The recommendation score NPS, which has recently become the most common metric for measuring customer loyalty, is also used for employee experience. Measure and manage employee experience with a single question.
What is employee experience?
Employee experience refers to the total value that employees give to their companies as a result of their interactions with them. This definition is actually very similar to the definition of customer experience.
Your customers pay you money and you pay your employees. Although there seems to be an inverse connection here, the quality of the service provided by your employees is decisive for your customers to choose you. Employees’ feedback on products and services is also extremely valuable.
A business whose goal is the perfect customer experience should also focus on the perfect employee experience. Employee experience and customer experience are considered inseparable.
The English abbreviation for customer experience is CX (Customer Experience), while the abbreviation for employee experience is EX (Employee Experience). You can think of customer and employee experience as two halves of the same apple.
What are NPS and eNPS?
With the Net Promoter Score (NPS) measurement, you ask your customers ‘How likely are you to recommend us to your acquaintances?’ and ask them to give a score between 0-10. And do your employees recommend your company as a place to work? You can adapt the NPS question to your employees and measure the eNPS (employee NPS), or employee promoter score.
Simply revise your question to ‘How likely are you to recommend this company as a place to work to people you know?
Start with one question!
Long employee experience surveys can be both boring and inaccurate because they are not answered correctly. In long surveys, it is seen that respondents get bored and answer questions randomly. To save your survey from this boredom, start with the eNPS question and move on to other questions in a logical flow based on the answer given.
In the example below, other questions are visible for scores other than 9,10 for the eNPS question. Apart from two closed-ended questions, an open-ended question is included.
Value confidentiality
If you want accurate and reliable results from your surveys, you need to ensure confidentiality. Some surveys should be conducted anonymously, and for those that are not anonymous, you should ensure the confidentiality of personal information. Emphasise at the beginning of the survey that the answers will not be shared with managers and colleagues so that the respondents feel comfortable.
Make it part of the corporate culture
Provide channels for employees to leave feedback on every issue within the organisation. Categorise the feedback received through these channels and deliver it to the relevant units. Your website will be a great channel for internal feedback. Evaluate the products and services offered by the company from the employees’ perspective. Make leaving feedback a part of the corporate culture. Conduct periodic employee experience surveys regularly.
Remember that your employees are also your best customers.
Start right now
Why not start managing employee experience now? Wiseback allows you to manage employee experience through different channels such as web, email, kiosk, sms, QR code, mobile application with advanced survey builder, NPS measurement and ready-made templates. Register for free and start managing employee experience.
