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Why the Workplace is Just As Important As the Marketplace: An Introduction to Employee Net Promoter Score (eNPS) Questions

September 13, 2016 by Christina Wainwright

Why the Workplace is Just As Important As the Marketplace: An Introduction to Employee Net Promoter Score (eNPS) Questions

Author and Businessman Stephen Covey once said that as an executive, you should “always treat your employees exactly as you want them to treat your best customers.” The gist of his message is this: in the modern business world, it is just as important to build a reputation in the marketplace as it is in the workplace; engaging employees effectively correlates with high retention rates, productivity, a positive work atmosphere, and increased overall revenue.

A very effective way to gauge workforce engagement is through Employee Net Promoter Score (eNPS) Questions. Previously, most companies asked only consumers--as opposed to workers-- the basic question, “Would you recommend (our company) to a colleague or friend?” Since employee engagement has become a priority, however, the highly valued inquiry for workers is: “How likely is it that you would recommend your employer to a friend or acquaintance?”  

This question is important because it assesses the likelihood of an employee to suggest their workplace to their peers, gives corporations a good idea of how loyal and dedicated their workforce is, and allows for quick and easy benchmarking of results. The response to the question is a number on the scale of zero to ten; those who fall in the category 0-6 are “critics/detractors,” 7-8 are “passives,” and 8-10 are “ambassadors/promoters”. The overall eNPS score is equal to the corporation’s shared percent of promoters minus the shared percent of detractors. The higher the score, the happier your employees are.

These surveys are efficient because they can be asked online or via smartphone, and give simple numbers or responses that HR can easily sift through. Employees often also can remain anonymous while still offering valuable feedback, which means honesty and security flow from bottom to the top. It is important as well to keep in mind that effective eNPS surveys should have follow up questions so executives and management can better understand employee feedback!

Your business’s number of promoters are more likely to be enthusiastic, provide better customer experiences, influence other employees, influence other employees in a positive manner, and encourage an environment of organic, profitable growth! You and your company can start assessing the engagement of your workforce by reading this guide of employee survey questions we have created for conducting eNPS surveys.