MSPA (Mystery Shopping Providers Association) Europe has published its Net Happiness Scores (NHS) for Q1 2016.
Hungary, Poland and Lithuania have the happiest employees in Europe on the basis of our findings last quarter. Each of these countries have been frequent participants in MSPA Europe’s NHS survey since it began in 2014, and last quarter all three posted in excess of 1200 responses across all key industries measured.
Hungary lead the way with a score of 60, closely followed by Poland with 55 and Lithuania with 51. The next best score was achieved by UK with a score of 49.
The results across Europe are looking positive, with an average ‘employee happiness’ score of 36 being the highest figure achieved to-date.
Veronica Boxberg Karlsson, founder of MSPA Europe, said, “We know from our industry research that employee happiness has a strong influence on customer experience, and will impact the bottom line. The Net Happiness Score is one of several measures that we are taking to help promote the value of mystery shopping in general, and MSPA members in particular, across Europe.”
From an industry perspective, the Health & Beauty sector had the happiest employees across Europe last quarter, with an NHS score of 64. The Finance sector also scored strongly, achieving a score of 53, with Leisure close behind at 51.
For more information about the Net Happiness Score, contact Veronica Boxberg Karlsson, veronica@betterbusiness, or visit our website at www.mspa-eu.org
The MSPA is the representative Trade Association for companies participating in, or associated with, the Mystery Shopping industry. The Association operates on a regional basis worldwide, with Chapters located in North America, Europe, Asia/Pacific and Latin America. It is the goal of the MSPA to improve and stimulate the acceptance, performance, reputation and use of Mystery Shopping services worldwide.
The Net Happiness Score (NHS) is similar to the Net Promoter Score (NPS) but reflects mystery shoppers’ perceptions of how happy an employee was.
Responses 0-6 are regarded as detracting perceptions, 7-8 passive perceptions, and 9-10 positive perceptions. By subtracting the percentage of detracting perceptions from the percentage of positive perceptions, the net score of happy employees is calculated. If there are 100% positive perceptions, the score will be 100 and if there are 100% detracting perceptions, the score will -100.