Boosting eNPS to create loyal and satisfied business advocates

Joe Wedgwood | 9th August 2018

The genius Statisticians here at The Happiness Index HQ felt compelled to understand what factors really impact the engagement, happiness and loyalty of workers around the globe.

Why was this important to us? Well, that’s simple… so we can help businesses understand how to get the most out of their people and improve business.

Why should you focus on eNPS?

Workers who are engaged and loyal will be more productive and hardworking. This is because they will be dedicated to their roles and invested in helping the business reach its goals.

Research from The Harvard Business Review’s Analytics Services report suggests that “71% of businesses executives surveyed consider employee engagement as very important to achieving overall organisational success.” Therefore, businesses must make efforts to understand staff sentiment to boost staff engagement, happiness and productivity.

An effective way to measure this is by using Employee Net Promoter Scores (eNPS). The Net Promotor score is a universally accepted measurement system for businesses to understand customer loyalty and satisfaction. eNPS is used by businesses to help them understand staff loyalty and satisfaction. This is measured by asking a variation of one very simple question: ‘How likely are you to recommend us as a place to work?

The theory behind this is that if someone is enthusiastic enough to discuss and recommend their job and company to an acquaintance, then they are engaged and satisfied with their employer. All we needed was a load of quantitative and qualitative data to provide the backbone of our research…

Using feedback to better understand what drives eNPS

The Happiness Index has been collecting eNPS data from respondents around the globe for the past four years – we are a feedback company after all! We used this data to form the basis of our research. The total number of responses we analysed was 11,586.

We took the data and ran tests to spot trends, draw comparisons and highlight focus areas that businesses can address to ensure high eNPS and ultimately better retention rates.

Our study outlines the “Top-five factors which most impact eNPS”. It includes strategies for business leaders to improve these areas and ensure they create a team of satisfied and loyal employees who will promote their business as a great place to work.

Click the link to see the results and learn how to improve eNPS at your organisation!