The 2020 (UK) - CONNECT Wellbeing Benchmarks ...

Introducing the Net Engagement Wellbeing Benchmarks for

UK employers Providing insights above and below the Wellbeing

Waterline.

Wellbeing Benchmarks &Organisational WellbeingWeather Reports

The 2020 (UK) - CONNECT

Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 - 3

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Our Research Based Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 - 6

Creating the WoWW! Benchmarks for Employers - The NETT (UK) Scores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 - 11

NETT (UK) CONNECT Scores 2020 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 - 14

Segmenting the results for practical application - the 3 s zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 - 16

Measuring the climate - the weather themes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

So, what next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Our final call to action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Executive Summary

Wellbeing, in the workplace and at home, is now at the forefront of

organisational concerns given the worldwide Covid 19 pandemic. In 2015

we commissioned UK wide YouGov research to provide a national

benchmark for Financial Wellbeing as well as Personal Wellbeing. In

mid-2020 we revisited this and extended the survey to include

Organisational Wellbeing – especially as ‘home’ became the new

workplace. We wanted hard data on the impact of ‘the new normal'.

The NPS % results for Connecting with Wellbeing, show the following:

Personal Wellbeing has double dropped by 28% (from – 48% to – 76%)

Financial Wellbeing has dropped by 14% (from -63% to -77%)

Organisational Wellbeing comes in at -53% -53% (no 2015 comparator)

Organisational Wellbeing

-53%

Financial Wellbeing

-77%

Personal Wellbeing

-76%

01

Executive Summary02

Organisational Wellbeing scores o!er some reason for hope, given a

23/24% lead over Financial and Personal Wellbeing – we believe that the

years of focus on being ‘responsible’ employers is starting to pay o!, but

there is still considerable work to do - even to get the NPS Scores into the

positive.

Whilst poor Wellbeing has a critical impact on performance and

productivity, promoting good employee Wellbeing is not just a

shareholder issue – good employers understand the need to support and

develop their most important asset – their workforce. However, the

concept of Wellbeing can seem nebulous – hard to measure and harder

to improve. This is why we have developed a methodology for tracking

and tracing the virtuous circle of Organisational, Financial and Personal

Wellbeing.

Executive Summary03

Built on the UK Governments 5 Ways to Wellbeing, the Net Engagement

Triple Tracking (NETT) scores are the tool for businesses who want to be

on the right side of the Wellbeing revolution.

This report will take a deeper dive into the 2020 NETT Scores. More

importantly, you will find out the steps you can take to segment your

workforce across the ‘Triple S Zones’ of Stress, Susceptibility & Smiles.

We segment our research across each of the 5 Ways to Wellbeing, to

provide greater focus. The current update looks at Connect, the first of

the 5 Ways – and the most important according to the Harvard study on

Happiness (the longest of its kind). Simply, relationships the are most

important way to what we call Well-Beings.

Because we believe ‘Well-Beings Build Businesses Well’ we’d love to

‘Connect’ and talk about how we can help.

We can

'Listen-in' and benchmark your employees engagement with wellbeing, identifying the issues and providing a practical framework for continued action.

Introduction04

For most of us, the world post Covid 19 is proving challenging to navigate -

like someone took the rule book and threw it in the bin.

SOS! From UK Households & Employees

Listen-in & Learn

Track & Trend Stop & Start

The Virtuous Circle of Talk & Trust™

With The WoWW! Business (Ways of Work & Wellbeing!) we have always

believed that Wellbeing is core to individuals - and therefore businesses –

performing well. Our mantra is ‘Well Beings Build Businesses Well’. But how

do you promote Wellbeing and create truly ‘Well Beings’ within your

business or organisation. How do you know if your e!orts are working?

This world-wide pandemic has caused a seismic shift and made us all

aware how much people really matter. Businesses and the economy all rely

on the e!orts of individuals, who bring their own issues and concerns with

them to work every day – more now than ever. Key workers have kept the

show on the road, and as lockdown eases and more businesses return to a

di!erent kind of normal, Wellbeing has risen to the top of the agenda.

Organisations and businesses are now increasingly aware of the need not

just to reduce infection risks for their sta! and customers, but also to nurture

sta! welfare in general, in the realisation that we are all operating under

stress and need support to function well.

A WoWW! Business

... is one that through its culture (how it thinks, feels and what it believes) and climate (what it says, does and looks like) creates an environment where Well-Beings thrive.

Our Research Based Approach05

Knowledge is power. You can’t solve the problem until you know what

you’re dealing with, and prevention is always better than cure. Where to

start? We call our YouGov UK Benchmark ‘The Big Listen- In.’ We have

developed a Virtuous Circle of Listen-In & Learn, then Stop & Start (stop

to reflect, and start to react appropriately).

Next, to keep the Virtuous Circle going, Track & Trend to check progress.

Back in 2015/6 we commissioned a UK wide YouGov survey on Financial

and Personal Wellbeing and established a UK Benchmark for both – we

show comparative figures later in this report. Post Covid, we have re-

commissioned YouGov, extending our UK wide survey to include

Operational Wellbeing for companies and businesses. So we now have a

comparative, post Covid, UK Benchmark for Financial and Personal

Wellbeing, and a new post Covid UK benchmark for Organisational

Wellbeing. We call this triple tracking.

The BIG Listen-In

Triple tracking provides quantitative and qualitative data on total

employee engagement in wellbeing. Imagine the old order as being like

a triangle, with the Organisation at the top, and the Personal and

Financial Well Being of Employees at the bottom. We have re- imagined

this triangle as an iceberg, with Employee Well Being hidden below the

waterline, which has a knock-on e!ect on a business’ bottom line. A pre

Covid study by Barclay’s Bank in relation to employee financial concerns

alone put this at 4% - arguably the post Covid figure will be worse.

BIG Impact Above & Below The Waterline

According to a 2017 CIPD report, financial stress cost the UK economy

£120.7 billion and caused 17.5 million hours of absence. And the e!ect on

internal relationships, customer service, business reputation,

retention ...... we don’t need to go on!

It’s simply critically important to know what’s going on below the

Waterline, and to address employees’ needs and concerns to promote

Wellbeing in the workplace. It’s not just about the figures – it’s about

listening in to what your people are saying. It’s why we measure the

feelings behind the facts so we can better understand the emerging

weather themes.

BIG Impact On The Top & Bottom Line

Our approach

... to Wellbeing research is very much built upon having ‘The Big Listen-In’ and allowing the ‘Words’ to speak for themselves. Where hard facts provide a way of benchmarking, words and language patterns allow you to tap into ‘Feelings’ and, if the objective is to promote organisations full of Well-Beings, then you must be led by feeling.

Creating the WoWW! Benchmarks for Employers – The NETT (UK) Scores07

When looking at what was on o!er to measure, track and trend the wellbeing of UK employees we wanted to find a way of measuring the role that relationships

played in the subjective wellbeing of the population. Relationships being the most significant factor in determining the long-term health and recorded happiness in

Harvard’s 80 year study of Adult development. After significant research and much deliberation, The WoWW! Business created the Wellbeing benchmarks by

factoring in 5-key elements.

...is based on evidence from Global Research by nef (New Economics Foundation) commissioned by the UK Government O"ce for Science - the Foresight Project -

into the core elements of Wellbeing. The 5 ways providing an easy to follow, holistic approach to wellbeing that is understandable and accessible to everyone. Our

benchmarks measure responses in each of the 5 ways to wellbeing.

The 5 Ways to Wellbeing

Connect Be active Keep LearningTake Notice Give


When measuring ‘Wellbeing’ you must accept that there is a ‘spectrum’ of wellbeing that covers two sides of the same coin, in so much as you can either show signs

of being ‘well’ or showing signs of being ‘un-well’. Therefore, we have built our research using a Wellbeing scale from minus -5 to positive +5, from greyscale to

colour, from Un-Wellbeing to Wellbeing.

10 Levels of Wellbeing

-5 -4 -3 -2 -1 +2+1 +3 +4 +5

Q 1


By creating a 10-point scale we are able to apply a simple static benchmark using the ‘Net Promoter’ philosophy on the basis that the balance between ‘Promoters’

and ‘Detractors’ is a critical factor in determining the success of any wellbeing initiative. Human beings are social beings and are heavily influenced and driven by

acceptance within the group dynamic. The Net Promoter Score allows us to measure and benchmark overall group engagement in wellbeing.

10-point scale for Net Promoter Score ®


Collecting and analysing words and language patterns is a key tool to gain deeper understanding of the underlying issues and how your well-beings are really

feeling. Combining the static measure of the Net Promoter Score with advanced text analytics provides the full picture and a practical tool for developing e!ective

wellbeing strategies.

Advanced Text Analytics

Deep Stress

anxiety

guilt

scared

ashamed


The WoWW! Business knows that how someone approaches personal wellbeing impacts their financial health and that issues ‘outside’ of work, very much impact

performance in the workplace. That’s why we measure organisational, financial and personal wellbeing concurrently so we can pinpoint the issues that most need

addressing. Measuring what you can’t see as well as what you can’t – we call this the iceberg e!ect.

Total engagement in wellbeing at a personal, financial & organisational level

(UK) NETT CONNECT scores

The 2016 NETT (UK) Scores, updated by the 2020 (UK) NETT CONNECT scores, in partnership with YouGov are the platform from which The WoWW! Business will run continuous benchmarks for each of the 5 Ways to Wellbeing, with the 2020/2021 (UK) ‘BE-ACTIVE’ scores coming next.


-53%

Financial Wellbeing

-77%

Personal Wellbeing

-76%

NETT UK Connect Scores 20202015/6 - 2020 key comparative findings. Where we are in a post covid world

12

So, what did we find when we lifted the UK lid with our YouGov survey?

2020 NETT (UK) CONNECTING with Organisational Wellbeing - minus 53%

2020 NETT (UK) CONNECTING with Financial Wellbeing - minus 77%

2020 NETT (UK) CONNECTING withPersonal Wellbeing - minus 76%

The NETT Scores – the NPS results:

NETT UK Connect Scores 2020/21Where we are in a Covid Pandemic driven world

These scores are the sum of the +ive ‘Promoters’ and -ive ‘Detractors’,

which show that in each survey the ‘Detractors’ are a significantly

larger group than the Promoters when it comes to the UK’s views on

CONNECTING with their Wellbeing. This is not a platform to grow

‘Well-Beings’.

It’s significant that whilst the UK Financial Wellbeing score dropped by

14%, from -63% to -77%, the Personal Wellbeing score shows a much

bigger drop of 28%, from -48% to -76%. Whether this reflects the

substantial financial cushion provided through the UK Government’s

furlough scheme, or whether this simply reflects a preoccupation with

personal health, the risk of Covid infection and the limitations of

lockdown remains to be seen as time and vaccinations move us on.

Interestingly, most comments don’t openly refer to the Pandemic, but

it can’t be assumed that it hasn’t played an important factor.

EmployeeFinancial Wellbeing

EmployeePersonal Wellbeing


Total engagement in wellbeing at a personal, financial & organisational level

We have no 2015/16 comparator for Organisational Wellbeing in the workplace, but the -53% score of this factor above the Wellbeing Waterline is significantly

better than the -77% and -76% below the Wellbeing Waterline. This proves the importance of the Iceberg E!ect and knowing and, critically, Triple Tracking all of your

NETT Scores.

So, what would a good Net Promoter Score® (NPS) look like? Average scores vary across di!erent sectors, so there is no simple answer. In general, unlike other

scoring systems anything above 0% for employees is acceptable, and a good score would be between 10-30%. The UK is therefore not in good shape either above or

below the Wellbeing Waterline.

13

The scores in more detail14

Our table shows the mean, or average, scores across gender, social stratification and age groups - the mean score on our 10 point scale. It would take a statistician

to fully analyse these – we have simply highlighted the highest and the lowest scoring sectors in green and red respectively.

The 25-34 year olds top out across all three Connect scores for Organisational, Financial and Personal Wellbeing, whereas the lowest Connect scores are spread

across the three older age groups with 35-44 year olds scoring the lowest in Personal Wellbeing, 45-54 year olds scoring lowest for Financial Wellbeing, and the 55+

year olds scoring lowest for Workplace Wellbeing. Again, the Financial and Personal mean scores are lower than the Workplace mean, at 4.10, 3.78 and 5.10

respectively.

YouGov UK SOS 5 Ways NETT Scores - Connect

Legend: 2020 - Blue Highest: Green Lowest: Red (2015/6 Comparison)

NEOOrganisational Wellbeing

NEFFinancial Wellbeing

NEWPersonal Wellbeing

UK ConnectNETT Scores

NPSNet Promoter

Scores

-53% n/a

-77%(-63% = -14% )

-76%(-48% = -28% )

Mean

5.10 n/a

4.10

5.10(3.42 )

Male

4.90

4.05

3.43

Female

5.30

4.15

4.12

ABC1

5.43

4.51

4.18

C2DE

4.51

3.56

3.26

18-24

4.66

4.15

3.89

25-34

5.65

4.61

4.21

35-44

5.41

3.89

3.63

45-54

4.95

3.70

3.76

55+

4.60

4.16

3.70

Segmenting the results for practical application15

The NPS scores provide a single measure that can be benchmarked across industries and sectors and provide a relative mark for how successful or not a workplaces

are at promoting wellbeing and inspiring Well-Beings. The results thus far confirm that we are severely lacking in promoters and much work is to be done.

Segmenting the scores will help us to identify those who can become our promoters, but as importantly those employees who are in serious need of help. Driven by

the associated language patterns of surveyed respondents we have identified the tripe ‘S Zones’ of stress, susceptibility and smiles.

The Smile Zone of ‘Well-Beings’ will represent people who are actively engaged in their own wellbeing and the wellbeing of others. They are ‘Promoters’

of Wellbeing. They will typically use language associated with a growth mindset “I really am okay and want others to be too”. This segment should be encouraged to

share their stories.

The Susceptible Zone of wellbeing will typically represent the significant majority. They will typically use the language patterns of “It’s fine, I’m okay, don’t

worry about me”, they do not detract from the group’s wellbeing, but similarly are less likely to be promoters. They are susceptible as a health or financial shock, or

extended period of worry could tip them into stress. This group should be educated and encouraged to a more pro-active wellbeing routine.

The Stress Zone of ‘Un-Well-beings’ will represent people who are very much disengaged and who will have been living with the e!ects of stress for

some time. They will exhibit language patterns of “I’m not okay, I worry, I keep my problems hidden and am showing signs of anxiety”. These people are less likely to

be helped by initiatives that work well in the smile zone, which they may find intimidating. Employee Assistance Programmes, payday financing schemes and

mentoring can help these people.

Definition of the tripe ’S Zones’16

Measuring the climate - the weather themes

17

The hard data gathered from the NETT Scores and Segmented Scores

provide a great place to identify the scale of the problem and to drive

decisions at a strategic level. The real clues however lie within the feelings

behind these facts and it’s only when you study the language patterns of

respondents that you can tap into the underlying climate and appreciate

in depth what happens below the Waterline. Whilst strategic decisions

should be driven from the hard data, tactical decisions should be

sensitive to the underlying Wellbeing climate.

Measuring today’s Weather with the NETT Scores and combining this with

the feelings, is how you understand the Wellbeing Climate. The following

pages will show the individual weather reports for each of the Triumvirate

of Organisational, Personal and Financial Wellbeing, based upon the

2020 Connect scores.

So, what next?18

If you believe, as we do that running the NPS Well-Beings Scores in your

business will provide you with the deep insights and a platform to create

a WoWW! business - then we would love you to join us.

The WoWW! Business provides a range of Tools and Training and our

WoWWorkouts! will assist your business on its journey towards being an

inspiring workplace where Well- Beings thrive.

Do you want our business name to become your business mission? A Way of Work & Wellbeing - WoWW! business.

The Big Listen-In - Until you know the issues both above and

below the Employee Engagement Wellbeing Waterline you will never

know the underlying problems you need to be dealing with.

The Wellbeing SWOT Analysis - Assess the quantitative and

qualitative data from your Scores and create a Wellbeing SWOT Analysis

1. Strengths - What’s good? 2. Weaknesses - What could be better? 3.

Opportunities - What new things you could be doing? 4. Threats - What

do you need to stop?

Review & Refresh - your Employee Communication and HR

strategies to ensure they promote Wellbeing & Well-Beings in the light of

the hidden issues you've revealed.

Support & Sustain Future Wellbeing - for those in Stress

Zone by providing and promoting short term Employee Assistance

Programmes & Payday financing solutions, as well as long-term Well-

Beings solutions.

Educate, Engage, Enthuse, Excite - those within the

Susceptible Zone through webinars, workshops and information hubs

focused on the issues identified and move them into the Smile Zone.

Enable & Empower - those within the Smile Zone to become

mentors and ‘Well-Beings Champions’ - the WoWWayfinders.

Our Final Call to Action19

Our Weather Report, for us, is our way to GIVE to the world a new insight and way forward to create a Culture of Wellbeing and Climate of Well Beings. Using the

Weather Report will let people CONNECT through discussion of the ‘Storm Clouds’ and SOS language and reflecting on the Facts and the Feelings.

Using the Weather Report to KEEP LEARNING builds your own and others’ Wellbeing around Wellbeing itself!

Our Passion is to help individuals or whole organisations to start the Wellbeing journey with this Report, then decide to go forward with our WoWWayfinders

programmes. How? Simply when you TAKE NOTICE of other’s feelings through applying the Iceberg E!ect as a way to (get back to!) GIVE.

All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 2283 adults. Fieldwork was undertaken between 9th - 10th July 2020.

The survey was carried out online. The figures have been weighted and are representative of all UK adults (aged 18+).

Created by

Email: [email protected]

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