What is Employee NPS (eNPS)? Golden Rules of eNPS
NPS (Net Promoter Score), the most common measurement tool in customer loyalty measurement, is now also used for employee experience. Because a workplace whose goal is a perfect customer experience should primarily focus on the perfect employee experience.
The net promoter score, the NPS measurement, is the 'How likely are you to recommend us to people you know?' is the answer to the question. eNPS (employee NPS) is to measure whether your employees recommend your company as a place to work. You can adapt the NPS question to your employees and measure eNPS (employee NPS), that is, the employee referral score.
It is also a way of measuring employee engagement. This index measures the likelihood that employees will recommend the organization or its products and services to others. It provides insight into which features in the company create loyalty and the driving forces that cause employees to lose their enthusiasm for work.
But what should be considered in order to get successful results?
- Start with a single meaningful question.
Long surveys may not produce proper results because they are both boring and not answered correctly. In long surveys, it is seen that the participants get bored and answer the questions haphazardly. To save your survey from this problem, start with the correct eNPS question and move on to other questions based on the answer provided. Your question should be clear and simple. For example: How likely are you to recommend our company to others to work for?
For answers, proceed on a scale from zero (I don't recommend at all) to 10 (I highly recommend).
- Make the eNPS anonymous. Privacy is always very important!
If you want accurate and reliable results from the surveys you make, give importance to privacy. Make sure that some surveys are done anonymously, and that personal information is kept confidential for those that are not. Be sure to emphasize at the beginning of the survey that answers will not be shared with managers and colleagues so that survey respondents feel comfortable.
- Divide the participants into three groups.
- Promoters: 9 and 10 points
- Passives: 7 and 8 points
- Detractors: Zero to 6 point
Ignore the passives and subtract the percentage of supporters from the percentage of opponents.
Employee NPS = Dissident employees (%) - Supporting employees (%)
But remember, you will learn a lot from the percentages of passive and critical employees. For example, in which departments and age groups do your employees who are not in the support group mostly belong? What can you do to guide them towards the support group? You can revive these groups with many activities in order to increase employee motivation.
When analyzing the answers, don't settle for just quantitative data and continue with detailed questions to get a deep and accurate idea of what's going on from the employee's point of view to find the "true reason" for the answers given. For example: What influenced your low score? You can explore the details of the employee referral score with the question.
- Make feedback part of the company culture.
Make feedback a part of the company culture by repeating your employee NPS survey quarterly or at least every 6 months. In this way, you will be constantly informed about employee satisfaction and loyalty and you will be able to follow the changes.
Based on the NPS results from your employees, you can create internal communication and feedback channels and carry out studies in response to common needs. For example, you can classify the feedback with the suggestion system you will create from digital and follow the related requests continuously. Your corporate intranet will be a great channel for internal feedback. Evaluate the products and services offered by the company through the eyes of the employees. According to the results in NPS, you can use the intranet to better promote your company and product portfolio to your employees. Make it a part of the corporate culture to receive and give feedback in addition to the employee NPS. With short employee satisfaction surveys, you can conduct surveys on sub-headings showing employee happiness and motivation in parallel.
Don't forget these.
- Do the eNPS study at least quarterly.
- The senior management team, and especially the CEO, should personally monitor eNPS development.
- Employees who are in constant contact with customers are the most important group in such periodic surveys. Pay attention to departmental differences in results, especially since the units with the highest turnover rates are often the teams that have one-on-one contact with the customer.
- Share the change plan that emerged as a result of the follow-up question analysis with all employees. Thus, they can follow all the steps taken to improve the working environment. When your employees see that you value feedback, their motivation and commitment will increase.
- Improvement or development of eNPS will not happen overnight or in a period of time. Cultural and structural changes result in a long-term plan and over years. In short, never think that eNPS is a temporary solution or a magic wand.
Get started now.
How about streamlining your eNPS process while managing the employee experience? You can easily make the eNPS survey on Sorwe, whether you want to set a periodic order as a single question and send it to your employees effortlessly, or you can include the eNPS in a survey you created yourself. We are always with you for your eNPS processes, which is one of the most important factors in measuring employee loyalty and motivation.