Organizations put a lot of effort in making sure customers have the best possible experience. It's normal now to send a Tweet to KLM Airlines asking about a delayed flight and get a response in just minutes. It's important to care because people talk about their experiences, both positive ones and negative ones. Those negative ones can really harm your organization's reputation.
The employee experience
In the same way that consumers talk, employees do too. Everything they say about you, from the early stages of recruitment to the time they leave your organization, can influence peoples' impressions. Websites like LinkedIN and Glassdoor make it much easier to find out what it's like to work at an organization you're interested in. That's why it's important to take into consideration the employee experience. Anticipate the needs of your employees and go out of your way to meet them.
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If you want to find out what employees really think about you, don't look any further. The Employee Net Promoter Score is the employer counterpart of the well-known Net Promoter Score for customers. It asks employees one question: How likely are you to recommend your organization as an employer to others on a scale from zero to ten? The responses are broken down into Dectractors (scoring between 0-6), Passives (7,8) and Promoters (9,10). The eNPS score is then calculated by subtracting the percentage of Dectrators from the percentage of Promoters (Passives are counted because they're considered neutral). Your final score can range from -100 to +100, and, of course, the higher the better.
Room for improvement
Global eNPS scores are surprisingly low. We're still working on publishing the 2018 Global Employee Engagement Index (stay tuned for more information!) but we can already tell you that the global eNPS score is -8.7. Yes, that's right, the global eNPS is negative. More people are actively criticizing their employers than recommending them. The regional differences are interesting too: scores are much more positive in North American and South America (11.4 and 9.4 respectively) whereas in Europe (-9.6), Asia (-17.6) and Africa (-14.8) the numbers are even lower. There's definitely room for improvement here; imagine how much your organization can benefit if you score even a little higher than the average!
Even though the eNPS can help you get a snapshot of employee loyalty and engagement at your organization, there are many other ways to gain insight into the employee experience. We're happy to tell you more. Get in touch!