29th June 2020
Your staff are your biggest and most valuable asset. At the end of the day, they set your business apart from your competitors. That’s why employee satisfaction is a key element of any business plan.
Whether it’s the level of customer service they provide, quality of work being delivered or the timescale and accuracy of deadlines being met, the work your staff put in will determine whether or not your business is a success.
For this reason alone (although there are many others), it’s really important to not only make sure your staff feel valued but that they know they are listened to and are respected.
This got us to thinking – how can we help our customers to achieve optimum employee satisfaction?
Staff Squared and Employee Satisfaction
Towards the end of last year, we introduced a new Pulse feature to Staff Squared, which uses a combination of the eNPS method and feedback analysis to measure how likely your staff would be to recommend your company as a good place to work, helping you to put efforts in place to improve on or maintain internal processes, procedures and your overall company culture.
When we released this feature, we were eager to see how useful it is to our customers – and it did not disappoint. With many companies taking advantage of the new addition, we knew that there was room to grow Pulse and offer even more great functionality and reporting mechanisms to help get a real handle on how your employees feel about working for you.
Pulse was a great start to introducing our customers to the benefits of an NPS system but was initially released as an MVP. We had so many other exciting ideas for the feature that it seemed silly to try and cram them all into one small area of Staff Squared. So we went back to the drawing board to work out the best way of providing all the new functionality we had in mind without compromising the system you already know and love.
Introducing Staff Squared Pulse
There were no two ways about it – in order to offer the absolute best that Pulse has to offer, it had to become its own platform. And so, we set to work to build Staff Squared Pulse.
With the option to create more dynamic surveys, Staff Squared Pulse is the ultimate eNPS platform.
From powerful reporting and response comparisons to configurable questions and targeted demographics, Staff Squared Pulse offers a whole range of functionality that is sure to help you understand what your employees think of your business and, ultimately, bring you closer to your team.
Understanding how your staff feel about work in general is a great start, but when you begin to achieve more specific feedback, there’s suddenly a wealth of new possibilities to improve your employees’ experience – not to mention the overall wellbeing and success of your company as a whole – at your fingertips. Create a FREE trial of Staff Squared Pulse today to gain a holistic view and understand your employees’ experience in real-time.
If you are interested in finding out more about upgrading to Staff Squared Pulse, please do not hesitate to contact our Customer Care Team to book a demo and get a quote.
NB: Staff Squared Pulse has been released in Beta, and due to its early release, a separate account will need to be created. We will merge your Staff Squared HR and Staff Squared Pulse accounts in due course, so please be sure to use the same email address for both accounts.
What is eNPS?
Employee Net Promoter Score (or eNPS, for short) is an alternative to more traditional forms of employee satisfaction research.
In basic terms, NPS is a management tool used by companies to measure the loyalty and engagement of their staff members.
How it Works
eNPS is determined by the responses given by employees to one simple question, scored on a zero-to-ten scale.
Employees who respond to the survey with a score of 9 or 10 are Promoters. These people are considered to be most likely to work harder, stick around longer and make positive referrals to friends or colleagues.
Respondents who give a score of 0 to 6 are Detractors. They are considered less likely to exhibit these positive, value-creating behaviours.
Anyone who responds to the survey with a score of 7 or 8 is considered to be a Neutral and their expected behaviour falls somewhere between that of a Detractor and a Promoter.
What is a Good NPS Score?
An eNPS can range from anything between -100 (this score is representative of every respondent being a Detractor) and +100 (this score is representative of every respondent being a Promoter).
eNPS scores may vary; however, the general consensus is the same – a positive NPS® (one that is higher than zero) is considered to be good. If the score is +50, it’s deemed to be excellent, and any score exceeding +70 is considered to be an exceptional score.
Check out our guide on how your eNPS is calculated.
What are the Benefits?
eNPS is both a specific metric and a practical method of obtaining employee satisfaction data for a number of reasons:
- You can’t get more simplicity than that of eNPS.
- It’s effortless to use!
- It can be anonymised.
- It allows companies to learn and grow.
- It’s adaptable and can be used for many purposes.
Monitoring Employee Engagement and Satisfaction
Business leaders, of course, want to do anything they can to ensure they are harnessing the loyalty and enthusiasm needed to really promote their brand; but this can’t be achieved without first understanding how employees currently feel about their employer. Once this has been established, employers can then set to work to improve (or maintain) the level of loyalty staff currently have.
Most companies conduct obligatory 6-12 month staff reviews where they might sit down in a formal setting with their staff to ask a list of questions and give them the opportunity to voice any concerns they may have. However, this simply doesn’t cut it.
Even the most confident and upfront of employees can feel uncomfortable in giving a 100% honest review of how they are feeling about their employer – especially if the opinion isn’t all positive.
Therefore, providing a platform where staff are able to give their feedback in an entirely anonymous way will generate a more accurate representation of how they really feel.
eNPS® is designed to support ongoing information, coaching, action and continuous improvement and, therefore, will need to be conducted as an ongoing process.
The frequency of these surveys can differ between companies, with some employers asking staff to respond at regular intervals, where others might prefer to promote a steadier stream of input from staff by sending the survey out a couple of months after a new starter joins the company and then on every work anniversary that follows. Some may even opt to send random surveys to staff at different times and calculate the final score at the end of the year.
eNPS Systems support business to:
- Make the person-focused area of business as transparent as possible.
- Learn, experiment with processes and grow.
- Discover which departments could become potential liabilities and which offer promising best practices.
- Understand which team leaders are doing the best job and which ones need more support and coaching.
- Understand which elements of employee sentiment and engagement most affect customer loyalty so they can identify ways to improve both.
Interested in seeing how eNPS can help you engage with your employees more effectively? Create your first survey today to get started.
Clarisse works as the Lead of our Customer Care Team to provide our customers with the very best care and guidance when using their HR software and is responsible for our day-to-day marketing activities and strategies.