How to Integrate NPS Results Into Your Company Culture
Net Promoter Score provides deep insight into what customers think of your company. Here’s how to use the results to improve your workflows and overall employee satisfaction.
Brands in all industries utilize Net Promoter Score (NPS) to measure customer satisfaction with one simple question: “How likely is it that you would recommend (company) to a friend or colleague?” The customer then responds with a rating from 0 to 10.
But this KPI goes beyond measuring customer satisfaction. It can provide valuable insights into your brand, helping create a better company culture and foster positive, effective teams.
In this post, you’ll learn:
The benefits of using NPS
- One simple question is easy for a customer to answer
- Gather insight beyond their satisfaction
- Predict brand growth and long-term success
How to integrate results for better company culture
- Incorporate NPS in every team or department
- Generate more transparency
- Use the employee NPS (eNPS)
- Allow results to inform processes
We’ll begin by discussing why NPS matters in the first place.
3 benefits of NPS
NPS is effective because it provides comprehensive insight with just one question. More customers will likely answer the question since it only requires them to click one time. They don’t have to scroll through lots of pages or provide written feedback. (Although you can ask them to provide optional additional information once they’ve given their rating.)
But why is this question so effective? Instead of simply asking if a customer was satisfied, you’re asking if they would go beyond satisfaction to say that they would actually recommend the brand to a friend or colleague. This shows how enthusiastic they are about you and reveals other likelihoods, like if they would come back for a product or service again in the future.
Because word of mouth and the probability for referrals can be major predictors of company success, NPS also helps you predict whether or not your company is on the path to growth.
How to incorporate NPS thinking into your company culture
Another advantage of using NPS goes beyond understanding your customers and potential for growth. NPS results can also help align your teams, increase employee satisfaction, and improve company culture.
But the actualization of this benefit requires that NPS is part of every process and department across the organization. For example, if you set up an NPS for the customer service team, you receive feedback specific to that team, and then you can locate the specific team member who received either the positive or negative mark. Resolving issues or identifying training opportunities are both more effective.
Another way NPS can improve company culture is by opening doors for more transparency. Results can be shared company-wide and even with the public. Doing this helps your brand foster trust, both with internal teams and external audiences. You also will be more honest with one another about what needs to be worked on and steps you’re taking to address problems.
The employee NPS
Using not only the traditional customer NPS but also the eNPS (Employee Net Promoter Score) brings internal teams together. Similar to the NPS, the eNPS measures how likely it is that an employee would recommend the company to someone else as a place to work. This helps measure employee satisfaction and identify areas to focus on.
When implementing the eNPS, consider a follow-up question that asks employees why they chose a specific number. Include a place for them to provide additional information about what could improve their experience or what they believe the company is doing well. This gives you more insight into where employees are at a given time and how you can help improve.
A big benefit of the eNPS is that you can use it in conjunction with other company metrics, like longer surveys and data that HR gathers during exit interviews. You can easily compare employee satisfaction numbers against business growth, customer satisfaction data, turnover rate, and sales data, among other important KPIs. This gives you a much bigger and more holistic picture of your working environment.
Putting NPS lessons to work
Make sure you put real, concrete steps in place to address the results of both the NPS and eNPS. Tracking these scores will do no good at all unless you know how to act.
- Be open to constantly improving your internal processes
- Talk about scores in executive or management meetings
- Incorporate more ways to engage employees to improve satisfaction
This process can lead to new avenues for feedback, better work-life balance, and ongoing discussions about company values and goals that will help your business adapt and grow.
When you recognize that customer and employee satisfaction are related — and that positive company culture is driven by and informs these factors — you will see just how effective the NPS is in giving you a comprehensive perspective about the company, its teams, and your effectiveness as a brand.
To improve both customer and employee satisfaction, and to increase engagement, start your free trial with Crewhu. We help you collect feedback, implement reward systems, and incorporate better tools in your internal review processes. View our NPS Framework and Starter Kit for more insights.