The Customer Experience is more important than ever to the growth of a business. But the employees of the company are in charge of this Customer Experience because they are committed to making the end customer happy. For this to work, your employees must feel like they are making a difference, are important, and are appreciated. This is one reason why eNPS is figured out. This article will explain what eNPS is and how you can improve it at your company.
What is an Employee Net Promoter Score, or eNPS?
The eNPS, or Employee Net Promoter Score, shows how likely it is that your employees will tell their friends about your business. This means that based on their own experiences with the company, they can figure out if they would recommend it as a place to work or not.
The eNPS is a good way to measure how committed and happy your employees are with their jobs. But from the point of view of improving employee engagement, it is clear that eNPS will not be able to tell you exactly what is wrong with your employees with surgical precision.
How does the eNPS show things?
The eNPS shows how employees in general feel about the company where they work. More specifically, the eNPS shows QWL, which stands for “quality of life at work.” It also shows how motivated, committed, and happy your employees are at work as a whole.
But we will see that by adding other types of questions to the eNPS question, we can go much further.
How to calculate eNPS
As was already said, the eNPS works the same way as the Net Promoter Score. The way points are scored doesn’t change, and neither does the way points are calculated. Moreover, even the question remains simple and unique.
On a scale of 0 to 10, how likely are you to tell your friends and family to work at our company?
Your employees give you a score from 0 to 10, putting you in one of three groups:
Employees who gave a score of 9 or 10 were considered promoters. Those who answered with a 7 or 8
Detractors: Employees who gave a score between 0 and 6
So, you get a certain number of promoters, a certain number of passives, and a certain number of people who don’t like it. These will help with the formula for eNPS, which is as follows:
eNPS = % Promoters – % Detractors
This will give you a score between -100 and 100. The score is still subjective and depends on a number of things, like what the company does. But in general, an eNPS score of 30 or higher is very good. When the score goes below 0, it starts to be less good.
How to improve the eNPS of your company?
Let’s look at the different ways your company can improve its eNPS.
Putting in extra effort
So, here’s the deal. Measuring eNPS is a good start, but if you want to make your employees happier, it’s even more important to understand why the detractors are unhappy. You can add a conditional text question after the eNPS question if the respondent is a detractor.
This will help you figure out why this employee wouldn’t recommend your company in particular to someone looking for a job. This will give you the chance to solve a problem that could affect other employees if you don’t do anything.
People who agree with you can also give you useful feedback. Make sure you don’t miss out on feedback from your promoters, who may have ideas on how to improve certain parts of your business.
Asking and measuring different kinds of questions and KPIs.
The eNPS shouldn’t be the only Key Performance Indicator (KPI) that’s looked at. There are other ways to get feedback besides the eNPS that can give you different kinds of information.
Here are the different kinds of questions that can help you improve your Employee Experience.
- Satisfaction Question: This question is much more specific and lets you find out how happy your employees are with a certain part of their job.
This could be how happy they are with their work environment, the tools they have, or the safety rules in their industry, for example. The good thing about this question is that the list is never-ending. This question can be asked using a slider, a rating scale, or even smileys to get more employees to answer. - The open question: As was said in the last point, this lets the employee give very specific feedback. They will be able to say whatever they want about the good and bad things that have happened to them in their careers.
- The multiple-choice question: This question asks for your thoughts on future decisions, how things could be made better, etc.
There are other questions, some of which are just as specific. They let you add a lot more interaction to your survey and keep employees from getting bored while they fill it out.
Communicating First
Communication is the most important thing. It’s more important than satisfaction surveys, question types, eNPS, etc. Communication is the most important thing. It’s important to talk to your teams.
Set up regular reviews with each team’s manager, who will then do reviews with each of his or her employees. It’s very important to talk about what’s going well and what’s not. At these meetings, you don’t have to talk only about work or the company. If the employee wants to, they can talk about things that are more personal.
You now know how to improve the Employee Net Promoter Score at your company. Don’t forget that employees who are happy, confident, engaged, and feel valued will work much harder and feel like they are important to the company’s growth.
