Is this an accurate way to measure how your employees feel about your business and how can it used to increase employee N P S?
What is NPS?
NPS – an employee of Net Promoter Score or Employee NPS – is a way to measure how your employees think about your company.
It is based on the Net Promoter Score which is a measure of customer loyalty that was pioneered by Bain & Company and Fred Reichheld to measure customer experience.
How to calculate NPS?
The NPS survey contains one simple question:
“On a scale of 0 to 10, what is the probability that you will recommend this company’s products and services to others?”
Some companies like to more specific and ask if you would recommend this to “a friend, colleague or family member”.
If they answer 9-10, they are the promoter; if they answer 0-6, they will criticize.
You calculate the net results of employee promoters by subtracting% of critics from% of promoters. You ignore those who get 7-8 points, otherwise known as “commitments”.
This point scale is tailored to the client’s classic NPS and also offers more variance by looking at:
Promoters: Your most positive, motivated and satisfied people
Passive: These employees are neutral. They are generally satisfied, but not fully committed to the organization
Critics: This segment of your people does not recommend your business and is dissatisfied and dissatisfied to varying degrees
If you only use 5 points, it will change the distribution and categorization of respondents and may artificially inflate the scores at both ends.
Why are some people criticizing the NPS?
Organizational psychologists often criticize the NPS as being too simplistic. They say that it does not cover all the intricacies of the employee’s experience and requires other factors to considered.
While the NPS Index can used to measure success, it only matters when compared to previous performance or that of another organization. She can’t say much herself. But it’s a good start.
What are the advantages of NPS?
While NPS doesn’t give you the complete picture of how your employees are feeling, it’s a great first question. By using NPS along with other KPIs, you can create a more holistic view of your employees’ experiences.
Overall, NPS is very simple and quick to measure. It can represented numerically, which makes it easy to reference and compare. It is also known to many people and can presented to interested people without too much introduction. Many professionals “sense” the NPS scale and know what constitutes a good or average NPS score.
NPS is also easy to get started and set up because it’s just one question.
To get the most out of NPS, ask promoters to support you with questions like why they like you, and ask your opponents why they don’t like it. This type of survey feedback gives you a more complete insight into what drives employee engagement, especially when analyzed alongside other metrics.
Best Practices: Learn how to optimize based on employee feedback.
How can NPS be used to increase engagement?
NPS alone will not help increase engagement. But showing that you are listening and acting on the basis of employee feedback will. It helps raise morale by showing employees that you care what they think.
And knowing their voice heard helps them feel included and respected, especially when they see that the organization taking action to fill gaps in experience.
How to use NPS effectively
1. Find the right solution
While the results should always anonymous, using the right NPS solution can help you filter the survey results and reveal differences by department, location, and demographics.
2. Use the NPS survey software as part of a wider program
This should include deeper employee engagement and satisfaction to help you understand why some employees are promoters and opponents, and take steps to transform employees into ambassadors.
3. Run together with the NPS client
Often these two pointers are compatible. If people are happy, they are more involved in their work and are more likely to do anything to help their clients.
4. Find out how you can improve NPS and brand loyalty
Conduct an employee NPS survey on a regular basis to assess whether you are achieving continual improvement.
5. Be transparent
Share good and bad. Sharing the results of surveys with employees and inviting them to recommend next steps helps them feel trusted and committed to the improvement process.
6. Take action
Once you are able to pinpoint where the gaps in experience lie, take action to close them. Make sure you allocate resources to implement the changes.
When it comes to employee engagement, one of the worst things you can do as an organization is asking for feedback and then not taking action on the results of that feedback. This makes your people distrust the organization and process and likely won’t take part in future surveys.
Overall, eNPS a great first step to getting started asking for feedback from your people. When used as part of a broader employee engagement and satisfaction program, it can be a valuable tool in the process of identifying and filling gaps in employee experience.
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