Hello, it’s a magical day in Disney, how may I help you?
When you call Disney for a vacation question, issue, or complaint, you may be asked to stay on the line and complete a one-question survey. The question… Would you hire the Disney employee who just helped you if you were looking to hire someone?
That question happens to be an example of a Net Promoter Score, or NPS, that seeks to measure customer satisfaction. It’s no too surprising that Disney has the magic touch when it comes to making customers happy. HAPPY is just what they do, after all! (They don’t call it the Happiest Place on Earth for nothing!)
So, what if I told you there was a simple question you could be asking that could bring that kind of magic to your recruitment efforts? (No Bibbidi Bobbidi Boo required.)
One little question that offers magical insight
The NPS concept has been so effective for customer satisfaction and so easy to use, that it was tweaked to become an internal measurement for staff engagement, called the Employee Net Promoter Score, or eNPS.
eNPS is also a single question survey that provides big-time data. For an eNPS, employees are asked how likely they are to recommend your company as a place to work. Employees give their answer on a scale of 1 to 10, and based on their answer they are categorized as “Promoters”, “Neutrals” or “Distractors”.
- Promoters – An employee who scores either a 9 or a 10. These team members are happy in your organization. Don’t take that for granted, though! They have valuable input into what your organization’s strengths and areas to improve are. Their feedback is critical to help you attract and retain more talent.
- Neutrals – An employee who scores either a 7 or 8. It is often assumed that these individuals are neither going to promote or talk negatively about your organization. Fair warning, don’t assume anything when it comes to this group and don’t let them stay “meh” about your company. Ignoring them could work against you, but working with them to alleviate their concerns can turn them into promoters.
- Distractors – An employee who scores anywhere from 0 to 6. These folks are not a lost cause—no employee is! Listen to their concerns, show them that you genuinely care, and act upon their grievances, and POOF, you can turn them into promoters like a frog turning into a prince!
To find your organization’s eNPS you have to do a little math, but not to worry, it’s pretty simple. First, calculate the percentage of distractors and promoters. Then, subtract the percentage of distractors from the percentage of promoters. A score of 50 and above is excellent, 10-30 is good, and at 10 or lower you’ve got some problems that need addressing (help, oh fairy godmother?!)!
The data generated from this simple question helps you understand how likely your employees are to recommend your organization as a good place to work. And from that knowledge base, you have the power to troubleshoot your recruitment woes.
We used a simple eNPS survey question plus Drive’s 4-Step Process to help our clients at Rowntree Gardens in California increase their employee referrals by 53% (and decrease their turnover by 50%). Oh, and I should mention they compete directly with Disneyland in California for staff! And you think you have recruitment issues?!
Sorry, Tinkerbell, this stuff isn’t magic… it’s simply being strategic and intentional with culture. “Our dreams can come true, if we have the courage to pursue them.” ~Walt Disney.
Drive can help your recruitment dreams come true, drop us a line to find out how!
