According to recent research, companies that excel at customer experience have 1,5 times more engaged employees than companies with poor customer experience. The undeniable correlation between employee experience and customer experience indicates that organizations can leverage employee engagement and satisfaction to outperform their competitors. This is one of the main reasons why many businesses, such as Airbnb and Marriott International, appoint heads of employee experience within their HR departments.
As organizations place more focus on employee well-being and advocacy, measuring and improving how employees experience their work is becoming increasingly more important. It is, however, not easy to accurately measure the experience in a way that identifies employee engagement drivers and delivers actionable insights for the development of HR initiatives with successful outcomes. With this in mind, you might want to consider a comprehensive approach which includes multiple employee experience metrics and KPIs.
The four key employee experience metrics
Here is a guide to the most useful metrics to help you track your HR efforts
- Employee Satisfaction
- Employee NPS or eNPS (Net Promoter® Score)
- Employee Pulse Surveys
- Employee Effort Score
Employee Satisfaction is one of the most popular employee experience metrics and organizations utilize employee satisfaction surveys to collect direct feedback in relation to topics such as personal development, working environment, managerial performance and more. Tracking employee satisfaction helps reveal organizational factors that drive performance and efficiency and affect motivation.
Employee Net Promoter® Score
The employee Net Promoter® Score (eNPS) is an HR metric designed to systematically track employee loyalty. Loyalty is important for organizational success not only because losing employees is costly but also because when employees feel that the organization wants the best for them they are more likely to continue doing their best and going the extra mile for the customer.
Employee Pulse Surveys
Employee Pulse surveys utilize the power of real-time continuous employee feedback to paint a more accurate picture of employee well-being. Insights delivered to HR by employee pulse surveys can prove invaluable to maintaining a culture of engagement and promoting an agile approach towards shaping company culture.
Employee Effort Score
The Customer Effort Score is a customer experience metric designed to track how much effort a customer has to put forth to get an issue resolved. The Employee Effort Score applies that same concept to a company’s workforce to determine the effort it takes for employees to execute their jobs and utilizes a variation of the CES questions. The Employee Effort Score can determine whether the tools and processes available to employees hinder their ability to perform efficiently and effectively on a daily basis.