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Small Business Employee Benefits and HR Blog

Measuring Employee Satisfaction and Loyalty - A Review of Tools

January 19, 2015
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Happy, loyal employees help boost your organization’s productivity and morale. And yet, one of the worst mistakes you can make is to assume that employees are happy. Instead, create an environment where employees provide regular feedback. One way to measure employee satisfaction and loyalty is through internal surveys.

To help you understand some of the employee satisfaction and loyalty measurement tools out there, I’ll discuss a few of the options popular with small and growing organizations.Internal Surveys to Measure Employee Satisfaction and Loyalty

A Simple Internal Survey

A popular option for organizations of all sizes is a simple internal survey to measure employee satisfaction. Survey Monkey is a free survey tool (with upgrade options available) that allows you to create a simple survey and track the results. Survey Monkey also provides free templates on employee satisfaction surveys, so you don’t have to start from scratch.

Tip: If you create an internal survey, identify the key measurements you want to benchmark and track over time. Limit the survey to five or 10 questions, and keep the language simple.

For example, use an internal survey to learn about:

  • Employee mood and morale  (“Do you love your job?” “Do you feel this is a positive place to work?")

  • Employee engagement and loyalty (“Do you feel like an owner?” “Do you feel you are fairly compensated for your work?”)

  • Organization and management (“Do you feel supported in your role?”)

You can also use internal surveys as an exit interview - to learn and track why employees are leaving your organization.

Employee Net Promoter Score (“eNPS”)

If you are looking to take employee satisfaction and loyalty measurement one step further, measure and track your employee “Net Promoter Score” or eNPS.

What is NPS? NPS is a measure of a customer’s likelihood to refer your product or service to a friend or colleague. NPS is considered a quick and reliable way to determine customer loyalty and predict growth.

What is Employee NPS or eNPS? Similarly, many companies use NPS to gauge employee satisfaction. The question asked is simple - “On a scale of zero to ten, how likely is it that you would recommend this company as a place to work?” As with an NPS score used with customers, employee NPS scores are categorized into: Promoters, Passives and Detractors. The employee NPS score gives you a pulse on your employee satisfaction. And, as we all know, happy employees mean happy customers.

If you are looking to get into more sophisticated employee satisfaction measurements or use an NPS measurement, there are several companies that offer these products and services.

For example, ZenDesk is a customer service software that can integrate surveys and Net Promoter Scores (NPS). Surveys available through ZenDesk can be used both for customer and employee satisfaction.

Qualtrics is another company who offers employee satisfaction surveys and analytics, including NPS. Qualtrics offers sophisticated analysis of the data and tracks results over time.

Conclusion

As you look to measure your employee satisfaction and loyalty, there are numerous tools available from a simple internal survey to more sophisticated analytics. We’ve discussed just a few of the companies and tools out there to help you do this. What other tools or companies would you add to the list? Let us know in the comments below.

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