Customer experience starts with the employee. The more engaged an employee is, the better service she delivers for customers, leading to increased customer satisfaction and loyalty. Businesses can engage employees at both corporate and frontline levels effectively by giving them visibility on the end customer experience and, especially for the frontline, the ability to positively impact the customer experience. Hence, customer feedback should be central to employee engagement programs.
One way to do this is through e-NPS conversations, which can be seen as a leading indicator for customer NPS. e-NPS captured around your own products and services (“On a scale of 0 to 10, how likely would you be to recommend the products and services of this company to a friend or colleague?") can be directly compared with NPS to understand product/service gaps.
Yes! The employee Net Promoter Score (eNPS) can be used to assess employee satisfaction and loyalty. eNPS comes in 2 forms:
- Place of Work: "On a scale of 0 to 10, how likely would you be to recommend this company to a friend or colleague as a place to work?"
- Products and Services: “On a scale of 0 to 10, how likely would you be to recommend the products and services of this company to a friend or colleague?"
The eNPS is an important tool in the arena of employee engagement and employee experience since it is simple to use and yields a single number that can easily show trends over time. In addition, eNPS tends to yield higher response rates than more complicated surveys. eNPS has also been shown to serve as a leading indicator for customer NPS and can be used as a guide to solving for employee issues until the impact of a disengaged employee is felt by the customers.