NPS: why does your employees’ happiness matter?

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Do you believe that your team's happiness matters as much as your customers' satisfaction? Then you need to know eNPS: your employee engagement thermometer! In times of disruption, companies and People and Management professionals have reorganized the way they attract and engage employees. The world is mobile: Accenture research on the Work Force shows that by 2020 each person will be connected to 4.5 devices. As consumers, we expect companies to have soul and purpose and experiences to be based on our individual needs. In addition to everything being simple, easy, intuitive, accessible anytime and anywhere. The same experiences we have had as consumers lead us to create similar expectations in relation to work. “79% of employees say that the work environment is more important than salary; 60% want a job with social impact ; 95% value culture more than salary” Ok, let's take Accenture's results into consideration as definitive. If people today think that work environment and culture are more important than work, how do I monitor whether this is being fulfilled? By monitoring employee engagement.

What is engagement? Academic literature shows that 1990 was the first time the term employee engagement was mentioned. According to the Academy of Management Journal: “psychological conditions of personal engagement and disengagement at work”. David Zinger, CEO of the Employee Engagement Network, defines engagement as “good work done with others every day.” summary eNPS within companies If you don't DM Databases measure, you don't improve Why does feedback matter? Your team’s happiness appears in your results eNPS within companies But why should companiee Engagement Benchmark Study, 2017 – TEMKIN GROUP ). Research from 2017 shows that compared to unmotivated employees: Highly engaged employees are almost five times more likely to recommend the company's products and services; They are more than four times more likely to do something that is good, even if unexpected, for the company; They are three times more likely to stay at work late if something needs to be done; It is, They are five times more likely to recommend an innovation in the company.



If you don't measure, you don't improve Results above are very positive, right? But… as is our mantra at Vaipe: “if you don’t measure, you won’t improve”. Our engagement thermometer methodology is based on eNPS – employee Net Promoter Score. eNPS is an aspect of the creation of the Net Promoter Score, which measures customer loyalty and satisfaction through a unique survey: “On a scale of 0 to 10, how much would you recommend our company to a friend?”. Through this definitive question, it is possible to identify who are the customers with a high degree of recommendation/satisfied. It is also possible to compare yourself to the market and identify what actions should be taken. This way it is possible to guarantee that detractors (score 0-6) and neutrals (7-8) become promoters. They are the ones who contribute to companies’ positive word-of-mouth. The same methodology for monitoring customer satisfaction that is used by companies such as Amil, Electrolux, Casas Bahia, Viva Real, started to be used by companies to measure internal customer satisfaction: employees.