How to take eNPS and Employee Engagement to The Next Level

While eNPS surveys have many benefits, it is important to remember that they still have their limitations. 

 

Yes, eNPS is easy to implement and measure, but you may have already figured out it doesn’t give you any direction on how employees are feeling or how to fix low employee satisfaction. It only tells you how much work needs to be done and how urgently.

 

The main thing to remember about eNPS is that it is just the starting point towards employee satisfaction, not the end.

 

As with NPS, it takes a deeper analysis to find out the root cause of employee dissatisfaction. Even if you are getting a high eNPS score, there is always more work to be done.

 

For your eNPS score to be truly meaningful as a metric, the overall score you receive should lead you to further exploration.

 

Why Passives Are Important

 

Remember in our previous article on calculating eNPS, where we told you to forget about passives and leave them out of your eNPS formula?

 

Well, passives are a good example of variables being left out of formulas like eNPS, but still playing a significant role in improving employee satisfaction. 

 

Passives are employees with complex opinions and experiences, who don’t just give a 7 or 8 when they lack strong feelings about your workplace. 

 

There are many reasons why they could have given you that score. They may have feared they would be identified, they may feel conservative about giving a high score or they may simply not be engaged or exited enough about the workplace. 

 

The key is to understand that passives can be a rich source of follow up data, as they land in the middle of promoters and detracts, and can provide insight on things they like about the organization and what they don’t like from follow up engagement surveys. 

 

If you were to compare the two, eNPS surveys tell you who your fans are, and employee engagement surveys tells you who your players are. 

 

Why You Should Prioritize Engagement

 

Engagement can seem like a generic term, but an engaged employee has better behaviours and mindsets that lead to better commitment to the company and their work. This leads to better productivity, better ideas, better quality of work and support from their peers. In short, they care more about the company.

 

An Engaged Employee…

 

• Feels their contributions matter and develop a sense of accomplishment
• Values the contribution and support of peers
• Takes initiatives on tasks
• Feels they have opportunities to grow
• Feels better connected to the company mission and purpose

 

By getting feedback and good data on employee engagement throughout the company, you can take better steps towards improving engagement by targeting areas that matter most to your employees.

 

Benefits of Engagement Surveys for Companies

 

Measure Impact

 

Building standard regular intervals for eNPS and engagement surveys over a period of time will give you a benchmark against other companies and yourself.

 

Overtime, this will provide meaningful context to the company as you improve employee satisfaction each interval. 

 

Gain Valuable Data

 

The best way to get data insight into employees’ issues is to ask a question. But what they don’t say also gives value data. 

 

For example, Facebook found that employees who did not fill out their annual surveys were 2.6 times more likely to leave in the next six months.

 

Reduce Churn

 

In a research survey done by Gallup, they found that organizations whose employees engagement scores were in the bottom quarter, had 30 – 50% higher employee turnover.

 

They also found that compared to those who were disengaged, employees who felt engaged were 87% less likely to leave.

 

Improve Productivity and Revenue

 

A study done by The Harvard Business Review found that engaged employees have 31% higher productivity and 37% higher revenue.

 

Overall, companies with highly engaged employees outperformed their peers by 147% in revenue per share.

 

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Using Engagement Surveys After eNPS

 

As we explained earlier about eNPS surveys, they should be kept separate from engagement surveys because the conciseness and simplicity of eNPS is what makes it so effective.

 

At the same time, there are some deeper insights that only engagement surveys can reveal, which is why it is ideal to use both.

 

Follow up engagement surveys can include various topics ranging from…

 

• Organization
• Culture
• Leadership
• Managers
• Onboarding
• Employee Satisfaction

 

Even if you are sending out your eNPS pulse checks and engagement surveys separately, you can still base your engagement survey focus on the results you got from your most recent eNPS.

 

For example, if a specific department, like marketing, was unsatisfied, you may want to send them a department specific survey asking questions related to satisfaction. 

 

Or let’s say you got a high eNPS, but you had many passives and almost no promoters or detractors. This would be a good opportunity to send out an engagement survey to find out what is missing that could push the company into being a top place to work.

 

To accomplish this, you can use an employee engagement survey tool, very much like the eNPS survey tool that automates survey cycles, but provides in-depth quantitative and qualitative feedback.

 

Engagement Survey Templates

 

There are two main types of follow-up employee engagement surveys to run after an eNPS survey. You can use these surveys to assess employee sentiments as a whole company or more specific to department and location. 

 

Pulse Check

 

Length: Between 5 – 10 questions

 

Frequency: Monthly, Bi-weekly, or weekly

 

When you should Use It: When you are looking to get a quick reading on employee satisfaction and better understand the link between changes in the workplace and employee sentiments.

 

Standard Engagement

 

Length: Between 20 – 30 questions

 

Frequency: Annual, semi-annual, or quarterly, depending on the length and goals

 

When you should Use It: When you are looking to do a deep dive into key company areas and want to understand where employees are at across the organization or within specific departments or teams.

 

Employee Engagement Survey Questions

 

Asking the right questions in an employee engagement survey is crucial to getting the proper insights. Your follow up surveys should touch on important components of engagement like employee satisfaction, culture, and leadership.

 

To put together an employee engagement survey that fits your organization’s needs, you’ll need to incorporate questions in each of these areas below and understand when to implement them.

 

• Organization
• Culture
• Leadership
• Managers
• Employee Engagement
• Employee Satisfaction
• Job Roles
• Career Growth
• Salary and Benefits
• Work-life Balance
• Onboarding
•  Remote Work

 

There are some basic best practices every organization should follow when creating employee engagement survey questions, such as keeping questions simple, anonymous and having a mix of questions. 

 

Luckily, we have already created this employee engagement question template for you to use as a starting point.

 

Analyzing Employee Engagement Surveys

 

Once you’ve gathered your employee engagement results in a survey, you will need to analyze them in preparation to address the feedback. Remember that these survey results may reveal some uncomfortable truths, so be prepared to acknowledge them.

 

Survey Trends

 

Heat Maps

 

Survey Comments

 

Once you have analyzed your results, you need to respond to the feedback to demonstrate that you are listening. For example, if staff report they don’t see any career growth at your organization, leadership could promote career development and training opportunities. This would help staff grow and improve your company’s chances of reducing employee churn.

 

It’s always important to share survey results with your company and staff, bearing in mind that you will want to preserve anonymity. Whether you present the results in a company town hall to invite feedback or sharing it as a report, completing the feedback loop reinforce that you care about honest results and measuring progress within the company. 

 

Taking eNPS Surveys to The Next Level

If you are interested in learning more about eNPS, engagement surveys and how it all works, create a free user account and get started.