Like customer NPS, employee NPS is used to measure and gauge company loyalty. It’s a useful metric for improving company culture and driving business growth.
Some eNPS survey questions typically include “How likely are you to recommend our company?” followed by an open-ended question for employees to explain their rating.
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Do You Feel Valued At Work?
Employees who feel valued at work often perform better, are more committed to the company and are less likely to leave, when employees feel like their company cares about them as people—not just as workers—it can increase loyalty and even a sense of personal pride in the job.
Companies must go beyond the usual salary and benefits offerings to make employees feel valued. This means providing a unique employee experience centered around the whole person—physically, socially, and emotionally. Employees can also feel valued when they are regularly recognized for their accomplishments. This could be in the form of one-on-one meetings, special awards ceremonies, or other celebratory events.
It’s also important to give employees balanced feedback about what they’re doing well and where they need improvement. Employees who receive only positive feedback may question its validity and wonder why they don’t receive constructive criticism. Conversely, when employees receive critical feedback without recognition or positive reinforcement, they can quickly resent their employers and begin looking elsewhere for employment.
To create a more personalized and inclusive employee experience, consider offering non-traditional benefits like once-a-month long weekends, taco Tuesdays, or other fun team outings. This gives employees a chance to be themselves and see their leaders differently, which can help them feel that they are truly seen as people by the company and not just a worker.
To ensure that all employees can understand what the eNPS question is asking, use clear and concise wording and avoid questions with more than two possible answers. This will reduce the likelihood of misunderstandings and increase response rates. It’s also important to include a privacy statement that lets employees know their responses will be kept confidential.
Do Your Opinions Count At Work?
If employees’ feelings about their workplace are unheard, they may become disengaged and leave. Employees that feel valued at work enjoy their work more and are better able to provide exceptional customer service. You may identify workers who feel their opinions are heard and provide them the support they need to stay by using eNPS questions like these.
Employees who don’t feel their opinions count at work are prone to giving lower scores because they don’t want to risk a backlash by being honest. When this happens, it’s important to let them know you value their feedback and encourage them to give a higher score next time.
You must also follow up on the verbatim feedback you receive from your employees. This shows you care about what they say and are committed to improving the employee experience. If you can’t implement an employee’s suggestion, explain why it didn’t work out for your organization. This doesn’t imply you have to agree with them; rather, it just means you gave their suggestion careful attention and came to the best option possible.
While eNPS surveys are an excellent way to measure employee satisfaction, they should be used with more detailed questions about specific aspects of the workplace that need improvement.
Do You Feel Like You’re Being Heard At Work?
Employees want to know that their opinions matter. But they may feel like their voices are heard only if they communicate effectively and when their ideas are dismissed. A lack of communication can lead to burnout, cynicism, and detachment. This disengagement doesn’t just hurt the company, it can cost the business a lot of money.
NPS surveys are one of the best ways companies can gauge how much engagement is needed in their workplaces and how well they do. Unlike traditional employee satisfaction surveys that ask a few open-ended questions, eNPS surveys ask employees only one question: “How likely would you be to recommend [company name] ‘s products or services to a friend or colleague?”
The resulting score is calculated by counting the number of promoters, subtracting the number of detractors, and multiplying by 100. The detractor category is important, as these people need to be more loyal to the company and have a negative impact on the brand’s reputation.
To increase eNPS scores, the focus shouldn’t just be on motivating and rewarding promoters. Companies should also focus on listening to detractors and passives to see how they can improve their experiences. Listening to criticism is difficult, but a company must address any issues.
When employees feel like they are being heard at work, it increases productivity and customer service. Whether through an eNPS survey or a direct line of communication, businesses need to take the time to listen to their employees and show them that their concerns matter. Listening to and acting on employee feedback will create a strong foundation for future growth.