User Experience Tracking and Driver Analysis to Increase the Net Promotes Score for an Internal Social Media Platform

Abstract: An international company operates an internal social media platform for communication and collaboration between employees. Employee satisfaction for the internal social network is regularly determined by the Net Promoter Score (NPS). The determined NPS represents the central performance indicator for the platform, which is communicated to the management. The values determined for the NPS were not satisfactory in the past. From an economic point of view, high investments were made for the integration of the platform. In addition, six-figure costs are incurred annually for operation and software licenses. Therefore, the improvement of the NPS is in the focus of all participants. Through user experience tracking and derivation of driver factors it is possible to find out which factors have the most significant influence on employee satisfaction in order to identify appropriate measures to improve the NPS.

Key words: employee satisfaction; social media; management; user experience

        JEL codes: M120, M50