ENPS Feedback Drives Improved Employee Engagement
An Employee Net Promoter Score (ENPS) Survey is engineered to deliver a steady stream of data about employees’ attitudes toward their organization. These surveys tend to rely on a single survey question using a 0-10 scale. For example: “How likely is it that you would recommend working at [company] to a friend or family member?”, or “Overall, I like my job.” Assessment of a single question permits an immediate understanding of current employee engagement levels as well as the probability of referrals – both as an employer and vendor.
Enthusiasm is contagious. If an employee has a positive outlook about the company they work for, it will likely lead to more satisfactory customer interactions, which in turn, will lead to greater customer satisfaction and intent to maintain a business relationship with the company. The Employee Net Promoter Score is used to calculate, quantify, and track the level of engagement in the employee base to understand if the overall climate and culture of the organization is positive or negative. ENPS can also solicit employee insights on how to improve the organization as a whole making it is possible to create a better, happier, and more productive workforce.
- Increase financial performance.Economics are one of the primary drivers for conducting an ENPS study. Since employee and customer engagement are strongly linked, it makes financial sense to ensure that both employee and customer engagement is high. When satisfied employees produce satisfied customers, the result is increased business in both referrals and repeat clients. An ENPS study ensures organizations have the information they need to effectively address any problems with employee attitudes or perceptions. For this reason, organizations that deploy ENPS surveys are considered proactive employers.
- Enhanced employee loyalty.One of the key issues an organization faces is ensuring that its employees always act in the best interest of the organization. When employees plan to be around for the short-term, they are more likely to engage in behaviors that primarily benefit themselves. Employees with this short-term perspective can be said to be disengaged. As a whole, disengaged employees are more likely to perceive relationship building through an individual (v. company-orientated) perspective, fail to engage in good organizational citizenship behaviors, shirk work, and fail to deliver to company standards. On whole, this group tends to be invested in themselves instead of the company. An ENPS survey helps an organization ensure that employees are dedicated to the company – and the survey itself serves as a sign that employee feedback is both valued and appreciated!
- Immediate real-time data.Want to know how employees feel about the new company strategy? What about the changes to benefits and compensation? An ENPS survey can provide access to a steady stream of data that will allow you to understand how employees are reacting to changes in the organization in real time. You can even receive immediate notification when satisfaction in a specific division/location/area drops below a specified threshold. This allows you to address problems or issues in morale as they arise. As a result, an organization can take corrective action to curtail any negative perceptions as expediently as possible.
- Track performance over time.When examined on a weekly, monthly, or quarterly basis, an ongoing ENPS survey has the potential to generate a series of employee satisfaction snapshots. These snapshots can be compared to understand peaks and troughs in morale. Do you want to know when to roll out changes to the employee health plan? Maybe you’d prefer to do this when spirits and morale are already high. Do you want to better understand the ideal timing of the annual bonus? Maybe you should consider doing so when morale needs a bit of a boost. Data from the ENPS can be used to understand how to more effectively manage the employee experience to ensure greater consistency year-round.
- Comprehensive yet simple.The strength of the ENPS survey relies on the ability to form a “big picture” assessment of the experiences of many – not just a vocal minority group. Since a typical ENPS survey asks just one question, it does not take a lot of employees’ time or effort to complete. ENPS surveys are typically deployed in an ongoing manner, so there are multiple opportunities to collect rich data. ENPS surveys typically have high response rates. Higher response rates permit greater certainty that the results of the survey are representative of the entire employee population as a whole. The rich data permits a more in-depth understanding of the entire range of employee experience.
- Predict HR needs.The ENPS score captures the word of mouth likely to emerge from a given interaction, but also reveals insights into employees’ intentions to stay with the company. If a respondent is unwilling to recommend their company, they are unlikely to want to continue working for that company. If attitudes are generally negative, it may help an organization understand how to manage a tide of exits and new entrances, or better yet, be proactive in addressing employee needs. By understanding the potential staffing changes that may occur in certain areas, an organization is better equipped to be proactive in their hiring strategy.
- Refine, rather than Reengineer, Strategy.Knowing immediately when something isn’t working gives an organization a head start on making adjustments or changes. If business is concerned that a recent restructuring/training program/compensation plan is not working out as intended, a comparison of recent and historical ENPS scores can indicate the magnitude of problems. This can empower the organization to make adjustments where possible or improve positive communication around a change. By continuously fine-tuning organizational strategy to address potential problems, adjustments become easier because practices or procedures are not solidified. In this way, an ongoing ENPS survey helps to build a more flexible organization and helps organizations develop the potential to leverage this enhanced flexibility into a competitive advantage.
Traditionally, an Employee Net Promoter Score is calculated using an eleven point scale that ranges from 0 to 10. On this scale, disengaged employees are defined as respondents who are unlikely to recommend working for the company, engaged employees are those who love their work and are highly likely to recommend working for the company, and neutral respondents aren’t likely to rave or rant about their employer. The score itself is calculated by subtracting the disengaged (detractors) from the engaged (promoters) and dividing by the total number of respondents. This score is then multiplied by 100. An ENPS score of +100 means that all employees are engaged, while a score of -100 means that all employees are disengaged. Sound complicated? NBRI provides the analysis and benchmarking for you and makes it easy to understand. We also provide expert guidance on how to boost scores and obtain higher marks from all of your employees.
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Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Employee Nps Survey Case Study
Word-of-mouth is important, and nobody knows that better than a company that trades in delivering one-of-a-kind experiences for clients. It may not be surprising to learn an entertainment company continuously monitors its Customer Net Promoter Scores, but it may raise a few eyebrows to learn that the Employee Net Promoter Score is taken just as seriously.
When this company was developed, it was management’s desire to build a world class organization, and to do so, they needed to attract and retain the best-of-the-best in their niche field. So they deployed an ongoing survey to continuously monitor employee satisfaction that assessed the following, “On a scale of zero to ten, how likely is it you would recommend [this company] as a place to work?” Since this survey utilized the same methodology as their Customer NPS, it made the results accessible to all, meaning everybody in the organization readily understood the methodology and ‘got’ the rationale for the survey.
Over the course of a year, they worked steadily to improve their scores to reach “high-growth” targets, which are scores that fall between 50 and 80. The impact was immediate and obvious. Instead of waiting to have developmental conversations during performance appraisals, the conversations were continuous and ongoing. Individual growth was prioritized, and employees felt challenged in a positive way. Employees realized change was possible, and their new-found energy and enthusiasm was positively contagious – clients weren’t simply happy, they were delighted. The positive word-of-mouth generated by these delighted customers helped fuel the company’s growth, and ultimately the company expanded by 40% in the last four years.
While turnover remains low, the company’s reputation as an employer means they are inundated with resumes when a position is available – meaning that selecting the best of the best is always an option. The evidence is overwhelming: employers who care enough to deploy an ENPS survey will attract employees who care about delivering extraordinary customer experiences. It’s a win-win for everyone!
The standard NBRI Employee NPS Survey includes 1 scaled question and 1 open-ended question and may be customized to meet your organization’s specific needs.
Standard Employee NPS Survey Topics
- Employee Willingness to Recommend
Employee NPS Survey Related White Paper
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Employee Attitude Surveys
Provide a way to improve productivity and commitment by identifying the root causes of workplace attitudes.
Employee Engagement Surveys
Measure the extent to which employees are passionate about their work and emotionally committed to their coworkers and company.
Employee Opinion Surveys
Can be morale-boosting for those who may not have many other opportunities to express their views confidentially.
Employee Satisfaction Surveys
Allow for increased productivity, job satisfaction, and loyalty by identifying the root causes of employee satisfaction and targeting these areas.
Organizational Assessment Surveys
Offer accurate identification and measurement of the key drivers of financial performance of a company.
Provide feedback from members of an employee's immediate work circle, such as subordinates, peers, and supervisors, as well as self-evaluation.