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Forty years ago, employees who needed help with their benefits would have placed a call to Barbara or Bill over in HR. Today, the “HR” that employees experience is likely to comprise a diffuse constellation of chatbots, internal HR staff, outsourced service providers, cloud-based HR platforms and more.
As HR functions increasingly digitize and outsource in these ways, it’s critical to track how employees perceive and experience the quality of HR services. Net Promoter Score (NPS), a traditional measure of customer loyalty, can be a handy way to get a quick reading of how employees are experiencing HR service delivery. After breaking down cross-industry data related to NPS in HR, here is an overview of how NPS measures can help HR make better data-driven decisions and provide guidance for how to use these measures effectively.
Understanding Net Promoter Score
Traditionally, NPS asks customers to rate the likelihood that they would recommend a company’s products and services to others, with zero being the lowest score and 10 the highest. To calculate their NPS scores, organizations subtract the percentage of detractors (customers assigning a score from zero to six) from the percentage of promoters (those who rated the company a nine or
