest, but customer satisfaction levels across the UK economy currently stand at their lowest point in several years.”
Providing Employment Opportunities for Ex-Prisoners
Timpson has embraced hundreds of former prisoners, with the Timpson Foundation dedicated to “rehabilitating prison leavers through supported employment.”
The company proudly declares itself as “one of the largest employers of ex-offenders in the UK,” showcasing success stories such as that of “Matt,” whom former CEO James Timpson encountered during a visit to a local prison in 2002.
Following his release, Matt was offered a job and has since become one of Timpson’s most accomplished branch managers.
Other major British corporations like Greggs, Iceland, and the Co-op have also joined the cause, hiring individuals who have been incarcerated in recent years.
Timpson’s Ministerial Appointment
Mr. Timpson is set to be appointed as a peer after Prime Minister Sir Keir Starmer assigned him the role of minister for prisons, parole, and probation in the Ministry of Justice on July 5 following Labour’s electoral triumph. Following his governmental appointment, Mr. Timpson has stepped down as Timpson’s CEO, as stated in a notice published by his father and company owner, Sir John Timpson.
Sir Keir remarked on July 6 that it was “impossible” to definitively halt the early release of prisoners under his administration.
“We will address this issue, but it will take time, and therefore declaring an immediate end to early prisoner releases would lack credibility,” he stated.
During an interview with Channel 4 earlier this year, Mr. Timpson expressed his belief that the UK’s reliance on punitive measures is problematic and suggested that many individuals currently incarcerated shouldn’t be there.
When asked about Mr. Timpson’s remarks, Sir Keir reflected on his tenure as director of public prosecutions, where he witnessed individuals swiftly processed through the system and funneled into prisons.
“I often pondered that many of them could have been spared the system’s grip if they had received support, which is why our initiatives regarding youth hubs and tackling knife crime are of utmost importance to me. I seek to reduce criminal behavior,” Sir Keir added.
The prime minister emphasized that offering young people support at a crucial juncture could prevent them from embarking on a path leading to incarceration.
This report includes contributions from PA Media.
