In the American West, cattle ranches have long been identified by their livestock brands, the symbols seared into the hides of their animals. Ranch brands were primarily created to help identify lost or stolen animals, but over time they took on a larger meaning for the cowboys employed by the ranch. The phrase “ride for the brand” became a call for all employed by the ranch to work for something larger than themselves, to positively represent their employer in all that they do.
Feeling a deeper sense of connection and purpose with your work is not only important in ranching. It is critical to any organization seeking to foster employee engagement. The Employee Net Promoter score, or eNPS, is one technique organizations use to understand monitor, and improve this sense of purpose. This simple metric is based on a single survey item, “I would recommend this organization as a great place to work.” To calculate eNPS, a score between -100 and 100 is derived which can indicate to leaders how favorably employees feel about their overall employee experience, based on employee responses. In other words, do they ride for the brand?
The eNPS is a helpful lag indicator of the high-level health of the employee experience. But how does an organization strengthen their eNPS? Based on our (DecisionWise) experience surveying and consulting thousands of organizations, two consistent strategies emerge: give employees a voice and give employees a future.
Give Employees a Voice
At DecisionWise we define Employee Voice as the extent to which employees believe their thoughts and opinions are heard and reasonably considered in organizational decisions. Voice is a key component, along with growth, belonging, and organizational commitment, of the DecisionWise framework for measuring Diversity, Equity, and Inclusion (DEI). Employee voice is a core component of an employee’s overall experience. How does voice impact eNPS results?
When we run statistics on our pool of employee survey results, a database of over fifty million responses, we see which items are most positively correlated to healthy eNPS results. One of the strongest correlations is the item, “This organization cares about employees.” Employees reciprocate the level of care shown for them by the organization. Further correlations tell us that employees feel cared for when they feel they are heard. Some of the employee voice items we include in organization surveys include:
- This organization values employee input, feedback, and suggestions.
- I feel that I can speak up without fear of retribution or negative consequences.
- Senior Leaders know what is going on in the organization.
- My opinions are sought on issues that affect me and my job.
Employees are constantly looking for evidence that they are heard and valued by their employer. Small moments matter. A one-on-one with a manager where an employee can share concerns, questions, and ideas, or a communication from a senior leader that reflects an understanding of the realities of their role can have a tremendous impact on an employee’s experience. These moments influence perceptions around employee voice and organizational care and ultimately the eNPS results.
Give Employees a Future
One of the best things leaders of an organization can do to spark engagement is to build a strong sense of optimism about the future of the enterprise. Another primary correlate of a strong eNPS is the survey item, “I am confident that this organization has a successful future.” This survey item also frequently shows up as a statistical driver of employee engagement. When employees feel like they are part of a winning team or organization, they naturally want to align themselves with that success. Interestingly, when this happens, engagement goes up and the company’s success is magnified. It becomes a virtuous cycle of engagement building success, and success building engagement.
There is another component necessary to paint a compelling future for employees – the role of the employee in that future. It is not enough for the entity to win. Employees must win with the organization. A compelling future must also hold a role for the employee. A leader or manager must be able to communicate, “We’re doing big things as a company, and you have an important role to play in these efforts and future success.” Growth and development conversations must be tied to the future success of the organization. When this happens, an employee’s sense of meaning, impact, and connection increases and they become more likely to engage. This has a tremendous impact on your eNPS.
The Employee Net Promoter Score is an important measure to track. It is tied to the experience of real human beings. Giving employees a voice and a share in a bright future improves their experience and will, in turn, inspire them to do more to build and promote the organization’s objectives. In other words, they will ride for the brand.