eNPS is a crucial indicator of employee satisfaction, engagement, and loyalty. It is the industry standard, although some companies will use other metrics to track employee satisfaction and engagement as well. When these scores are low, it signals a need for action to be taken. eNPS scores will vary by industry and location as well as company culture factors. Turning those numbers around can be an empowering journey. If you need help determining if your eNPS score is low or not, we’ve curated a list of scores by industry to help you identify what a good eNPS score really is and where you stack up.
Key Points
- Recognizing and understanding the reasons behind low eNPS scores.
- Proven strategies to nurture employee engagement and satisfaction.
- The importance of consistent, genuine effort and using the right tools for ongoing improvement.
Low eNPS scores aren’t just numbers; they’re a signal from your employees. They tell you that their experience, engagement, or loyalty is wavering. While initially disheartening, this feedback opens doors to potential upside and that can significantly improve both your workplace environment as well as overall business results.
Identifying the Root Cause: Honesty is the Best Policy
The possible reasons your eNPS is low can vary depending on industry, company type, locations, and a host of other possible reasons. It’s essential to look beyond the score and understand the factors influencing these outcomes which is best done by analyzing the written feedback submitted with your surveys.
- Communication issues: are managers transparent? Do you disseminate information across the organization? Does it actually reach all levels of employees? How frequent is it? Are there lots of surprises?
- Employee recognition: do employees feel valued? Do they have a chance to provide feedback or props to colleagues? Do you acknowledge contributions outside of normal quarterly or annual reviews?
- Growth opportunities: do you offer learning and development options? Can employees attend conferences, conventions, or external trainings? Are employees able to grow into higher roles or are they trapped in existing roles?
Those are some of the more common items for companies, but for your business it could be much different. There’s no way to know for sure without getting feedback from your team members. Remember, identifying the root cause isn’t about assigning blame, but paving the way for meaningful change.
Actionable Strategies
Understanding the ‘why’ behind your eNPS scores is half the battle. Now, let’s steer towards the ‘how’—improving these scores with practical, effective strategies.
“Transparency breeds trust, and trust is the foundation of great teamwork.” -Patrick Lencioni
Transparent Communication: Foster open two-way communication channels, where feedback is welcomed, and responses are given in a timely manner (not just acknowledgements). Regular town hall meetings, anonymous suggestion boxes or surveys, and digital forums can be great starting points. Even a quarterly company newsletter can be a start.
Recognition and Reward Systems: Implement programs that recognize personal and team achievements. This can be low tech or high tech depending on your budget and team size. From giving shout-outs at a Monday morning company meeting, or having a tool where you can provide feedback and thanks that feeds into quarterly and annual reviews. Tailor-made recognition (public or private) makes employees feel valued.
Professional Development Opportunities: Offer paths for skill enhancement and career progression whether internal or external. Workshops, online courses, or mentorship programs signal an investment in your employees’ growth. Allowing team members to take on additional responsibilities and grow within their roles is also valuable — just be aware that with expanded roles some employees may expect to get compensated a bit more as a result.
Health and Well-being Initiatives: Holistic approaches to employee well-being are pivotal. Flexible work hours, mental health days, fitness programs, or family-friendly, gym reimbursement policies are options worth exploring as starting points.
Regular eNPS Surveys: Routine surveys demonstrate a commitment to consistent improvement and adaptation. They provide real-time insights into employee sentiments and the effectiveness of implemented strategies. Set expectations up front with team members so they know to expect these, how they feed into your overall plans, and what they can do. Also, if the surveys are anonymous (which encourages more honest feedback), let the team know.
94% of employees would stay at a company longer if it invested in their career development.
LinkedIn 2019 Workforce Learning Report
Technology as an Enabler: Making Improvement Effortless
In the digital age, leveraging technology is non-negotiable. From gathering feedback through eNPS surveys to analyzing data for insights, technology streamlines these processes, ensuring accuracy and efficiency.
- Digital Feedback Tools: Utilize platforms that allow anonymous feedback, ensuring employees can speak freely, contributing to a more honest and effective feedback loop.
- Data Analytics: Employ advanced analytics to decipher trends and patterns in employee feedback, helping prioritize areas needing urgent attention.
- Online Learning Platforms: Encourage the use of digital platforms for continuous learning and development, accessible to everyone.
Embracing the Journey of Continuous Improvement
Revamping your eNPS doesn’t happen overnight. It’s an ongoing process that requires patience, commitment, and genuine effort. Celebrate the small victories, learn from the setbacks, and keep pushing forward. Remember:
- Stay committed to regular, open communication.
- Adapt based on feedback and be willing to evolve.
- Foster a culture that values each employee’s well-being and professional growth.
Get tips, industry benchmarks, strategies to boost scores, and more!
Taking the Next Step with Peoplelytics
Ready to transform your workplace experience and see those eNPS scores soar? It’s time to harness the power of effective surveys and insightful data analytics with Peoplelytics.
Empower your journey to foster a more satisfied, engaged, and retained workforce. Dive into the world of better employee surveys with Peoplelytics, and take proactive steps towards a thriving organizational culture today. Because when your employees grow, so does your business.
