If you want to have satisfied customers, you must have satisfied employees. Monitor performs regular employee satisfaction surveys to find out where there is room for improvement. “I’d say it’s essential for any company to work actively with employee satisfaction surveys,” explains Pär-Ola Gustavsson, CFO at Monitor ERP System AB.

Monitor has grown quickly from the start, especially over the last few years. Its objective is to provide its customers with a platform to become more effective and profitable. To achieve this, Monitor must begin by creating an environment in which employees are happy and settled. If you want to have satisfied customers, it’s important to have satisfied employees.

At Monitor ERP System Asia, we place the same emphasis on satisfying our employees just as much as our head office in Sweden does. This can be seen in the emphasis put into providing a modern and comfortable working environment for our Malaysian colleagues.

The Southeast Asian headquarters is the largest office outside of Sweden to date and was nominated as a finalist in the Shaw Contract Design Awards 2020 for the Small Workspace category recently.

“To understand what our staff think about their work, their employer, and their workplace, we started running employee satisfaction surveys through Netigate,” says Pär-Ola. “The challenge faced by many companies today is to identify and retain competent staff. To be an attractive employer where employees are happy and settled, it’s important to take good care of them. So, for Monitor, it was obvious we needed to gain an insight into what our staff think about us as an employer, as well as the workplace, so we know what we need to improve.

Monitor performed its first employee survey with Netigate in 2018. The results revealed strengths as well as areas for improvement. These insights were then used to determine where the company’s focus should lie moving forward.

In its employee satisfaction survey, Monitor decided to measure satisfaction through, among other things, eNPS (Employee Net Promoter Score). eNPS is based on one simple question in which employees are asked to say how likely it is they would recommend the company as an employer, on a scale from 0 to 10.

We achieved an eNPS score of 17 – 32 in the past two years for the Asia Headquarters in Malaysia, which is still considered very good compared to the average rating among Netigate’s other customers. This year, in 2020, we scored the highest so far, with a score of 50. This meant a lot to us as we were able to meet the high requirements set by our head office in Sweden to meet a score of 50 over a five-year period, but we achieved it much sooner. This also shows the dedication of the local management team in promoting employee satisfaction.

“In order to ensure the highest benchmarks and best system implementation in this realm, training the employees and consultants takes a lot of precedence.” comments Daniel Haggmark, Managing Director, Monitor ERP System Asia.

The greatest benefit of eNPS is that Monitor can quickly and easily gain an overview of the loyalty and commitment of its workforce.

“Monitor ERP System AB really stands out. Over many years, the company has clearly taken a strategic, long-term approach to ensuring all its employees are satisfied at work. With a high eNPS score of 57 [the benchmark is 2 on a scale from -100 to 100] it’s obvious Monitor takes a smart and structured approach to personnel issues,” comments Ida Frenning, Insight Consultant at Netigate.

The eNPS metric is also a good way of measuring over time, as it enables you to see the impact different measures have had on employees. By adding follow-up questions to the eNPS around why some people recommend the employer, while others don't, Monitor can gain valuable insights which help its ongoing development and goal to be an attractive employer.