Bill Gallagher walks through eNPS surveys using a client that grew from 30 to over 180 people. Rolling monthly surveys with quarterly reporting separate promoters from detractors, helping you fix operational problems and improve retention. Two simple questions, low cost tools, and measurable results.
Are you feeling a little disconnected from your team? Are you not sure what's going on? Do you hear whispers and murmurs of things that you can't quite get your hand around and you're not sure what to do about? Well, one of our clients in the last few years went from about 30 people to over 180 in a very short period of time, like less than two years. They went through this and that created all kinds of issues and misunderstandings. And the culture quickly was beginning to feel a little bit unmanned, even with all the things that we were doing to keep purpose and values and brand promises alive in the company. Well, what they did then was begin a series of surveys, but they turned these into regular rolling surveys. Instead of a one off, one time or once a year kind of thing, it became a rolling monthly thing that gave them a quarterly check on how things were going. So they had a report every quarter and they could begin to act on it. The tool they used in this case was the Employee Net Promoter system. Net Promoter. We ask how likely are you to recommend, right, working here or buying from this company or whatever to a friend, colleague, family member? And the second question is, why do you say that? Well, they implemented this here and they found that some people really liked working there and they were able to start to profile and understand what those people liked to make sure that they protected those things and found more people like that. Then they found some other people, the detractors, the people who rated the company 1 to 6, unlikely to recommend to someone else. And they found among those people two big groups, one who had identified a real problem, a breakdown in the way the company was operating that they could address. And then the other group that probably shouldn't have been working there in the first place, that just weren't a fit for the company. And they were able to deal with those things very quickly. As a result of that, the employee engagement went up, the recruiting retention got a lot better, and the company was then able to see improvements in profits and customer satisfaction as a result of it. Win, win, win for everyone. The tool is Employee Net Promoter System. The two questions are two, how likely are you to recommend and why do you say that from those? You can separate out promoters from detractors. You can ignore the sevens and eights in the middle. We call those neutrals and deal with that. Net Promoter is a very standard, well known thing around the world and easy to find comparable data on. It's also easy. You can even implement it with free tools that are out there. It doesn't need to be a big expense or investment. So there are hundreds of tools like this available and ideas. At scalingcoach.com you'll find all those tools along with low cost options for coaching support learning around business growth. Scalingcoach. Com Go there now. Love to help you grow. No matter what the economy is doing, no matter what industry you're in or what part of the world you're from, scalingcoach.com is there for you.
