Top companies like Google, Facebook, and Disneyland boast the highest employee satisfaction scores on the market. It's no coincidence their business numbers are also unrivalled. To provide your employees with the best possible experience, you have to assess their level of satisfaction. What you don't measure can't be managed or controlled. Let's take a closer look at how to measure your employees' satisfaction.
Take a page from how customer satisfaction is measured and use a survey. Surveys let you gather feedback that will help you improve the employee experience and working environment as well as the productivity of your teams.
This feedback serves as an effective management tool because it lets you understand what your teams expect, adapt your action plans to match their expectations, and ultimately reduce turnover.
You can request feedback by email, through your intranet, or over your internal platform. You can also let employees submit spontaneous feedback through an internal platform.
Contrary to customer satisfaction surveys, employee feedback isn't collected regularly, nor is it requested immediately after a specific event. Instead, employee surveys are sent out every six months or every year. Measuring satisfaction at the same point in each time period (e.g. in January and June of each year) lets you track how satisfaction has changed by comparing results from each survey period.
The survey can also be conducted immediately after an event such as a training session, recruitment campaign, or structural changes.
Customer feedback platforms can be used to handle employee feedback as well. Using the same platform lets you monitor the relationship between employee satisfaction and customer satisfaction.
Volkswagen Group Australia has adopted this very approach. The company is focusing much of its energy on creating better experiences for both its customers and employees. Jason Bradshaw, the group's Customer Experience Director, reports that testimonials from customers and employees often match up.
The feedback management platform lets companies measure overall brand satisfaction as well as the level of satisfaction in each store and department.
Employee NPS score
The most popular and essential indicator for measuring the customer experience is also used to assess employee satisfaction, namely eNPS, or employee NPS score. The belief is that ambassador employees create experiences that will in turn transform customers into ambassadors as well. This principle is illustrated by a virtuous cycle dubbed the "Promoter Flywheel."
eNPS is calculated in the same way as the customer version. Respondents answer the NPS question, i.e. "Would you recommend to your family and friends that they work for the brand X?" based on a scale of 0 to 10. Employees are divided into three categories: promoters (score of 9 or 10), neutral employees (note of 7 or 8), and detractors (note of 0 to 6).
eNPS = the % of promoter employees - % of detractor employees.
Employee satisfaction index (ESI):
Another indicator used to measure the link between employee satisfaction and the customer experience is called the employee satisfaction index. Like the NPS score, the ESI lets you compare scores from different times and set benchmarks based on your competitors. Unlike the NPS score, which is based on a single question, the ESI is calculated using three questions:
- How satisfied are you with your current workplace?
- How well does your current workplace meet your expectations?
- How close is your current workplace to the ideal one?
The questions are answered on a scale of 1 to 10. The score is calculated as follows: ESI = (question mean value/3) x 100. The results vary from 0 to 100 where a higher score indicates a more satisfied employee.
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Now you know how to measure employee satisfaction in your company. You should also note that to successfully assess and promote satisfaction among your workers, it's important to inform your teams and get them involved in the campaign. It's also recommended to use an external service provider so your employees can be confident their responses will remain anonymous. Outside help will also give you access to sophisticated tools, objective reports, and expert assistance on listening to employees and measuring satisfaction.
International Customer Success Manager @ Critizr