How Orange Grew eNPS by 28 Points in One Year

The Challenge

Orange has always prioritized both its employees and customers, recognizing that engaged employees drive exceptional service. In 2023, as part of an ongoing transformation, the company wanted to ensure high engagement & motivation while adapting to organizational changes. To ensure employees could actively contribute to the company’s future, they needed a strategy that provided real-time, continuous insights into workforce sentiment.

The Solution

Orange turned to LutherOne’s continuous engagement surveys, designed to capture valuable employee insights with minimal effort. Using smart question distribution, the surveys rotated over 100 customizable questions, allowing the company to collect insights across multiple areas, quickly and effectively.

Efficient Engagement Surveying

With just 16 questions per month, employees could provide meaningful input without the surveys adding stress or time during a period of change. The intuitive dashboards provided real-time results, automated insights, and recommendations, empowering managers at all levels to act on feedback immediately.

Driving action from insights

Orange didn’t just collect feedback- they acted on it. By openly engaging with survey results and employee comments, they built trust and encouraged greater participation.

“We actively engage with the results and recommendations as well as the open comments. We then communicate the actions taken, not just online but also during in-person meetings. This transparency fosters an even greater willingness among people to participate.”– Klaudia Stefanikova

This commitment to transparency and action strengthened engagement and reinforced a feedback-driven culture.

The Results

eNPS growth

By continuously gathering insights and acting on them, Orange saw a remarkable 28-point increase in eNPS in just one year, with sustained month-over-month improvements. Beyond eNPS, key areas such as company climate, customer index, and top management perception all experienced double-digit growth.

Feedback culture frameworks

More importantly, Orange embedded a culture of feedback that will continue shaping its future. By using LutherOne, they fostered behavioral change, ensuring employees remain engaged and empowered through any future transformation.