The NPS satisfaction index has been a commonly used method for businesses over the past decade. But in fact, most businesses today are only using NPS to measure customer satisfaction. However, with more than 10 years of experience in the field of customer experience, SOI.Pro believed that customer satisfaction stems from employee satisfaction with the business.
Great employee experience is the key to a great customer experience
Most existing businesses operate in a business-centric model, focusing on aspects such as providing customer service, building a strong sales team, offering competitive pricing, or developing innovative marketing strategies. However, in a social context that requires higher human connection, the success of a business lies in the happiness of the employees who run it. Dissatisfied employees can negatively impact the overall productivity, revenue, and efficiency of the business, which, in turn, has a knock-on effect on customers. So, if your business is customer-centric, invest in your employees first.
Creating the perfect experience becomes a pipe dream if employees are not dedicated, unhappy, lack innovation, or think that the goal of the job is to exploit customers, not serve them. Today’s businesses must engage and inspire employees to achieve the ultimate goal of satisfying the needs of their customers.
Therefore, promoting a positive employee experience is paramount for a business. Businesses with high employee NPS tend to yield high customer NPS.
Leverage employee feedback
A clear system for employees to provide feedback on their experience within the company is essential, not only to ensure that they feel they have a voice, but also to leverage their unique knowledge of the business and drive innovation. Therefore, businesses should have surveys on employee emotions by month or quarter.
Feedback from employees will show leaders the performance of teams from their own point of view and on which senior leaders can make judgments about which individuals should be promoted or rewarded. This way, businesses can ensure the qualities that drive positive employee experiences are being highlighted and promoted by team leaders.
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For more detailed information on how to measure NPS most effectively for employees and businesses, please contact:
Hotline: 0962 08 00 55
Email: info@soi.pro.vn
