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How to leverage surveys to assess eNPS and reduce Absenteeism

Mar 1, 2021| Reading time: 8min

BY Ben Pollack

Group Manager of Growth Marketing

If there’s any indicator that quickly encapsulates your employee’s experience, it’s simply whether or not your people are coming to work. Especially in a remote environment, it can be hard to know how engaged your employees are without seeing them on a day-to-day basis.

Absenteeism is normal in any organization. While rates vary from sector to sector, the Bureau of Labor Statistics reported an average absence rate of 2.8 percent, or about 1 day per month,  across salary and full-time workers. When this rate is higher, and employees are missing work more frequently, it suggests they might not actually be engaged on the job. It’s this perpetual absenteeism that can lead to costly, harmful repercussions down the road, like poor company culture and even worse, turnover.

So, how can you ensure your employee experience is up-to-snuff to prevent chronic absenteeism? eNPS surveys are an excellent place to start.

What is eNPS?

eNPS, which is short for “employer net promoter score”, is a popular feedback metric organizations use to measure and improve the employee experience. It’s based on the same net promoter score surveying tool that brands use to track customer loyalty.

ChartHop eNPS survey

With ChartHop you can easily create and distribute your eNPS surveys.

The simplest eNPS scores are determined by deploying a survey asking employees how likely they’d be to refer their organization as a place to work. Responses are recorded on a 0-10 scale, which are then divided into the following categories:

  • 9-10: Promoters – These employees are highly engaged, fulfilled at work, and loyal to a business.
  • 7-8: Passives – These employees are neutral — they’re engaged but not necessarily fully committed to staying at an organization.
  • 0-6: Detractors – These employees aren’t engaged or satisfied with working at an organization.

Using these scores, combined with the open-ended responses that employees fill-in explaining why they gave their scores, companies have insight into just how satisfied their people are with their roles, their career paths, and their workplaces as a whole.

How to Use Surveys to Assess eNPS and Reduce Absenteeism

Employee engagement and absenteeism go hand-in-hand. In fact, a Gallup survey saw that highly engaged workplaces saw a 41 percent lower rate of absenteeism compared to other, less-engaged organizations.

If you want to get a handle on your employee experience, surveying is an easy, non-intrusive tool to assess eNPS, and eventually, reduce absenteeism. Here’s how:

1. Set an eNPS Benchmark

In order to make the most of your surveying efforts, you need to establish an eNPS benchmark.

While a single digit score isn’t enough to fully understand the ins-and-outs of engagement within your organization, it can provide a baseline to know what you’re measuring against moving forward.

Many businesses start by calculating their current eNPS rate. Using the scores from previous surveys, you can plug-in the results into the formula below:

ChartHop eNPS formula

Quantifying your current engagement levels is only half of establishing your benchmark. With the open-ended responses from previous eNPS surveys, you can see what specifically needs improvement on.

For example, if most employees wrote down “a lack of career pathing” as a reason for a low score, you know career development, training and opportunities for growth should be something to actively prioritize and track moving forward. Whether it’s praise or constructive criticism, written feedback is key to understanding the numeric benchmarks you set.

2. Send Out Surveys Regularly

It’s important to establish a steady cadence when it comes to deploying eNPS surveys. Rather than sending surveys once a year, having a regular schedule allows you to see what’s going on continuously, while providing ample opportunities to pivot and re-evaluate engagement strategies. This doesn’t mean bombarding your employees with weekly polls – a quarterly or bi-annual cadence provides a pulse check without being too intrusive.

At the most basic level, eNPS surveys see how likely current employees would be to recommend their organization as a place to work. However, most modern eNPS surveys go beyond this question to evaluate engagement more thoroughly. This includes asking employees to rank statements around:

Brand and Mission:

  • I feel aligned with the company’s mission.
  • I understand the company’s goals.

Company Culture:

  • I feel connected and supported by my teammates.
  • I’m proud of the company culture this organization fosters.

Leadership:

  • Management encourages feedback and suggestions.
  • I feel valued by my manager.

Professional Development:

  • I have enough training and professional development resources to accomplish my goals.
  • I have a clear understanding of my role and career path.

These surveys also provide an anonymous space for employees to expand on their answers. To reiterate, scores alone don’t necessarily provide the granular insights needed to enact change and prevent absenteeism. Instead, tools like ChartHop’s 22-question Employee Engagement Survey bundle allow teams to leverage both the scores and open-ended questionnaires for more comprehensive insights.

3. Use Metrics to Analyze Results and Implement Change

You’ve set a benchmark, you’ve deployed your survey… now what?

After you’ve collected your data, it’s time to analyze your results. Using metrics and robust reporting platforms like ChartHop, you can quickly visualize your survey answers to better understand what’s happening within your organization. Seeing these results come to life on the screen in dynamic charts and graphs enables better insights for more strategic action.

ChartHop eNPS reporting

ChartHop also makes it easy to harness the insights mined from eNPS surveys in conjunction with absentee data. The same dashboards allow you to analyze absenteeism rates to see if there is a correlation between eNPS results and absences. If eNPS results are low, and absence rates are high, it could be a red flag.

Whatever the case may be, ChartHop allows you to create an integrated, data-driven engagement strategy to reduce harmful absenteeism. With ChartHop, you can:

  • Track eNPS scores by demographics, to see which groups might have similar experiences, better understand the reasoning, and course-correct as needed.
  • Understand and iterate on past employee engagement initiatives from any point in time.
  • Create and share custom reports using data on absence rates, eNPS rates, demographics, departments, and more.

Insights fuel action. Make the most of your eNPS data to ensure your absenteeism rates stay low while engagement levels stay high.

Enhance Your Employee Experience

Absenteeism is a normal and healthy part of any workplace. When it becomes persistent, however, it can indicate your employee experience might need some TLC.

Luckily, tools like eNPS surveys can help organizations take back their employee experience. When combined with a platform like ChartHop, eNPS survey results allow you to create a data-driven strategy that addresses absenteeism issues, elevates employee engagement, and ultimately, drives a better bottom line.

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