Customer loyalty is essential to a successful business. But companies often overlook an essential tool to help them achieve customer satisfaction — employee loyalty.
Why is employee loyalty important? Well, it can affect just about every aspect of a business. Examples include productivity and retention. This also affects customer loyalty because employee experience and customer experience are strongly linked — customer loyalty is 10% when a business has more engaged employees, according to Gallup.
Cooleaf, an employee experience platform, unveiled a new feature to help customers measure and boost employee engagement, a new survey tool to measure employee net promoter score, or eNPS. With Cooleaf's pulse survey tool, customers are able to schedule and deploy eNPS surveys to measure employee loyalty and collect actionable insights.
HR leaders can access the eNPS survey tool within Cooleaf's manager dashboard. The dashboard will help HR leaders set up the survey, review the questions and select a survey timeframe. To improve survey participation score, teams can also choose to award Cooleaf Reward Points for anonymous survey completion.
Once the survey has been deployed, managers can see the results, download reports and track trends over time.
Survey respondents are sorted into promoters, detractors or passives based on their answer. Promoters answer a nine or 10 on the survey, passives answer a seven or eight, and detractors answer between a one and six. The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters. A good eNPS score is usually above 30.
As part of Cooleaf's engagement strategy, Cooleaf's Customer Success team will help identify opportunities and recommend engagement tactics during quarterly business reviews.
"Employee net promoter score is the quick and standard way to track employee loyalty and satisfaction within an organization," said Jess White, senior director of customer success. "Now we can help our customers deploy the survey on a regular basis and benchmark results over time. When you combine that data with the engagement initiatives and tactics that Cooleaf provides, eNPS becomes a very powerful tool for improving company culture."
The shortness and simplicity of the survey makes it ideal for setting goals around employee engagement, building a more positive company culture.
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