How can you improve your eNPS results?

Introduction

Organisations have learned that when employees feel fulfilled, accomplished, and happy at work, they naturally become promoters of the company to external clients, which has a positive impact on business growth and profitability.

To measure an employee's level of satisfaction with their company, a scoring system called eNPS (employee Net Promoter Score) was created. This system consists of rating from 1 to 10 whether your employees would recommend your company as a place to work: 1 corresponds to “Would not recommend” and 10 to “Would recommend”.

Three categories of employees have been established based on their level of engagement and satisfaction:

• Promoters (score 9-10): These employees are 100% committed to the organisation and are willing to speak positively about it to potential future employees.
• Neutrals or passives (7-8): These employees are satisfied but do not actively recommend the organisation.
• Detractors (1-6): These employees do not recommend the company, are dissatisfied, and may eventually speak negatively about it.

To obtain the eNPS score, the percentage of detractors is subtracted from the percentage of promoters. The result shows the company its starting point for improvement.

What strategies can you implement as an HR director to improve your team's eNPS results?

Ensure privacy

The first thing HR leaders expect from the eNPS indicator is objectivity, and this is achieved when employees can vote without pressure.

Anonymity allows employees to give their opinion freely, without fear of retaliation or the expectation of receiving a benefit in return.

In these terms, outsourcing the survey is the most convenient option to ensure the confidentiality of the information provided.

Feedback

To make the most of eNPS, it is advisable to add a second question to the survey, for example: what motivated your answer?

If the score is below 6, you could ask: what could the company do to improve your score?

For those who responded with a 9 or 10, you can ask: why are you satisfied?

These kinds of questions make it possible to understand the reasons behind each score, identify a company's strengths and weaknesses, and make better use of feedback.

Implement and communicate changes

One of the key ways to improve the workplace climate is to value employees' opinions, so they feel heard and see that changes are genuinely being implemented.

For this reason, HR management should also maintain strong communication with employees, announcing that their recommendations have been taken into account and, later, ensuring those changes actually become reality.

Continuous evaluation

What concrete strategies could increase your team's satisfaction level? The starting point is employees' own feedback.

Companies often turn to conventional measures such as flexibility, remote work, growth opportunities, training programmes, discounts, loan options, holidays, and quality healthcare, among others.

Once again, continuous feedback should be emphasised, so the company does not act blindly by ignoring employee requests and instead focuses on implementing the improvements they have suggested.

English: an opportunity to improve your company's eNPS

As described at the beginning, employees with the highest satisfaction levels (promoters) are the ones who speak well of the company and recommend it both to potential employees and external clients.

In the case of languages, the opportunity to train in English is a benefit that drives loyalty.

Employees feel satisfied knowing their company cares not only about their personal wellbeing, but also about their development level (in this case, in English).

At ABA English, we created ABA Corporate, an online, flexible, and effective English course that allows your employees to study high-quality English from any device (mobile, tablet, laptop, or desktop computer), at any time of day, for as long as they want.

Thanks to the Free Level Test, both employees and HR leaders can identify their starting level and set language-learning goals.

The learning experience is rewarding because the course offers varied and engaging content, enriched with multimedia resources that motivate students to achieve immediate results.

Likewise, HR can monitor the learning process through the Extranet platform, where each student's progress can be tracked in real time with automatic periodic reports.

This allows talent management leaders to understand, in an objective and direct way, ABA Corporate's impact on eNPS.

At ABA Corporate, we help you configure a solution tailored to your specific needs, with an English course that adapts to your employees' lifestyle.

Sign up for our course and try it free of charge for 7 days. The ABA Corporate experience can be the tool that takes your eNPS to the next level.