In an earlier post I wrote about Net Promoter Score: It could change your life and how I thought it was a great way to approach your business as it can help focus your business on improving delivery and customer retention and loyalty.
Then , recently I was thinking about the idea that if our employees, investors and stakeholders are also our customers, of sorts, what would happen if we took the Net Promoter Score (NPS) approach and applied it to them. Would they be “Promoters” or “Detractors’ of our business and what could it tell us about the way that we manage our business and people.
Now, assuming that we could get honest responses/evaluations, what it would say about our team, internal culture, employee engagement, internal branding efforts or the attractiveness of our internal environment if we ask our employees and other stakeholders the question:
How likely would you be to recommend this company/your employer to a friend and/or colleague?
Could this type of approach help us understand the difference between our customer strategy and delivery and whether we are creating internal as well as external brand advocates?
I know that if I went to Apple or Zappos or Harley Davidson or Lovefilm or…….I am pretty sure that the majority of their employees would answer ‘yes’ the question above. How would you fare if you asked your employees?
This is not something that I have spent a lot of time thinking about but I would appreciate your thoughts as to whether this idea has any merit or not.
What do you think?
Thanks to Noodles and Beef for the image.