Employee experience for creating great workplace culture


The overall ratings for employee Net Promoter Score (eNPS) for the first half of 2022 remains very low at -10, indicating more employees remain detractors for the composite metric of  how employees feel about respective companies and, feelings of workplace success.

Females generally remain main drivers of detractors and will not most likely recommend respective workplace to a colleague or friend, indicating existential workplace culture needs critical reforms, especially for females compared to male counterparts. Used as part of a wider programme on employee engagement, this segment of demographics constitute a larger percent of workforce that are unhappy and disengaged to various degrees.

Leveraging machine learning algorithms, various interestingly insights were extracted from survey results and most importantly, opportunities for decision-making to reform workplace culture. It is a new findings from a maiden relationship survey analysed by the Data Insight Group (DIG) of JOB Group Limited to help understand employee experience, commitment, emotions, motivation, efforts, sense of purpose and passion of employees for their respective workplace and organisation.

After engaging with employees and listening to gain workplace information and insights, the DIG collaborated with the Charter Institute of Human Resource Management, Ghana (CIHRM) and the HRP Consult Limited to collect data from a group of respondents to determine employee experience, as well as associated motivating factors. Like all NPS that was pioneered by Bain & Company and Fred Reichheld to measure customer experience , the eNPS ratings is calculated based on over 330 responses across over 13 vertical markets to a single question – “How likely is it that you would recommend your company to a friend or colleague?” The CIHRM sponsored sampling of respondents and administering data collection techniques to increase the survey response rate. The HRP Consult and the DIG selected the mode of questions, verified data collection methods, performed statistical analysis and data reporting.

Carefully leveraging the technique and calculation of NPS, results were collected from the 11-point scale ranging from 0 to 10 and the performance are categorised as per chart.

Responses 9 and 10 indicate promoters or, employees who are so pleased with respective organisation and will highly recommend to others.   Responses 7 and 8 indicate passives or, employees who feel they get just about what they deserve and who are not loyal assets with lasting value. Less than 7 indicate detractors or, employees who are disappointed with their experience and will not recommend organisation or workplace to others.

Generally, respondents can all be detractors, and eNPS can be as low as −100, or respondents can all be promoters and eNPS can be as high as +100. An eNPS that is positive or greater than zero is referred to as good and an eNPS of +50 or over is excellent.

Clearly, an eNPS of -10 or below zero in this study is low. However, exciting opportunity to better understand organisational culture for workplace reform and modernisation to deliver the scale and quality of services required in this Fourth Industrial Revolution (4IR) exist. “Keep in mind, the backbone of business growth and further development is made up of satisfied employees”, said Ebenezer Obeng-Nyarkoh, Data Scientist and Programme Lead. “Running and growing a business with winning work culture can no longer just consider the workplace to be a space where employees gather to work and leave. The workplace should technically offer employees a sense and feel of belongingness to actively participate in the process of working toward goals and targets by taking ownership of tasks and objectives.”

The average eNPS scores vary widely across industries and per chart below, the ratings per cross-industry with insight to compare organisations’ culture and job satisfaction are seen to require more planning and strategies.

Comparably, 8 out of the 13 cross-industry have very low performance and it is not surprising that communication and media sector have such high detractors. Although the response rate is not statistically significant, it is a true reflection that most practising mainstream journalists are not happy with workplace culture and reform. Similarly, modernising health services and education requires more than just cash injection; it is not surprising that educators and healthcare workers remain detractors.

Data Insight Group (DIG) is a data analytics consulting and research company leveraging machine learning algorithms and artificial intelligence (ML/AI) to transform today’s businesses. We focus on scientific methods and statistical processes to extract knowledge and insights from structured and unstructured data, using multiple models like descriptive, predictive and decision models. Email: [email protected]



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