The need to integrate the e-NPS© system

Many years ago, managers of big multinational companies realised that the experience of their clients depended to a great extent on the degree of involvement and motivation of their employees.

Purpose of e-NPS©

In order to manage the motivation and satisfaction of their employees, these companies started programs aimed at periodically and systematically evaluating the work environment and the experience of their employees in their respective jobs.

Since then, thousands of companies around the world have developed e- NPS© programs in order to combine and relate them to their clients' NPS© programs.

Employee behaviour depends to a large extent on the work environment in which they work, their internal training and their access to the necessary tools to be able to carry out their work.

The purpose of an e-NPS© program, to some extent, is about:

  • Being aware of the extent to which employees have all the appropriate tools to carry out their work.
  • Knowing their degree of involvement with the philosophy of the company.
  • Understanding the level of commitment to the entity.

By asking employees at all levels to what extent would they recommend working in the company, we can obtain an NPS© ratio that together with the justifications for their rating will enable management to know if they have everything necessary to deliver value to customers.

Internal and compatible e-NPS©

There are companies that combine e-NPS © programs with internal customer satisfaction measurement programs.

Employees are asked how satisfied they are with the services provided by other company departments, for example IT, HR, etc.

These types of measurements are very useful to know the relationships between departments and their level of cooperation.

Anonymous or nominal e-NPS©

A large majority of e-NPS© programs are anonymous, since it is considered that the employee can express their opinion with greater freedom.

Opting for anonymous or nominal e-NPS© programs depends on the company’s own work environment and the level of trust of the employee.

In companies with a high degree of ownership by their employees and with open and cooperative climates, e-NPS© programs are normally nominal since employees feel free to express their opinions. On the other hand, in highly hierarchical companies with policies of competition between employees, they are usually anonymous.

Managing change

Through Opinat software, the company can have its NPS© programs for customers linked to its relational and transactional campaigns and its e-NPS© or internal client programs, integrated in the same place, which enables the company to establish statistical relationships between all them, helping improve and deliver more value to your customers every day.

If you want more information or see a demonstration of what we are capable of doing to understand the work environment and improve the experience of your employees, do not hesitate to contact us.

More information:

Opinat & NPSense

Consulting, Training, Voice of the customer Listening, Implementation and Specialized Software in Net Promoter® System.