employee satisfaction

how-to guide

employee satisfaction and engagement resources

Principles

Measuring employee satisfaction is a simple, fast way to identify the underlying sentiment of the workforce. This page will be your guide.

It contains step-by-step instructions for launching your own employee satisfaction survey, getting your results, and what to do with those results.

what is enps

You’re probably already familiar with the Net Promoter Score (commonly referred to as NPS). You’ve seen those surveys that ask “How likely are you to recommend this product to a friend?” That’s a standard “NPS Survey.” 

NPS was developed in 2003 by Fred Reichheld, a partner at Bain & Company, as a way to measure customer loyalty. Drawing on correlations across a huge amount of data, they tested a variety of questions to see how well the answers correlated with desired customer behaviors.

The outcome was clear; one question worked best: “How likely are you to recommend this product to a friend?”

High scores on this question were strongly correlated with other business outcomes like repurchases and referrals. As it turns out, and perhaps unsurprisingly, willingness to recommend is the strongest indicator of satisfaction.

Put simply, NPS is a measure of customer advocacy… how willing customers are to advocate for your product or service. Measuring it over time is a fantastic way to identify an organization’s ability to turn customers into advocates. 

Seeing how effective this one simple question was at measuring customer satisfaction, Apple decided to try it out as a way to measure employee satisfaction by slightly modifying the question.

They asked “How likely are you to recommend Apple as a place to work?”

This became known as ENPS (or employee net promoter score). It’s an incredibly effective (and efficient) way to quickly get to the heart of employee satisfaction and advocacy.

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