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eNPS



enps

Employee NPS (eNPS). How do you use NPS in relation to your employees?

Stig Jørgensen visited us at our conference in November. He talked about what it means to work with employee loyalty. Together with Copenhagen Business School he has concluded the following:

  • 2% increased employee loyalty =
  • 2,5% increased customer loyalty =
  • 6,5% increased revenue

However, I cannot promise you that this will be exactly the case for your company, as numbers will vary from company to company. One thing is certain, though: it is a significant result, and if you focus on employee loyalty and increase this, you will increase your earnings over time.

Jimmy Bastian Riberholdt will later explain how he uses eNPS at Risskov Travels, but I’ll try to explain how we deal with it in practice here.

In principle, it’s exactly the same as with customers. It’s amazing that we’ve found a method that works for both customers and employees. All employees receive an email saying that they want to create the best possible workplace for their employees. Further down in the email it says that the survey is 100% anonymous. This is something Relationwise guarantees from a technical point of view. When the employees click on the link in the email, the question below pops up:

How likely are you to recommend Risskov Travel Partners to other, as a workplace?  

It’s just as simple as with the customer survey. This means that our employees also love it and we get a lot of useful comments. This also means that you can view both your NPS from your customers via the menu on your dashboard and also swap it so you view your eNPS from your employees. We’ve put NPS and eNPS on the same dashboard in order to make it as simple and as accessible as possible.

 

Frequency

The frequency is slightly different than we see with customers. For customers it will typically be a touchpoint: for example, each time we have delivered something to the customer. When it comes to employees, we recommend asking them 4 times a year if you have not previously done so or if you had only done it once a year. This is what we do at Risskov Travel Partners. We send them to our employees every 3 months.

There is, however, a tendency for companies to ask their employees more frequently. It is, after all, only one single question and one box for comments – also known as a sphygmograph. I know of companies who ask their employees every other week. It might sound like science fiction to many companies, but the idea behind this is that if one employee is unhappy, then why wait months before asking them how satisfied they are?

If you’re not willing to ask your employees every other week, then I would definitely recommend asking them every three months. You can always adjust it later to what you feel would suit the company the best.