Assessing Employee Satisfaction Using the eNPS Metric: a Case Study at Orange Moldova S.A.

Abstract

The motivation and satisfaction of employees are fundamental pillars for organizational sustainability in the 21st century, with studies showing that motivated staff can increase performance by up to 50-60%. This paper analyzes the motivational system and employee satisfaction within S.A. Orange Moldova, a leader in the Moldovan telecommunications market. The research objective is to evaluate the effectiveness of current motivational strategies using the Employee Net Promoter Score (eNPS) metric. The study is based on a case study approach and uses descriptive and analytical methods. The results indicate a positive eNPS value, reflecting a relatively high level of employee satisfaction and loyalty. However, the presence of detractors highlights the need for continuous improvement of motivational strategies. CZU: 005.962.131:331.101.32; JEL: M12, M54