Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends.
If you want to leverage and capitalize on the benefits of an engaged workforce, read on. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization.
What is Employee Net Promoter Score?
Before we dive in, here’s a very brief overview of Employee Net Promoter Score. eNPS follows the same construct as the Net Promoter System for measuring customer loyalty. It’s based on a survey question posed to employees on a scale of zero to 10 on how likely they would recommend your organization as a place to work. It’s followed by the open-ended “why” question, which can allow you to probe further into the reason behind the quantitative score. Responses are then categorized into Promoters (9 or 10), Passives (7 or 8), and Detractors (zero to 6). And it’s highly valuable to help determine employee loyalty to the organization.
Why is eNPS Important?
If you are interested in gauging workplace satisfaction, including digging deeper into what motivates your team to do their best work, we encourage you to adopt Employee Net Promoter Score as part of your overall employee feedback strategy. Here’s 10 reasons why:
1. eNPS is an Easy System to Stand Up
While there are several benefits for adopting eNPS (keep reading this post for those), many companies appreciate the simplicity behind the Net Promoter System. eNPS surveys are often shorter and take less time to complete and eNPS is easy for company leaders to interpret leading to greater buy-in across the organization. For more on this topic, read: How to Successfully Adopt eNPS
2. Employees Greatly Value Having a Forum to Share Their Voice
Do your employees have a safe place to offer input on what contributes to their positive or negative feelings? When you ask employees for feedback on your company’s performance and take steps to address it, employees see how much the business leaders value their input. Just be sure you can guarantee complete anonymity, so they feel confident in sharing candid and constructive feedback. For more valuable insights on why employees value having a voice, read our post: The Best Workplace Perk is Giving Employees a Voice.
3. Employee Engagement Increases
Looking to drive engagement and retention among employees? It starts with establishing trust, which is another important outcome of an eNPS endeavor. By keeping a finger on the pulse of employee sentiment, you can confidently make decisions based on what employees truly seek, value, and appreciate. This serves as the foundation for building that emotional connection an employee has towards their employer. Employee Engagement is an essential topic for any high-performing organization, that’s why we think you’ll gain value in reading this post: To Cultivate Employee Engagement, You Must First Define It.
4. Employee Productivity is Amplified
You’re probably thinking, is it really possible to motivate employees to deliver a better quality of work with such a straightforward feedback method? Absolutely. While there are several factors that can contribute to employee engagement, feeling valued always rises to the top.
5. Customer Experience Improves
It’s no secret that an engaged and empowered workforce serves as the foundation for a positive customer experience. Harvard Business Review even published the popular research article: “Putting the Service Profit Chain to Work” explaining the correlation between employee loyalty and customer loyalty. Ultimately, a chain is only as strong as its weakest link. Therefore, by cultivating a culture of listening, where job satisfaction is paramount, everybody wins. Don’t miss: How Calculating Your Employee Net Promoter Score® Can Help Keep Customers Loyal
6. Attrition Among Top Performers is Lowered
Replacing your most valued employees is time-consuming and expensive, but it can also be detrimental to the entire team. Employee Net Promoter Score often serves as an early warning indicator if your key talent is satisfied or not. Digging deeper into the survey responses, you’re also able to identify the reasons why top performers are more invested in your company and how to improve your workforce’s engagement overall. This brings us to point #7…
7. Innovation and Ideas Flow
It’s important to take time to read every single verbatim comment shared to the open-ended “why” question in the survey. In its strictest form, eNPS is just two questions: the 11-point scale question followed by the open-ended “why” question. The responses shared are what really help identify priorities to improve employee satisfaction and engagement. Take advantage of this valuable information and continually work to make improvements that matter most to employees. You might even want to establish a focus committee or championship team to create an action plan for administering positive change.
8. Hidden Problems Are Illuminated
We like Employee Net Promoter Score surveys for many reasons, but one that always resonates with our clients is the ability to pinpoint trouble spots in the organization. For example, are there any specific managers who have disengaged teams? Are there particular departments that appear to have less satisfied employees? With eNPS, there are many ways you can segment the data to uncover an interesting story.
9. Company Culture is Strengthened
If your organization has successfully implemented eNPS to identify any underlying reasons behind employee satisfaction and has taken the required steps to address them, it will be felt across the organization. Importantly, you will have proven to your most important asset (your colleagues) that you’re willing to listen and are truly committed to the employees’ experience. The final reward is point #10…
10. A Strong Reputation is Earned
It goes without saying that a company’s reputation means everything. When it comes to recruitment, potential hires are turning to sites like Glassdoor to evaluate whether you treat your employees well. They especially don’t want to work with firms that have unhappy employees. The foundation of Employee Net Promoter Score – how likely would you recommend our company as a place to work – means that your existing employee base can serve as semi-recruiters and invite the smartest friends within their network to apply.
The most successful organizations appreciate that understanding what motivates employees to do their best work is just as important as measuring customer satisfaction. If you’d like to learn more about adopting Employee Net Promoter Score at your organization, we’re just a phone call away.
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