Old situation

Until May 2024, every KLM employee, including those within the joint environment, received the EPS survey by mail once every three months, consisting of the questions below:

1. I would recommend KLM as a good place to work

2. What does KLM do well as an employer?

3. What can KLM improve as an employer?

New situation

The EPS survey no longer meets our needs for these reasons:

• It is focused on the organisation rather than the employee themselves. It ignores how the employee themselves are doing.
• The new and more accurate Engagement Index gives us better insight into employee engagement and since June 2023 has been introduced in the KLM Employee survey which each colleague receives twice a year. The Engagement Index consists of 4 questions, one of these questions is the Employee Promoter Score. Although the engagement index is not currently being measured it will be from now on in KLM Connect.
• The EPS survey is separate from (and has no interaction with) the KLM Employee Survey.
• Outcomes of the twice-yearly KLM Employee Survey have no bearing on the contents of the EPS Survey.
• The EPS Survey is the same for every division. No customisation is possible.
• Is sent once every three months, which is perceived as a high frequency by the employee.
• It doesn’t measure the extent to which the employee feels that something is done with their feedback. This is an important matter among employees.
• It doesn’t enable a better understanding of the set KLM and divisional priorities resulting from the KLM Employee Survey.

That’s why we decided to introduce KLM Connect; this more comprehensive questionnaire replaces the EPS survey. The new questions will provide a better understanding of employee engagement and allow better monitoring of the priorities we have set to increase engagement. It can also measure to what extent colleagues perceive something is being done with their opinions and feedback.

The purpose of KLM Connect is to:

• Collectively gain better insight into KLM employee engagement
• Gain deeper insight into the set KLM priorities, based on the KLM Employee Survey
• Monitor progress on the set KLM and divisional priorities, based on the KLM Employee Survey
• To measure to what extent the employees perceive that something is being done with their own opinions/feedback.

Content of the questionnaire

In total, the survey consists of about 15 questions. Not everyone receives the same questionnaire. Read more about this in this Q&A.

Engagement Index

An important new feature of KLM Connect is the Engagement Index. To learn more about what the Engagement Index entails, visit the page KLM Engagement Index. 

Accountability

As indicated above, one of the new goals is to measure the extent employees perceive that the feedback/opinions they share are acted upon within the team or department. We call this 'accountability'. We do this because we often read in feedback that colleagues feel that nothing is done with the feedback they provide in the surveys. In this new way, we get a good picture of where and to what extent this is actually happening. Moreover, according to our partner Ipsos, this turns out to be the single biggest driver of engagement.

Customisation per division

Per division, progress is measured on 1-3 set priorities based on the KLM Employee Survey. These may differ per division, so not everyone receives exactly the same questionnaire.

How does it work?

Frequency

KLM Connect is sent every week to an automatic selection of employees. This is done in such a way that every employee receives the survey twice a year.

Who receives this survey?

All employees with a KLM N.V. contract active in the Netherlands or posted abroad (expats) and KLC employees with a KLM Cityhopper B.V. contract receive the invitation to participate in the survey. 

KLM colleagues within the joint environment of Cargo and Commercial as well as Inflight colleagues will receive a modified questionnaire. More information on this can be found in this Q&A.

What happens with the results

• The results will be used to gain in-depth insight into the KLM priority that emerged from the June 2023 KLM Employee Survey in order to identify appropriate solutions.
• The results are used to understand whether improvements are being experienced in terms of engagement, and current set priorities at a KLM and divisional level.
• The results are used to identify which topics need more communication and how we can improve the way we inform KLM Employees about the progress on the set priorities.
• The EPS score is shown on the information screens on a weekly basis.
• Would you like to know what your division results are? Or what initiatives are in place to improve your work experience? Then you can always contact your division's "Engagement Lead". If you don't know who this is, then send an e-mail to employee.surveys@klm.com

How does the KLM Employee Survey relate to KLM Connect?

In June 2023, the KLM Employee Survey was sent to the *many KLM employees for the first time. At both KLM, divisional and team level, priorities emerged from this. It's everyone's responsibility to work on these priorities and devise and implement solutions. Once every two years, this KLM Employee Survey is carried out. In the meantime, it is crucial to monitor progress and engagement. That is exactly, what KLM Connect is for. So, the content of KLM Connect is partly determined by the results of the latest KLM Employee Survey.

*See this Q&A