19
Feb

How Calculating Your Employee Net Promoter Score® Can Help Keep Customers Loyal

By Jonathan Beretta

Keeping Customers Means Keeping Your Employees Engaged.

Over the past few years, there has been a rise in the number of organizations adopting Employee Net Promoter Score® or eNPS as a way to measure and improve employee satisfaction and engagement (we’ve actually blogged about this topic on several different occasions). This is great news as Employee Net Promoter surveys enable you to track and analyze how engaged and satisfied employees are. The survey also provides deep insights that can help develop strategies to improve employee loyalty.

Employee Net Promoter Score follows the same process as the traditional Net Promoter Score system, with an obvious change to the questions and the audience at which the questions are directed. The primary question for eNPS asks: “On a scale of 0 to 10, how likely is it you would recommend {insert organization} as a place to work to a friend or colleague?” We also suggest following up with a second question, “What are the most important reasons you selected that score?”

The real purpose of an employee survey is to examine feelings about the workplace and how committed employees are to the organization. This acuity provides actionable insight into the level of collaboration, productivity, and loyalty of the workforce.

The unique aspect to any type of employee survey is the need to ensure complete anonymity for those responding to the survey. Failing to provide anonymity could lead to employees not providing accurate information for fear of retribution.

Why Companies Adopt Employee Net Promoter Score

One compelling reason to adopt eNPS is so the score and feedback can be correlated to your customer Net Promoter Program. The rationale underlying eNPS is based upon two goals:

1. Increasing employee commitment to the organization leads to lower turnover costs:
The best way to accomplish this is to target those employees that are dissatisfied or (even worse) disengaged, and remove them from the workforce. These employees often actively portray their unhappiness and endeavor to undermine colleagues’ efforts.

2. Propel higher customer satisfaction and loyalty with highly committed employees: There is a reasonable amount of investigation and first-hand analysis that shows a strong link between engaged employees and loyal customers.

Using Employee Feedback to Improve Your Organization

By designing an employee survey based on this approach, your organization can develop deeper insight into employee engagement, satisfaction, and loyalty in three distinct areas:

1. Leadership Involvement: Whether an employee would recommend the organization as a place work to a friend provides perspective into the effectiveness of leadership and the organization’s ability to communicate its strategies and objectives to the service team. Feedback will enable the organization to identify areas of focus aimed at helping leadership and the service teams create loyal and profitable customers.

2. Employee Collaboration: A big part of gathering employee feedback is the ability to be open about the results. Provide opportunities for employees to give input. Feedback will allow for the further development of systems to enhance collaboration among employees on a daily basis.

3. Onboarding Proficiency: Organizations spend a lot of time and money attracting employees. Unfortunately, many fail to investigate if those employees are provided with adequate training on the organization’s customer service strategies. Responses received from feedback regarding training effectiveness can illustrate the efficiency (or lack thereof) of the onboarding process while also evaluating employee performance. With this approach, organizations can learn how employees within the service team view the onboarding of new co-workers and its effect, positive or negative, on client interactions.

Benefits of Measuring Employee Net Promoter Score

Including the “likely to recommend” question in your employee survey will allow the organization to develop a correlated approach to measure how well its strategies are implemented. This approach will also help to identify the key drivers of employee engagement and empowerment in an effort to build a more successful client-centric organization.

If you have not already considered utilizing eNPS in your organization, then perhaps now is the time. The benefits may turn out to be even greater than those you have realized by initiating an NPS program.

Contact us today to learn more about our Employee Net Promoter Score survey.