With a complex hierarchical structure of the company
If a manager is responsible for a small group of employees, say five people, he or she can talk to each of them personally. This will allow you to better understand the mood of the team, clarify motivation and existing problems. In such a situation, the eNPS assessment may not be necessary.
As an organization grows, management becomes more complex and multi-layered. As a result, feedback from lower-level employees becomes increasingly difficult to reach the top management. In such a case, eNPS assessment allows managers to stay informed, see the full picture at all levels, identify and eliminate emerging problems.
In the presence of a closed corporate culture of the enterprise
In companies where feedback is not provided singapore business mailing list and open discussion of problems is not encouraged, employees may accumulate dissatisfaction, and management will not become aware of the crisis until a serious conflict occurs.
To prevent this from happening, you need to create an atmosphere in which employees can freely express their opinions without fear of consequences.
What is eNPS used for?
It is important for any organization to increase its attractiveness to staff and job candidates. In the context of growing competition in the job market, it is easier to find qualified specialists if the company already has many dedicated and loyal employees.
Conducting eNPS tests helps determine the percentage of loyal staff and solves a number of problems in the HR sphere, including:
Quick feedback from employees thanks to a simple scoring system and possible comments on it, which helps to understand the general attitude of the staff towards the organization.
Evaluation of new initiatives and changes within the enterprise related to working conditions and staff satisfaction levels.
Analysis of plans and strategies, as well as testing of HR activities.
Reducing the number of layoffs and increasing the attractiveness of the enterprise as an employer.
Identifying shortcomings and weaknesses in HR policy.
The eNPS method can be used in conjunction with other methods. Thus, the staff loyalty measurement scale is often included in the exit survey process.
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Pitfalls of conducting an eNPS survey
Like other metrics, eNPS has its strengths and weaknesses. Knowing the limitations of this method will help you better cope with them.
Focus on the number. Since eNPS only provides an overall score, it’s easy to lose sight of what’s behind the number and what factors influence its change. The solution to this problem is to use open-ended questions to understand the dynamics of employee engagement and learn about employees’ opinions.
Wide range of ratings for critics. Understanding the total number of ill-wishers allows you to focus on raising specialists loyal to the organization. At the same time, the range from 0 to 6 does not allow you to accurately determine the number of critics. To get a more objective idea, you need to analyze the distribution and frequency of negative ratings. If many answers are in the range from 0 to 3, then you need to understand the level of loyalty much higher than with scores from 4 to 6.
Bias in ratings. If the company also uses NPS for customers, employees may be aware of how their responses are interpreted, which can lead to biased ratings. Solution: Regularly emphasize how important employee opinions are, and how eNPS data will be used to improve the work environment.
eNPS is a single indicator . As valuable as eNPS is, it is still a single metric. It cannot capture the full complexity of the employee experience. Solution: It is recommended to use eNPS in conjunction with more detailed employee surveys. For example, they can be conducted once a year or when the need arises (for example, when implementing a program to change the internal culture). The employee experience must be studied in more detail, so a single question is not enough.