The Ultimate Question 2.0 is the new platform book behind the whole Net Promoter philosophy. Fred thinks that about 35% of companies today globally are measuring NPS, but less than 5% of companies are using the whole Net Promoter System approach. So there is still a long way to go. Core to Net Promoter is closing the loop at the front line. This is working well on the customer side, but not as well on the employee side. That said, there are still a lot of challenges with implementing a successful Net Promoter system.
Today, Fred wanted to chat more about Employee Net Promoter Score (ENPS)...as you cannot have happy customers if your employees are not inspired to do great work. Apple is doing a great job at energizing its employees and making it a great place to work. They survey their employees and ask the Recommend question. They share the results in the store meeting as a group and decide as a team what the top things are that they want to work on to improve the employee experience. Then later they close the loop on the improvements that were made. In addition, they always connect the customer NPS and employee NPS. JetBlue is another leader in terms of ENPS. It is one of the few airlines that is not unionized. Rackspace is focused on delivering outstanding service through passionate employees. Bain is also a great place to work and attracts great people. We shouldn’t separate employee engagement from customer engagement. What makes a great place to work is empowering employees to give a “10” experience to customers as part of a focused team.
Today, employee surveys are where customer surveys used to be...run out of HQ, dense, and run sporadically. In ENPS leaders, they focus on simple surveys and giving focused feedback to the organization so it can improve the employee experience. Employees want to be a valued member that is part of a winning team with an inspiring mission. Key questions to measure the employee experience are “How likely is it that you would recommend our company as a place to work? And “How likely is it you would recommend your team leader as a person to work for?
In summary, Net Promoter is a measure of Greatness...maybe it is a Greatness Positioning System!!