How a constructive workplace culture drives customer loyalty, high performance, and strategic alignment.
Background
Kennards Self Storage (KSS) has built its reputation as a trusted leader in Australia and New Zealand’s self-storage industry, with a vision to be “The Favourite Name in Space.” Since 1998, KSS has partnered with Human Synergistics to measure and shape its workplace culture using the Organisational Culture Inventory® (OCI).
This long-term commitment has helped KSS align with its FREEDOM values, empower team members, and deliver exceptional customer experiences. In 2024, facing economic pressures, rising competition, and security challenges, culture became an essential foundation for resilience and growth.
The Challenge
Highly competitive market with rising customer expectations
Need to sharpen cost efficiency while safeguarding customer experience
Strengthening strategic alignment through refreshed pillars
Recognising and addressing emerging Oppositional behaviours (criticism and resistance to new ideas)
The Approach
2024 saw record participation: nearly 300 team members completed the OCI across Australia and New Zealand.
Results showed a predominantly Constructive culture, with strong Humanistic-Encouraging and Self-Actualising behaviours.
Leaders introduced initiatives such as the Momentum program and targeted surveys to strengthen openness, feedback, and innovation.
Outcomes
Culture Strengths
Continuous improvement, authenticity, collaboration, empowerment
High Team Member satisfaction and retention
Alignment of values, culture, and strategy
Survey Highlights
Team Member Satisfaction – significantly higher than even the Constructive Benchmark
Quality of Service – directly linked to growth in Google Reviews and hundreds of positive customer comments
Role Clarity – clear expectations and strong sense of belonging
Recognition
In 2025, KSS was awarded the Cultural Sustainability Award by Human Synergistics, recognising its success in sustaining a Constructive culture across subsequent OCI remeasures.
The Future
KSS continues its journey to embed Constructive behaviours and strengthen alignment between people, values, and strategy. With a focus on openness, collaboration, and continuous learning, the company is positioning itself to achieve its vision of becoming “The Favourite Name in Space” well into the future.
Learn more about the The Organisational Culture Inventory® (OCI)
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For more information – Human Synergistics
www.human-synergistics.com.au