Not a Member? Get access to HR news and resources that you can trust.
The raw emotions of a polarized electorate are taking a toll on employee relations. How can HR promote peace?
Is your employee handbook ready for the New Year? With SHRM’s Employee Handbook Builder get peace of mind that your handbook is up-to-date.
Get the HR education you need without travel expenses or time out of the office.
Elevate Your Talent Strategy. Join us in Chicago, IL – April 24-26, 2017.
The primary difference between traditional employee engagement surveys and Employee Net Promoter System surveys is that the latter are shorter, simpler and more focused on eliciting comments. “A long questionnaire doesn’t always get to the core of the issue that is bugging employees,” says Catherine Nelson, consultant, loyalty and leadership practices, for FranklinCovey Co., a performance improvement company headquartered in Salt Lake City.
“The best way to get people to tell you what matters to them is to ask them the reason for their score,” she says. “You usually get to the most important issue, the biggest driver impacting loyalty, just by asking that simple question. Long surveys of 40, 50, 80 or more questions result in survey fatigue or the halo effect, where all of the scores are high.”
Carolina Biological Supply includes a handful of demographic questions in its employee Net Promoter surveys, such as “Which vice president do you work for?” and “Which category best describes your job?” These questions are asked to allow segmentation of responses when looking for patterns and trends isolated to certain areas and categories of employees, explains Katina Richmond, PHR, vice president of HR and organizational development for the Burlington, N.C.-based math and science education supply company.
But “The main survey question is ‘How likely is it that you would recommend Carolina as a place to work?’ ” Richmond says. The survey is administered annually in early May.
Rob Markey, co-author with Fred Reichheld of
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, says simplicity is key to the survey’s effectiveness. “If I ask you, ‘How likely are you to recommend XYZ Company as a place to work?,’ it’s hard to argue with your feedback,” Markey says. “But if, instead, I ask about the quality of support, the deadlines, the work, the environment and such, the more detailed and less compelling the analysis will be.”
The author, a former HR generalist and trainer, is a freelance writer in Wixom, Mich.
You have successfully saved this page as a bookmark.
Please confirm that you want to proceed with deleting bookmark.
You have successfully removed bookmark.
Please log in as a SHRM member before saving bookmarks.
Your session has expired. Please log in again before saving bookmarks.
Please purchase a SHRM membership before saving bookmarks.
An error has occurred
Recommended for you
Become a SHRM Member
SHRM’s HR Vendor Directory contains over 3,200 companies