Annual Report 2020

1.4 Increasing employee satisfaction

At GrandVision, providing employee satisfaction is as important to us as customer satisfaction. We measure and improve these goals to contribute to higher employee engagement and lower attrition rates.

A strong indicator of this is our employee Net Promoter Score (eNPS), which our local businesses measure and use to track employee satisfaction. In 2020, we saw an overall increase in employee engagement across all of our Operating Companies. Our frequent employee surveys offered a critical initiative to understand employee sentiment and needs during the COVID-19 pandemic.

To match and compare country employee engagement and eNPS results, we applied a consistent employee survey approach by aligning methodologies across all countries. This approach helps us gain better insights into employee engagement levels, employee understanding of our strategic plans and objectives and management effectiveness.

Some specific actions we took in 2020 as a result of our employee surveys included to:

  • Establish clearer and more frequent employee communications, including launching a new employee portal and social communication platform in the U.K. and The Netherlands.
  • Introduce training programs for new instore hygiene protocols, remote leadership and handling instore aggression.
  • Invest in employee well-being and social cohesion through locally relevant initiatives such as mindfulness training, yoga, stress management and healthy work-life balance habits.