CASE STUDY: ORANGE
How Orange Increased eNPS by Double Digits in Just One Year with LutherOne
Adapting to Change While Keeping Employees Engaged
As a customer-centric company, Orange continuously evolves to meet the changing needs of its clients, swiftly adapting to market shifts. However, they also recognize that transformation impacts their workforce. To keep employees engaged and motivated through a major organizational change in 2023, Orange sought a way to stay connected with their people in real time. By partnering with LutherOne to implement a continuous listening strategy, they ensured teams remained engaged while driving the necessary changes to better serve customers.
About Orange
Orange is one of the world’s largest telecommunications operators and digital service providers, serving 287 million customers across Europe, Africa, and the Middle East (as of December 31, 2023). In Slovakia, Orange provides services to over 2,3 million clients, ranging from individuals to large enterprises.
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.
"Managers can see what’s happening in their teams in real-time, visualized in a clear and simple way, without needing assistance to interpret the results or take action. It is impressive how events in the company, such as project developments, are immediately reflected in the data."
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
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.
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.
“At Orange, feedback truly flows both ways. We even collect feedback after every important meeting > to continuously improve. Right now, we’re preparing our peer recognition day, powered by LutherOne’s feedback module.”
– Klaudia Stefanikova
Key Takeways
By integrating real-time employee insights into their transformation strategy, Orange not only boosted engagement but also built a strong foundation for long-term growth. Their partnership with LutherOne proved that when organizations listen, act, and communicate transparently, they create a workplace where employees feel valued, driving both employee and employer satisfaction.