In addition to using the eNPS survey, use shorter pulse surveys to address emerging issues. Try to keep these short to avoid survey fatigue and ask open-ended questions to understand better why your employees scored the way they did.
Detractors spread negative energy and, left unchecked, can wreak havoc on the company. So, it’s essential to regularly check in with your team and make changes that will boost your eNPS score.
The most important thing to remember about eNPS is that it’s not just a survey but an opportunity for your employees to share their feelings about your company. Employees who feel a sense of belonging at work are likelier to remain loyal and achieve their full potential.
Employees that respond with a 9 or 10 are known as promoters. Asking employees a simple question such as “On a scale of 0–10, how likely would you be to recommend [Organisation] as an employer to your friends and family?” is the key to calculating eNPS.” Passives are those who receive a seven or an 8. While they may not be actively dissatisfied with your organization, they could be more highly committed and leave when something better comes.
Detractors are the genuine concern; these employees give a rating between 0 and 6, and it’s essential to ensure they feel comfortable sharing their feelings about your business. Please encourage them to be open and honest, and let them know that you genuinely value their feedback by implementing changes that they suggested.
Listen to Your Employees
Listening to your employees is the most crucial part of any employee feedback process. It doesn’t mean that you need to act on every suggestion, but it does mean that you should genuinely listen to your team and take action when appropriate.
It is especially true when it comes to detractors. Employees unhappy with your organization will likely have specific reasons for giving the score they did. Focusing on what they need and want can help you increase employee satisfaction and retention.
Moreover, it’s a good idea to include a follow-up question in your eNPS survey, asking respondents to explain their answers. It will give you rich qualitative data from your employees and allow you to create strategies that improve your employee experience.
Additionally, you can use the eNPS question to track the evolution of your scores over time. If you send the survey out regularly, like every three months, you can track changes in your employee net promoter score and make necessary corrections.
Create a Culture of Inclusion
When workers feel that their employer is dedicated to fostering an inclusive culture, they are likelier to feel a sense of belonging. It can help boost morale and improve productivity.
One way to do this is by consulting with various employees to understand their experiences. It may include one-on-one interviews, anonymous questionnaires, or workshops. It’s essential to be open-minded when listening to your staff’s feedback to see where your business needs improvement.
Another way to create a culture of inclusion is by ensuring that all employees are treated fairly and equitably. It can be done by implementing diversity, equity, and inclusion (DEI) practices in your organization.
Another way to create a culture of inclusion at your workplace is by providing various fun opportunities for employees to connect. It can be done by introducing virtual coffee chats or other networking events to encourage collaboration. Doing so will help your employees feel like they belong at your company and will help increase your eNPS score.
Focus on Employee Development
A great thing about eNPS is that it only asks for employees to respond to one question (How likely are you to recommend this company as a place to work to your friends and family?) It means that you can ask for feedback without asking employees for too much of their time.
It is essential to ensure you get the best possible response rate. Employees will only answer if they feel the survey needs longer.
You should also include open-ended follow-up questions, like “What are the reasons behind your score?” It will give you a richer picture of what your promoters, detractors, and passives think about your organization and help you create strategies to improve their work experience.
For example, if you find out that your passives are unhappy with your company’s salary system, you could re-evaluate your payroll structures and budgets. It will help ensure your employees are happy and engaged with their job. It will also ensure they stay in your organization, which can be costly in recruiting costs and productivity losses.
Create a Strong Leadership Team
eNPS is quick and easy for employees to complete and provides actionable insight. It can also be a springboard for more detailed surveys and interviews. For example, if you find that most of your detractors and passives are concerned about their lack of growth opportunities, you may want to design follow-up questions that probe deeper into this area.
It’s important to continuously track your eNPS score and look for trends over time. This way, you can make changes to improve employee satisfaction and overall workplace culture. Remembering your employees that their responses are entirely anonymous is also a good idea. It will allow them to be more honest and open with their answers.
Keep in mind that eNPS isn’t a stand-alone measure of employee satisfaction. You’ll need to use it with other measures like engagement and loyalty to get a more holistic picture of your business health. You can also ask open-ended follow-up questions in your eNPS survey that dig into the reasons behind each employee’s ratings.