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This post was written by Alison Robins of Officevibe. Officevibe is a company focused on creating simple, powerful tools for teams to drive engagement and improve culture.
Your employees love where they work. They’re loyal to their organization.
They go above and beyond to make customers happy, because they’re happy.
When an outsider asks about their organization, they actually recommend it as a great place to work.
This is every HR professional’s dream, but how do you know how your employees really feel?
Use an employee Net Promoter Score (eNPS) to measure your team’s mood.
What is eNPS?
eNPS, simply put, is a way for organizations to measure the loyalty of their employees and find out whether they would recommend their company as a place to work.
Originally, it was a customer service tool used to measure customer satisfaction, developed by Fred Reichheld in the 1990’s.
Now, it’s used internally within companies to measure how their employees feel about their jobs. These insights into what employees do and do not like about the company help determine what drives their sentiments of loyalty and disloyalty.
How Does eNPS Work?
eNPS collects data using one simple question:
“On a scale from 0-10, how likely are you to recommend this organization as a good place to work?”
It replaces the dated, lengthy and obscure customer surveys that everybody hated filling out, with one simple question that offers so much insight.
Once the data is collected you can divide them into three categories:
- Detractors (0-6)
- Passives (7-8)
- Promoters (9-10)
You can get into more detail about the scale here, but here’s the biggest takeaway for recruiters and HR leaders is that ‘Promoters’ are a great resource for referrals.
Why is it important to measure eNPS?
Not knowing the state of your team’s outlook is bad for business. Here’s why:
- If your company has a high eNPS (bravo!), your recruiters can use it as another way of further promoting the company as a desirable place to work, attracting the best talent.
- If your company has a low eNPs, there are ways you can, and should, work to improve it.
Not knowing is like avoiding the doctor when you’re sick: Just because you don’t know what’s wrong it doesn’t mean everything’s ok. Make it a point to have weekly or monthly check-ins.
How does measuring employee loyalty benefit recruiters?
Nurturing your employee loyalty is like building an army of recruiters for your company. Word of mouth is an exceedingly powerful tool, and it can work for or against you.
The truth is, there’s no one who can promote it better than the people who actually work there and have real, authentic stories to share and feedback to give.
Having a solid team of brand ambassadors is invaluable.
But more concretely, having tangible data to include on your recruitment platforms is a great way to attract talent to your company.
Likewise, you can go further than just calculating the eNPS and actually ask “why” they either would or would not recommend the company.
Then you can use this knowledge from your employees to understand what it is exactly that they like so much about your organization, or how you can improve.
Positive feedback can help you recruit and retain employees.
Ask questions like:
- What’s the number one reason why you’re willing to recommend this company?
- What’s one thing we do well that makes you willing to recommend us?
Use this great insight to help promote the company and attract talent, from the inside out. Employee testimonials are a powerful recruitment tool.
To learn more about Officevibe and eNPS, check out their website here.