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ENPS: YOUR TRULY LOYAL STAFF

Yuriy Shchyrin
Author: Yuriy Shchyrin
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5 min.
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03
April 2017

Are employees happy to be working for your company? Are they ready to move forward with you or feeling disappointed and looking for better job offers from other employers?

There can be a number of reasons for job dissatisfaction. However, the symptoms experienced by employees are typically similar: no desire to go to work, permanent stress and exhaustion, aggression, and bad mood. Naturally, feeling this way for extended period of time can cause mental and physical health problems, as well as various addictions. The labor efficiency among dissatisfied employees drops dramatically which in turn has an impact on corporate revenues. On top of that, their negative emotions impact the mood of the entire team and create an unhealthy workplace environment.      

Patrick Lencioni in his bestseller "The Truth About Employee Engagement: A Fable About Addressing the Three Root Causes of Job Misery" names the three key causes of job dissatisfaction. These are:

  • anonymity: person’s presence in the team goes unnoticed, as if he or she is just a part of nameless mass;

  • irrelevance: a person does not see the connection between his or her work and its importance to at least someone in the company;

  • immeasurability: inability to measure own contribution to the common goal and success.

All of the above may seem pretty self-evident; however, the managers in the majority of companies do not notice that staff dissatisfaction is caused by these very reasons.

In order to find out whether your employees are happy to work in your company or not, you can use the eNPS (Employee Net Promoter Score) designed to help measure employee satisfaction and engagement, as well as loyalty towards the company’s goods or services.

How to Calculate eNPS

To calculate eNPS, your employee needs to answer the following 2 questions:

  1. On a scale of 0-10, how likely are you to recommend X company as a place to work to your friends and acquaintances?

  2. What is the key reason for giving this mark?

The above survey allows sorting your employees into promoters, passives and detractors.

  • Promoters represent the most loyal employees who are ready to recommend the company and have its best interests at heart;

  • Passives are the employees who are not ready to recommend the place they work at and are determined to find a different job;

  • Detractors are the least satisfied employees who are actively looking for other job opportunities and won’t recommend the company.

eNPS is the difference between the number of promoters and detractors. If the number of detractors is significantly larger, it means there is a major loyalty issue in the company, and certain steps need to be taken to remedy the situation.

Value of eNPS. eNPS provides an insight into

  • how ready your company is to grow and evolve;Розрахунок індексу

  • workplace environment and team mood;

  • degree of employee satisfaction with corporate policy and culture, pay, employment benefits, etc.

eNPS analysis allows to develop and nurture strong corporate culture and relationships in the company, create an effective staff development strategy and achieve the set goals together with employees. What's more, this is directly linked to profit margins and business performance!

Agency of Industrial Marketing is a certified partner of Satmetrix, co-developer of the Net Promoter Score. With help of our own call center, we measure the NPS of the employees, customers, partners, and NPS by industry in general.

We will be happy to assist you in managing employee, customers and partner loyalty!

 

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