The other day I received a question on whether eNPS is only a "strategic metrics" or if one can actually work actively with this in a team?
Before I reveal where I stand on the issue, I would like to rewind the tape a little bit and start with a brief description of eNPS. eNPS stands for Employee Net Promoter Score. For the past ten years this has become a more and more frequently used method to capture employee loyalty degree.
A common question is "How likely are you to recommend <company> to a friend?". Employees then responds based on a scale from "very likely" to "not at all likely". Those who recommend the workplace are called ambassadors and many of these are the company's most dedicated employees. Most studies show that these employees often contribute to the company's development and profitability.
Take the temperature more often
Usually the question is asked once or twice a year and the result lands most often in the lap of HR. By pulsing eNPS-issue (i.e. ask more regularly) and give the team access to their results, a unique and easy opportunity to increase the proportion of ambassadors of the company. This gives managers a trigger to discuss burning issues and actively work to eventually both retain and attract the right talent.
With an increased frequency of eNPS issue and ownership at the right level you can group together to fine-tune the course depending on present situation. In order to have a better foundation for discussion the question should be complemented with the opportunity to comment on its response.
Follow-up on employee engagement
The discussions in the team can then lead to identifying which behaviors you want to see more, or less, of. In the following pulsed measurement, the manager advantageously select to follow up on plans. This to signal the importance and consequences of implementing joint decisions.
So back to the answer to the question; can one actively work with eNPS in a team? Yes! You can absolutely do so! By working with pulsed measuring there will be a up-to-date foundation for the team to discuss, to act on and additionally track their desired behavioral adjustments.