Strategy To Improve Workspace and Facility Services to Enhance Employee Experience: A Case Study of An Indonesian Telecommunication Company

In recent years, the pandemic has hit many industries hard. One of the difficulties faced is related to changes in employee habits at work due to regulatory changes such as work from home, hybrid working and returning to the workplace. Many of the challenges they face are related to new habits when interacting, working, and collaborating. The Telecommunication Industry as a customer-centric organization understands that in order to provide a good customer experience a company must ensure that its employees also have a good work experience. Because the quality of the customer experience reflects the quality of the employee experience in the company. Employee experience in the company is usually measured by a net promoter score survey. This study aims to find the root cause and correlation of the workspace facilities and services with employee experience perceptions and net promo