Several studies have correlated employee engagement with customer experience. When there is a higher degree of commitment in a company’s team, the likelihood that customers will be satisfied with the service provided increases.
Satisfied employees mean satisfied customers.
Companies believe that in order to grow profitably in a highly competitive environment, they need to have satisfied employees to achieve customer satisfaction.
Engaged employees are only a small part of this.
Although measurement metrics are still very important to most companies, engaged employees are only part of the picture. Engaged employees are only a part and in some cases a minor part within companies. Along these lines, according to the State of the Global Workplace report, only 13% of employees worldwide are engaged in their work. You can obtain a copy of this report at the following LINK.
But conducting surveys is not enough to improve employee engagement. Measurement is a basic action, but it is critical to maintain metrics of employee motivation and engagement in a company. On the other hand, it is imperative to develop an action plan based on this measurement. Measurement without a subsequent development strategy contributes little.
The e-NPS as the main metric for measuring employee engagement.
Let us now turn to the main metric for measuring employee engagement. There is no doubt that the NPS or Net Promoter Score indicator has become the main indicator for measuring customer experience. On the other hand, in the same way, the indicator called E-NPS (Employee NPS) is the main metric for measuring employee engagement. In the following post that we recommend you can learn what is behind this indicator, how it is formulated and calculated.