Originally devised to analyze the individual needs of a company’s most-profitable customers, Net Promoter® Score (NPS®) is equally powerful in understanding the work-life requirements of a company’s employees. As opposed to standard “satisfaction inquiries,” NPS reveals people’s willingness to stake their personal reputation on the product, service or organization in question.
Here’s how NPS works: Participants rate the “would recommend” question on a zero-to- 10 scale. Those who give a nine or 10 are “promoters”-people who are true advocates of the organization and drive positive outcomes, such as customers who create additional revenue or talent that helps to deliver great results for the organization. Those who rate a company from zero to six are “detractors”-they are liabilities who eviscerate growth and retention. Subtracting the percentage of detractors (liabilities) from the percentage of promoters (assets) yields the Net Promoter Score. In essence, the higher the NPS score, the better the outcomes for companies; the lower, the more corrective actions are needed. Focused on a company’s pressured high performers, NPS tracking can not only help identify potential burnouts among the most valuable workers before they depart, but it can also help determine the best human resources strategies to keep them.
Authors: Julie Coffman, Russ Hagey
Source: Bain & Company
Subjects: Human Resources, Management, Organizational Behavior
- Energetic, Enthusiastic and Creative
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