Companies cannot achieve or sustain high levels of customer loyalty without loyal, engaged employees. Engaged employees are enthusiastic about their work and their company, and their enthusiasm is contagious. It rubs off on other employees, and is obvious to customers.
Employees who promote their company provide better experiences for customers, approach their job with an energy that translates into productivity, and generate innovative ideas to help their company improve. Employee promoters create customer promoters!
A few years ago we made the following changes to our Employee Engagement Surveys to help our clients measure the degree to which their employees were promoting their company.
- We added the following variation of the Net Promoter Score question: “On a scale of zero to ten, how likely is it that you would recommend this company as a great place to work?”
- We followed this question up with the following: “If you did not rate this company as a nine or ten, what would this company have to change in order for you to rate a nine or ten?”
- We dramatically reduced the length of the Employee Engagement Survey and created incentives for participation to increase response rate.
- We moved from an annual administration frequency to a quarterly administration frequency.
- We created a system of accountability within department teams to ensure that survey information was translated into action, to increase our client’s Employee Net Promoter Score.
Our clients know that satisfied employees are not necessarily engaged employees, therefore measures of employee satisfaction have limited utility. Our clients also know that engaged employees who are actively promoting their company will translate into loyal customers who will buy more, stay longer, and refer their friends.
If we can help you improve how you are measuring and improving your Employee Net Promoter Score, contact me via email firstname.lastname@example.org or at my Miami office; 305-598-9880.