Would employees recommend your company?
The number of organizations embracing Net Promoter Score (NPS) as a means to gauge customer loyalty continues to rise. In fact, nearly every company we work with uses Net Promoter Score as part of their ongoing feedback efforts. Why has NPS become such a popular metric among savvy business leaders? It offers a straightforward metric for everyone to understand and rally behind and allows our clients to easily measure the changes in their customer relationships over time.
I’ve often discussed the linkage between employee satisfaction and customer loyalty. What we know is that satisfied employees tend to be more productive, which means greater service value for customers. This increases customer satisfaction and loyalty, which stimulates profitability. Therefore, measuring employee satisfaction is critically important.
There is now a new chapter in the Net Promoter System and it’s called Employee Net Promoter Score or eNPS. Companies like Symantec and Rackspace have recognized it as a useful tool to measure loyalty among employees. As with NPS, eNPS offers many benefits, including:
-Arming management with the data needed to improve the employee experience
An easy to understand key performance indicator to monitor employee satisfaction
-Reducing employee turnover by pinpointing dissatisfied employees
-Identifying attributes affecting employee engagement and which improvements offer the best pay-off in increased employee satisfaction
There are many similarities between NPS for customers and eNPS. As with NPS, the basis for eNPS is one question, “On a scale of zero to ten, how likely is it that you would recommend this company as a place to work?” We then calculate your score to segment employees into the three familiar Net Promoter categories: Promoters, Passives and Detractors. This allows your management team to quickly identify and address employee “dissatisfiers” that may negatively impact the customer experience.
It’s important to recognize that when given the opportunity to share candid feedback anonymously, employees can be fairly outspoken. Therefore, it is not unusual for eNPS to be lower than your customer NPS. And, as with NPS, it’s what you do with the knowledge that matters most. Communicate with employees that you value their honest opinion and share your action plan after the results have been analyzed. And remember, keep your employees ‘in the loop’ when you implement any changes that stem from the Employee Net Promoter Score survey.