“I am convinced that here at the Pandora TDC, we do better work because we use Happily.”
Jon-Paul Daniel (JP) · Managing Director & VP of Omni Operations APAC, Pandora
A +77-point improvement in eNPS
The same team. Three stages. From a starting score of +18 to a peak of +95.
2022 · Baseline
+18
−100
0
+100
Starting eNPS score
+64 points
2023 · One year later
+82
−100
0
+100
eNPS after one year
+13 points
2024 · Peak
+95
−100
0
Highest reported eNPS
Bars use the full eNPS scale, −100 to +100; the center marks zero. Employee net promoter score measures willingness to recommend a workplace. JP reports these scores for the Pandora TDC team in the interview.
The challenge: reconnecting a team of 80
Pandora’s listening survey revealed that employees felt isolated and distant from their team. Half of JP’s 80-person team worked in the physical warehouse without access to laptops. With an eNPS of +18, the opportunity was clear: rebuild the relationship between employees and their direct managers.
The approach: make better conversations a daily habit
Happily gave managers good questions and employee responses they could use to start meaningful one-to-one conversations. Instead of waiting from January until July to find out whether action had worked, leaders gained day-by-day insight. Pandora’s Brilliant Basics initiative also helped frontline supervisors and first-time managers respond in ways that encouraged employees to keep sharing.
The impact: confidence to contribute
As engagement improved, JP saw a team more willing to question, offer ideas, and support one another. He describes greater output and better work as people felt seen, valued, and safe to speak up. His lesson for other leaders: the individual employee experience starts with the relationship they have with their direct manager.
