Is eNPS only a strategic metric?

The other day I received a question on whether eNPS is only a "strategic metric" or if one can actually work actively with this in a team.

Before I reveal where I stand on the issue, I would like to rewind the tape a little bit and start with a brief description of eNPS. eNPS stands for Employee Net Promoter Score. Over the past ten years this has become a more and more frequently used method to capture employees' loyalty.

Why eNPS?

A common question is "How likely are you to recommend <company> to a friend?". Employees then respond based on a scale from "very likely" to "not at all likely". Those who recommend the workplace are called ambassadors and many of these are the company's most dedicated employees. Most studies show that these employees often contribute to the company's development and profitability.

Take the temperature more often

Usually the question is asked once or twice a year and the result lands in the lap of HR. By pulsing the eNPS survey (i.e. asking regularly) and giving the team access to their results, the proportion of ambassadors in the company can increase quickly. This gives managers a trigger to discuss burning issues and actively work to eventually both retain and attract the right talent.

With an increased frequency of eNPS and ownership at the right level you can fine-tune the course depending on the present situation. In order to have a better foundation for discussion, the question should be complemented with the opportunity to comment on one's response.

Follow-up on employee engagement

The discussions in the team can then lead to identifying which behaviors you want to see more or less of. In the following pulsed measurement, the manager advantageously selects to follow up on plans. This is done to signal the importance and consequences of implementing joint decisions.

So, to answer the question; can one actively work with eNPS in a team? Yes! You can absolutely do so! By working with pulsed measuring there will be an up-to-date foundation for the team to discuss, to act on, and to track their desired behavioral adjustments.

Employee Engagement

Viktoria Lindhé

Viktoria Lindhé

Head of Customer Success at &frankly

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