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Why Net Promoter Score monitoring is critical for client loyalty

Monitoring and increasing your employees’ Net Promoter Score

Did you know that companies with an eNPS of 50 or higher grew revenues two to three times faster than those with lower scores? Let us discuss how you can monitor and increase your employee’s NPS score. 


The first step is to understand what NPS is and how it’s calculated. NPS is a measure of your team members’ job satisfaction. It’s calculated by subtracting the percentage of employees who are detractors from the percentage of employees who are promoters. 


If you want to increase your company’s NPS score, there are a few things you can do.  


First, make sure you’re regularly monitoring your employees’ satisfaction levels. You can do this through weekly anonymous surveys, biannual staff reviews, and or one-on-one conversations. By far the most effective tool is the weekly anonymous surveys because it gives them an opportunity to voice their concerns anonymously and you an opportunity to address concerns without making it personal. 


Second, act on the feedback you receive. If employees are unhappy with something, make changes to improve the situation, as long as it’s in the interest of the group because granting individual privileges at the expense of the group can lead to other problems.  


Finally, show your employees that you’re committed to their satisfaction. Let them know that you care about their feedback and are constantly working to improve the company. 


Make sure your employees feel valued and appreciated. A simple thank you goes a long way! It is also critical to encourage open communication by creating an environment where employees feel comfortable speaking up. 


You may also offer opportunities for professional development and growth. Employees who feel like they are learning and growing are more likely to be engaged and satisfied. 


If you follow these tips, you will be well on your way to increasing your company’s NPS score.


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