Using eNPS to increase employee satisfaction and close the employee experience gap
Discover how to leverage surveys to track employee experience and close performance gaps over time.
Employee experience has become a key focus area for organisations today as they recognise its impact on employee engagement and retention. One metric that can help measure and improve employee experience is the employee Net Promoter Score® (eNPS®).
We’ll share what eNPS is, how it affects employee experience and best practices for using eNPS to measure and close the employee experience gap. With these strategies, companies can create a more engaging employee experience and improve their overall work culture.
What is eNPS and how does it affect employee experience?
The employee Net Promoter Score® (eNPS) is a metric that measures how your employees feel about working for your company. It’s based on the Net Promoter Score® (NPS), a typical customer experience (CX) metric created by Bain & Company and Fred Reichheld to measure customer loyalty.
Every eNPS survey must include the main question: “On a scale of 0 to 10, how likely is it that you would recommend our company as a place to work?”. Participants are categorised as promoters, passives or detractors of a company based on their scores. To calculate your company’s eNPS score, subtract the percentage of detractors from the percentage of promoters. A high score suggests a positive relationship between employees and the company.
- “What is the primary reason for your score?”
- “How can we improve your experience at [company]?”
- “What do you like most about working for [company]?”
- “Do you feel valued and listened to at [company]?”
- “Are you satisfied with your work-life balance?”
With these additional questions, HR professionals can easily identify areas for improvement and address any challenges relating to their retention strategy. They can also gain insight into the factors that affect the employee experience, which can help them close significant gaps.
Best practices for closing the employee experience gap with surveys
Several methods exist to address employee experience gaps, but surveys can be a cost-effective and engaging way to understand employee perceptions of the company.
Consider these best practices when using surveys to measure employee experience:
Conduct eNPS surveys regularly
Businesses often use eNPS surveys to measure and track employee engagement and experience over time. Regularly monitoring eNPS scores can help human resources (HR) teams address gaps in the employee experience and can provide valuable insights into the effectiveness of your HR strategy. If your score is lower than expected, you may need to improve your strategy.
Try to collect eNPS scores every three to four months. You’ll need enough time to analyse the results, address any feedback and take action before deploying a new eNPS survey. Ideally, your score should improve over time. If it doesn’t, you should take a closer look at your strategy and determine what needs to change.
Employee engagement surveys often include questions about the company’s values, vision, mission, teamwork, innovation, managers and executives. Try out these surveys to gather feedback about your company’s culture and how well employees align with its mission:
Culture surveys
Culture surveys often explore the company's core principles, leadership, team dynamics, approach to innovation and mission alignment. Use templates for organisational culture, work-life balance and remuneration benefits surveys to understand how well employees connect with current policies.
Use your culture surveys to ask questions such as:
- “How satisfied are you with your work-life balance?”
- “How would you describe your management’s overall work style?”
- “How satisfied are you with the benefits offered by this company?”
Employee satisfaction surveys
Employee satisfaction surveys can help you measure your team’s satisfaction across different areas, including their favourite aspects of their job, any workplace issues that they would like to see changed and more.
Add these (or similar) questions to your employee satisfaction survey:
- “How meaningful is your work?”
- “How challenging is your job?”
- “How well are you paid for the work that you do?”
Pulse surveys
Employee pulse surveys are short and frequent surveys that you can use to consistently track employee engagement. These surveys typically consist of between one and 10 questions, which makes them easy and convenient for employees to complete. If you conduct pulse surveys regularly, you will get real-time snapshots of how employees feel about your company.
Try these questions in your next employee pulse survey:
- “Overall, how much do you like working at this company?”
- “How well do your job responsibilities match your strengths?”
- “If you could change one thing about your job, what would it be?”
Performance-based surveys
Use performance-based surveys to collect feedback from employees about their managers, direct reports and colleagues. These surveys are also useful for providing feedback to employees about their current performance. Helpful performance surveys include 360-degree feedback surveys, stay interview surveys and exit interview surveys.
Consider these questions when putting your performance surveys together:
- “How often does your team meet its deadlines?”
- “What do you like least about your job?”
- “What actions can the company take to build a better workplace?”
Analyse feedback and results
Review the data that you collect in order to determine the most pressing areas for improvement. Look for common themes, grievances, or requests for services or benefits that you’re not currently offering but can provide. You can also use the collected data to create benchmarks that you can measure your company against in the future to better understand how effective your strategies are.
Use advanced survey analysis tools, such as charting, combined filters and open-ended text analysis, to pick up on significant trends and patterns.
Once you have analysed the employee feedback, create an action plan to address concerns. Deploy new strategies, measure their impact and then communicate the plan to stakeholders.
Update materials and programmes as needed
The continuous improvement of employee/HR programmes is crucial for any organisation that wants to stay competitive in today’s fast-paced business environment. By constantly reviewing and updating these programmes, companies can ensure that they provide their employees with the resources, support and development opportunities that they need to perform at their best.
Additionally, continuous improvement can help businesses identify and address any gaps or inefficiencies in their HR processes, ultimately leading to cost savings and increased productivity.
Close the employee experience gap with SurveyMonkey
Surveys are an effective tool for measuring employee engagement and experience. By following the best practices outlined above, organisations can improve the effectiveness of their surveys and make data-driven decisions to close the employee gap.
Learn how SurveyMonkey can help you enhance your employee experience and engagement with our eNPS survey template.
Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.
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