Absenteeism is a challenge that affects many companies, leading to disrupted processes, reduced productivity, and increased workloads for remaining colleagues. Scientific insights from the Well-being Works research chair highlighted the essential role of recognition in building an effective and sustainable well-being policy at bpost.
The power of appreciation
During the first COVID-19 lockdowns, postal workers—like healthcare professionals—received a great deal of public appreciation. This had a noticeable effect: motivation levels increased, and bpost observed a significant drop in absenteeism. “It opened our eyes: when employees feel valued, their engagement and well-being improve,” says Jan Matthys, Director of Engage & Care at bpost. “This realization made us think about how to integrate appreciation structurally into our policies.”
A strategic shift
Inspired by this insight, bpost joined the three-year Well-being Works research chair. This project, in collaboration with Baloise and Elia, focuses on improving well-being initiatives by identifying what makes them successful. Special attention is given to strategic policy and the crucial role frontline managers play in managing mental stress.
One of the key themes of Well-being Works is understanding energy drainers and energy boosters in the workplace. What keeps employees motivated, and what exhausts them? Additionally, the well-being model of autonomy, belonging, and competence plays a crucial role in workplace presence. When employees are satisfied with these three aspects, they experience greater job satisfaction and are less likely to take time off.
A bottom-up approach
Bpost translates the scientific insights from the research chair into concrete actions. For example, in the customer contact center, a video was created to illustrate how a package moves through the organization. “This video gave employees a better understanding of their role in the bigger picture, increasing their sense of engagement and motivation,” explains Cassandre Van Der Kuylen, HR Expert in Absenteeism & Well-being at bpost. She noticed that this perspective was well-received: “People don’t just want to check tasks off a list; they want work that truly feels meaningful.”
In 2025—the third and final year of the research chair—bpost aims to develop practical and effective tools to help managers embed well-being into the company culture. “Together with AMS, we are combining academic knowledge with the realities of a large organization,” says Jan Matthys. “This way, we can make scientifically informed decisions while fostering a culture where we listen to our employees from both the top down and, most importantly, the bottom up.”
