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What is Net Promoter Score or how to use it to increase an employee loyalty?

Management 
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What is Net Promoter Score or how to use it to increase an employee loyalty?

Every businessman wants to get income when creating a new company. He necessarily analyzes the market, studies its main competitors, implements new technologies for sales and increasing of an employee productivity.

Unfortunately, business founders very often forget to take into account such vital factors as loyalty, employee involvement and their relationships within the team. If the employees are not a united team that works for the result, if they do not consider their work as important one and not ready to show their maximum level of professionalism, the company will not be able to grow and develop.

Fortunately, “Outsourcing Team” has always understood the value of stuff and the team as a whole. Indeed, our overall result, that is the result of our client’s business, depends on the work of the team as a single organism. And recently we found a tool that helps us to measure such abstract concepts as:

  • employee loyalty to the company;
  • the employees attitude to each other in terms of communication comfort and professionalism.

Here we use Net Promoter Score. Such an index can also be calculated for customers to find out their willingness to recommend your company. In this article we will describe how to use this index for your employees.

This technique can give you the information that will help to avoid or minimize problems in the team and eliminate misunderstandings between the management team and front officers.

NPS method base

NPS is a method of assessing employee loyalty to a company and team relationships.

“Outsourcing team” calculates the NPS index to assess the professionalism of each employee and the comfort level in communication with him/her.

For this purpose we use two forms:

What is Net Promoter Score or how to use it to increase an employee loyalty?
What is Net Promoter Score or how to use it to increase an employee loyalty?

Each employee puts the score from 1 to 10 to other colleagues regarding their professionalism in one questionnaire, and in another – regarding the comfort of communication with them. If an employee gives a score below 6, he/she has to describe the reason in a special field, otherwise, the assessment will not be taken into account.

The questionnaire also includes the question about the willingness to recommend company “Outsourcing Team” to friends and acquaintances.

Since the survey is completely anonymous, people try to show their personal attitude to a particular colleague or to the whole company as objectively as possible. In the beginning of each month, every employee receives a printed personal questionnaire and fills out the survey during the day, then throws it into a special box. At the end of the working day HR takes this box and calculates the received answers.

NPS Index Calculation Methodology

Against each employee we count the number of promoters, neutrals and critics:

  • promoters are those colleagues who rated the comfort of communication with a particular employee or his/her professionalism from 9 or 10 points;
  • neutrals – colleagues who rated from 7 to 8 points;
  • critics are colleagues who rated below 6 and wrote why the employee deserves such a point.

To calculate the index, we determine the percentage of promoters and critics:

Percentage of promoters = number of promoters / number of voters * 100%

Percentage of neutrals = number of neutrals / number of voters * 100%

Percentage of critics = number of critics / number of voters * 100%

NPS = Percentage of Promoters – Percentage of Critics

What is Net Promoter Score or how to use it to increase an employee loyalty?

NPS for employee professionalism and comfort communication

NPS indicators for comfort communication and professionalism are calculated separately. The average NPS index is derived from these two indicators.

If an employee receives less than 20%, you should consider the reasons that colleagues indicated for such a low point, and take a closer look at the person’s work and his/her relationships in the team.

If this person receives a similar assessment within a few months, then this situation will become a very alarming call and some measures should be taken.

We calculate the NPS index generally for the company in the same way. After simple calculations we obtain the following results, which are presented in the form of tables and graphs.

What is Net Promoter Score or how to use it to increase an employee loyalty?
What is Net Promoter Score or how to use it to increase an employee loyalty?

When analyzing data about the company, it is necessary that the percentage of promoters significantly exceeds the percentage of critics by 30% or more. Only in this case, the organization will be able to work effectively and prosper.

What is Net Promoter Score or how to use it to increase an employee loyalty?

When analyzing data about the company, it is necessary that the percentage of promoters significantly exceeds the percentage of critics by 30% or more. Only in this case, the organization will be able to work effectively and prosper.

We always show the results of our research for our team.

Try to measure NPS in your company. We wish you to be pleasantly surprised by its results.

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