Keep your staff happy with eNPS – a CandidSky case study
Are your employees engaged?
If your company isn’t measuring eNPS then you may lose your best talent. Collecting an eNPS regularly can potentially nip the concerns of an unhappy team member in the bud…
eNPS is HR's take on the Net Promoter Score
The ‘e’ is for ’employee’ and gives companies a simple process to measure how happy their staff are. You can address anyone’s issues before they become something bigger and start to affect their happiness and their work.
If you’ve not heard of the Net Promoter Score, take a look at our previous article on the subject.
The NPS process is used by businesses to measure client satisfaction. It asks clients to provide a mark from 1-10 when asked one simple question:
How likely is it that you would recommend [insert your company] to a friend or colleague?
Asking your employees a similar question allows you to measure their engagement in their work.
Why it's important
Gallup’s State of Global Workforce report found that 85% of employees worldwide are either not engaged with their work or are actively disengaged.
Disengaged staff are less productive and are more likely to make mistakes. Plus their negative attitudes can rub-off on their colleagues. On the other hand, engaged employees are more productive and have a positive influence on their teammates. This, in turn, will improve retention rates and mean your team will produce better work for your clients. Happy staff equals happy clients!
How CandidSky does it
We’ve tailored our version of eNPS to suit our needs and measure engagement. Every quarter we send our team a short survey, with the main question asking:
On a scale of 1-10, how satisfied are you working at CandidSky?
We use the classic NPS scoring process:
1-6 (Detractors): Unhappy at the company. They’re disengaged and could be looking for roles elsewhere.
7-8 (Passives): This group is happy enough. They’re not over the moon, but they’re also not exactly disengaged. They feel there’s room for improvement.
9-10 (Promoters): These guys love their places of work and will tell their friends how great your company is.
How to calculate eNPS
To get your overall employee Net Promoter Score, you need to subtract the percentage of Detractors from the percentage of Promoters, ignoring the neutral Passives.
We also gather further insight, asking why the person gave the score they did, what we can do to get a higher score next time, and the classic Start/Stop/Keep questions.
Collecting an eNPS regularly can potentially nip the concerns of an unhappy team member in the bud. You can address anyone’s issues before they affect their happiness and their work – as well as the work of their colleagues.
Transparency is key to us
We’ve tried running anonymous surveys but have found it just makes it more difficult to address people’s issues as we don’t know who said what.
At CandidSky, we go against what some people recommend and ask for people to be open about their identity when completing the survey. Anonymity in these questionnaires may promote more openness and honesty in bigger companies, but we run CandidSky in a transparent manner and work at making that transparency part of our culture.
People at CandidSky know they can be honest with senior members of the team without fear. We’ll always listen and are open to new ideas – it’s one of the things the team praise the company for the most when they complete our surveys!
You’ve collected your scores, but that’s only the start of the process. You now need to address the points raised.
You can also go a level higher and segment the data to see which teams need the most attention and where the biggest rises and falls have occurred.
The fact we can see which team members have concerns allows us to have a face-to-face chat to dig deeper and get to the root of their issues much quicker. That ultimately allows us to solve their problems quicker. We want to support our staff, and we work to make them happier in their roles.
If you’re already aware of NPS, then bear in mind that results for eNPS are expected to be much lower than NPS. Your employees, who have an emotional investment in your company, are usually much harsher critics than clients, who are simply buying a product from your business.
Your eNPS can range anywhere from -100 (which would mean everyone wants to leave!) up to +100 (which would indicate the entire team are super happy!). It’s widely considered that a score of 0 is ok, 10 to 30 is good, and anything higher is excellent.
We’ve been conducting regular eNPS surveys for the past two years and our latest score of +50, collected in December 2019, is our best yet!
We feel this is testament to the hard work we put into ensuring our team members feel supported, listened to, and appreciated. We make a point of ensuring our team have a good work/life balance and we champion health, wellbeing, and personal development.