Articles Overview
30 October 2019
Inge Van Belle

Customer delight through employee engagement (and not the other way around)

 Most organisations are familiar with the customer-service tool ‘Net Promotor Score (NPS)’. It’s a clear indicator to examine customer loyalty and the extent to which customers would recommend their company to others. Additionally, it connects the customer feedback with the right people within the organisation. However, as employee engagement specialists, we tend to believe that the classical NPS overlooks the fact that the customer delight circle actually begins internally. Yes, with your own workforce.

eNPS: measure the engagement of your employees

Employees who are thrilled to work for you, who unhesitatingly put in the effort for your company: isn’t that a dream for most employers? That sense of engagement results in employees that are loyal to your organisation, who feel happy and eventually will endorse your organisation within their network. If you wish to measure this employee engagement, that’s when the employee Net Promotor Score (eNPS) comes in. This indicator shows a score that represents the degree to which employees would promote your organisation as a workplace and what they experience as positive or rather negative. These insights get you started to eventually create an organisation loaded with ambassadors. But why are these ambassadors crucial for your company?

An inconvenient truth

A staggering 87% of all employees are not engaged or even disengaged. Many companies are experiencing a crisis of engagement and aren’t aware of it (Gallup). However, companies with highly engaged workforces outperform their peers by 147% in earnings per share. Studies have shown that companies with engaged people run twice the revenue and four times the profit compared to companies with non engaged people. In other words, happy employees make happy customers make happy shareholders. It’s that simple.

Free employee engagement survey

In the context of this worldwide challenge, we at Herculean launched our own Employee Engagement survey. Through Artificial Intelligence (AI) we aim to discover deeper insights to improve engagement. By resetting the checkpoint, you’re heading the right path to an engaged workforce.
• Are you curious about your own engagement score?
• Do you wish to know more about your teams’ engagement, as an executive?

Fill out our engagement test to discover your personal score. It’s free and anonymous. You will also receive our whitepaper filled with tips & tricks. After completing the test, you can also create a group to measure eNPS within your team as a jumping-off point for your own journey towards more engagement.

Simon Sinek quote