Annual Report 2019

1.4 We listen and act

Employee satisfaction is as important to us as customer satisfaction. We continue to measure and improve it, because it contributes to a stable work environment and a lower employee turnover rate.

Our local businesses use surveys to track employee satisfaction and measure employee Net Promoter Scores (NPS).

To match and compare results, we began applying a consistent employee engagement approach by aligning methodologies across all countries. This approach helps us gain better insights into employee engagement levels, understanding of our plans and objectives, and management effectiveness. Each local organization, including GrandVision's Schiphol headquarters, acts on NPS outcomes and continually looks for ways to increase our score results. Some specific actions we took in 2019 included:

  • Strengthening internal communication among employees
  • Increasing manager support with workshops, training sessions and professional lectures
  • Establishing a global online learning and development module with more than 30 educational sessions, which we launched across the entire business in early 2020