Remote work and NPS eNPS Tools

eNPS tools as we shall see in this article is important for remote workers. eNPS relates to employee engagement. Before we talk about employee net promoter score (NPS), we’ll briefly mention the importance of employee engagement discussed in our last article. An engaged employee is one who is more productive and adds more value to the employer’s bottom line.

Search Remotely is specifically concerned with remote workers, employees who work from home or work remotely from anywhere. Global employers who hire remote workers tell us that productivity is important. It is vital to the ability to maintain the option to work remotely. High employee output is instrumental in the argument for expanding remote options to more workers. Productivity is also key to making remote work a permanent fixture across all industries.

But getting back to NPS or employee net promoter scores. Highly productive and committed workers who are interested in their jobs make the critical connection with the financial wellbeing of the company and how it coincides with their own.

International employers with global operations value NPS because it provides valuable information for staying connected to their employees. For supervisors who manage remote employees, workers who work remotely and/or work from home, NPS data is invaluable.

NPS is a tool that company’s use to estimate the willingness of their employees (including those working remotely) to recommend their employer’s products and services to their family and friends. An eNPS on the other hand measures whether they are likely to refer their friends and acquaintances to their employer when their friends are seeking new employment. We will discuss both.

How is a NPS Score Determined ?

NPS is determined based upon the attitudes and perceptions revealed from their reactions to the specific questions  and queries. For instance, the tool may be designed to ask:

“On a range of 0-10, how willing are you to recommend a company’s product/service to your family or others?”

What about eNPS ?

The eNPS tool works in much the same way. An eNPS tool measures employee engagement. Instead of focusing on the employer’s products and services, the eNPS tool helps employers estimate employee loyalty.

Why is this metric important you might ask? A survey as shown that loyal employee who remain committed to the company during thick and thin can save their employer up to tice their annual salary in recruitment, training,  and onboarding costs.

Gallup found that employers who are fully engaged with their workforce can significantly outperform their competitors by about 147% EPS (earnings per share).

Because of these factors, eNPS is a tool worthy of investigation. The tool may be designed to ask:

‘How likely the employees are to recommend their employer, indicating overall staff engagement and loyalty.’

The Importance of NPS and eNPS for Remote Workers and Employers

Did we say at the beginning of this article that productivity is important? Yes. Research  appearing in the November 5, 2020 Applied Psychology Journal studied the remote work characteristics that impact remote worker productivity. They were::

  • social support
  • job autonomy
  • monitoring, and
  • workload

This is a big deal for remote workers! The researchers concluded that the presence of a strong social support network was associated with lower levels of frustration related to remote work (family interruptions, isolation, poor communication systems, procrastination and loneliness.

When a remote worker believed he has been given ample autonomy by his supervisor, he felt less lonely. As one might expect, interruptions from the family and kids while working from home increased the likelihood of increased monitoring by remote employers and an increase in output (workload). Higher workloads led to lower bouts of remote worker procrastination. Finally, the discipline derived internally by the remote worker himself did much to moderate many of the challenges created by a remote work environment.

eNPS and Remote Worker Productivity

So, let’s turn again to eNPS. An eNPS tool when implemented correctly can help employers mitigate the challenges of remote work. Namely, helping remote workers build and maintain a strong social network, improve communication, and reduce remote worker loneliness.

The eNPS tool is divided into three categories:

1. Scores 0-6: Detractors

Employees who are disappointed with the company,  spread bad rumours about their employer and generally make cynical comments. This can happen when employees work from home or work from elsewhere. In fact, when working remotely, they may have more opportunities to spread negative impressions about their employer to their family and friends.

These acts of sabotage implies the employee is very unhappy with the organization and/or his supervisor. Certain things are irritating the employee. You, an employer or supervisor need to get to the root cause, recognize the issues, and solve the problem. Maybe they know about something that is happening on the ground or out in the field for which you are not aware? Finding out the source of your employee’s frustration and apathy could save the company millions.

The initial step is to observe and query as to why they are unhappy and the justification for their negative feedback. When it is clear that something is irritating them,  you want to be quick to tackle the problem.. Figure out what’s in their thoughts, tell them not to be scared, and share their thought process.

2. Scores 7-8 Passives

Employees who are content, generally do not strongly express their opinions publicly or privately. They are, by and large, content with their employer and their current situation, but not really committed to an organization. If an offer of a slightly higher salary were presented to them today, they would probably accept it at the drop of a hat. So where does that leave their employer? Remember what we said earlier? The cost of replacing a good employee averages to about double the cost in salary!

Since employees with passive eNPS scores aren’t aggressively, directly or actively antagonizing the company and/or their supervisor, not much emphasis is given to them. But one must be careful. Does this imply that an organization shouldn’t focus on them. Should the human resources department overlook  them since they show no visible signs of discontent?

No.  Even though their score isn’t considered when calculating an eNPS, don’t disregard their feedback. Reliably work to make them promoters. Your ultimate goal is to convert them to promoters.

3. Scores 9-10 Promoters

Promoters are very faithful employees who spread positive word of mouth to their family and friends about their company. They are proud to work for their employer and not ashamed to let others within their inner circle know it.

Human resources professional shouldn’t take these valued employees for granted. When scores hover in the 9 or a 10 range, this represents ae more significant part of the positive reactions.

It’s easy to imagine that the employees who have given your company high scores are blissful. It is even tempting to dismiss their loyalty and look toward the problem children. But no, as human resources professional we must find ways to ensure that they maintain their positive levels throughout ; during their tenure with the company and after that may eventually leave or retire.

To compute your eNPS score, you subtract the level of Detractors from the level of Promoters (disregarding the unbiased Passives). In this way, if 20% of your respondents are Promoters and 20% are Detractors, your eNPS score is really 0.

So,

eNPS = No. of Promoters – No. of Detractors/Total No. of Respondents x 100

Employees answer by picking a number from 0-10, with 0 being not in the least liable to recommend the company and 10 is possible. Employees are then categorized by the scores they give.

Why should you have the Employee Net Promoter Score in your management (eNPS)

Once again, particularly for remote workers and employers who hire workers who work from home, an eNPS tool can be used by human resources executives to reduce the environmental challenges associated with remote work.  Also, they are great for business. They’re more valuable, support the commitment and fulfillment of people around them, and convey a superior client experience. It’s thus vital to analyze how engaged and satisfied your employees indeed are.

This is often done using expensive, tedious (and generally hated) massive employee surveys. The eNPS, however, gives you a strong reason for getting your employees’ commitment and dedication in a simple, budget-friendly, and more practical way.

So, to benefit from eNPS, ask your promoters follow-up questions like why they like you and ask your detractors for what valid reason they don’t.

This sort of study input gives you knowledge of what is driving employee engagement, particularly when examined alongside other metrics.

Benefits of eNPS

Figuring Out Your eNPS Is Simple.

The main advantage of eNPS is how simple it is. It is a time saver. Human resources executives could not create a simpler or less tedious method for actually analyzing your employee’s satisfaction!

Supervisors don’t need to go through hours thinking about the right survey questions, and employees need to pick their scores on a 0-10 scale.

Improved Employee Trust

Human resources executive can acquire employee trust by making the right strategic moves to reduce employee complaints by working through organizational issues. It helps those in the human resources department keep a check on overall employee loyalty.

Employee Net Promoter Score is a fast method for estimating employee engagement and the strength of the organization, and the best thing about this is that it beats the traditional long surveys.

Subsequently, an eNPS score can monitor, track and assess the degrees of employee loyalty by asking just one survey question in periodic increments (monthly, quarterly or annually).

Cost-Effective

‍eNPS is a budget-friendly method for checking your employees’ satisfaction levels. Since it just takes one email to start, you can quantify eNPS with little time and an economical spending plan.

Higher Participation Rate

eNPS has higher participation rates than long multiple choice surveys or open-ended questionnaires. A remote employee, when receiving an email  that mentions it takes just five minutes to complete, they may say to themselves, “Okay, fine, I can reply!” But other or non eNPS formats, after completing the first set of questions, the remote employee is directed to another set or queries of questions, which can be irritating for the remote workers as it is depleting the time needed to maintain productivity..

With eNPS, remote workers only need to respond to one single question (“How likely are you to recommend us as a work environment for your family and friends?”), which won’t drain the energy needed to manage the demands of working from home.

Better Customer Experience (EX)

One may think that remote workers work in an island. But they don’t. Ultimately, their work, whether in distributed teams or fully autonomous, impact others. When the organization converts detractors to promoters by taking adequate measures to make employees feel satisfied and happy, this translates to improved product/service quality, increased sales and better customer service. So the happier the employee, the better will be their service which will automatically improve customer experience and satisfaction.

Just like a satisfied client is likely to suggest your organization to others – and you can likewise anticipate those unhappy clients should leave bad reviews, in the same manner, the employee involvement with your organization can likewise make or break your reputation externally.

Increase Engagement

eNPS alone won’t assist with increasing engagement. However, you will show that you’re tuning in and following up on employee feedback. It helps boost morale by showing employees that you really tend to think about their thought processes.

Also, realizing their voice is heard assists them with feeling included and regarded, mainly when they see the organization takes more time to close experience gaps.

Trick

When you complete your first eNPS, it’s not necessary to know where your employees are recommending your company. So take these reviews routinely, maybe a quarter or double a year, to build an understanding and personality of how well you are accomplishing for your employees.

About the Author (with edits by Search Remotely team to make it more relevant to the remote audience)

Shivani, Search Remotely Guest Post

Shivani is a content writer at NotifyVisitors. She writes SEO articles, blogs, and guest posts for businesses to improve website ranking on SERP. She follows a balanced approach to the quality of content and its marketing.

Facebook | Twitter | Instagram | Linkedin


Title: What is an Employee NPS, and why should you try them out?

Meta-description: eNPS is a simple and quick measure to check employee productivity and attitude towards the company. Using it with other key metrics, you can create a holistic view of an employee experience.