TSI Blog

Employee net promotor score – Are you missing a trick?

January 14th, 2019 by Jaime Johnson | No Responses

The employee Net Promoter Score (eNPS) is a concept that builds off the NPS system (a concept pioneered and trademarked by Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld). The NPS was designed as a way to measure customer loyalty by organising customers into promoters, passives, and detractors with just one question “How likely are you to recommend this company to a friend or relative?”. The NPS has been successfully implemented in many organizations and is used by over 60% of the Fortune 1000.

The logic behind this innovative approach to surveying is twofold – encouraged responses as less onus on the respondent and the analysis focuses on those that feel strongly about the topic – by concentrating solely on those most enthusiastic.

The short-focused nature of the survey makes it very easy to administer, score, and track over time. It also won’t take very long to complete, compared with traditional employee surveys.

Focusing on one (overarching) metric and its changes over … read more »

What colour would your organisation be?

January 31st, 2013 by Jaime Johnson | 1 Response

When working with one of our clients we developed a colourful way of representing the proportion of promoters within their organisation and this got me to thinking, could you guess the proportion of those who would strongly recommend your organisation to others? Hence, what colour would your organisation be?

I would like to think that our organisation would be mostly green – full of happy engaged employees recommending our organisation to everyone they came into contact with.

I am sure you agree; everyone would like to think that employees within their organisation would recommend it as a good place to work. Employee promoters encourage strong growth in business performance because they provide a better customer experience. Those who approach the job with energy, enhance productivity, and come up with innovative and creative ideas for improvements to processes, products and services.

As a business leader, you have good reason to want to earn the enthusiastic loyalty of your staff. But research has shown that, … read more »

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